IT Support Technician

Responsibilities

• Provide first and second-level IT support for a Cancún all-inclusive resort: resolve hardware and software incidents for the hotel's guest-facing systems (PMS workstations, POS terminals, concierge and front desk equipment) and administrative systems (HR, payroll, purchasing, accounting) through the IT helpdesk ticketing system, with response times calibrated to the commercial criticality of the affected system
• Manage the hotel's daily PMS operational support: the Property Management System (Opera or similar) is the resort's most commercially critical application — the IT technician provides daily operational support for PMS user issues, report generation problems, and the PMS-to-accounting interface that the Finance team depends on for the nightly revenue transfer
• Maintain the hotel's Wi-Fi infrastructure and guest connectivity: the Cancún resort's guest Wi-Fi is a guest satisfaction metric — the IT technician monitors the Wi-Fi controller (Cisco Meraki, Aruba, or Ubiquiti), investigates and resolves connectivity complaints, and coordinates with the network vendor on any infrastructure performance issues
• Support the hotel's TV and entertainment system: the in-room entertainment system (IPTV) and the satellite/cable TV contract support are part of the IT technician's scope in a Cancún all-inclusive
• Manage the keycard door lock system: the hotel's keycard system (ASSA ABLOY VingCard or Dormakaba) requires daily operational support for lock malfunctions, card encoder issues, and the occasional emergency lockout — the IT technician manages the lock system's first-level resolution and coordinates the hardware supplier for lock replacements
• Maintain the hotel's CCTV system in coordination with the security department: ensure cameras are operational, recordings are retained per the hotel's security policy, and any CCTV playback request is processed within the hotel's security protocol

Requirements

• IT support or systems technician experience; hotel or hospitality technology preferred
• Hotel PMS operational support (Opera, Cloudbeds, or Protel)
• Wi-Fi network management and troubleshooting
• Keycard door lock system basic support
• Spanish native; English functional for vendor and international management communication

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Staff meals
• Fixed monthly salary
• Technology training and certification support
• Career development toward IT Coordinator and IT Manager

Work environment

IT support technician at a Cancún all-inclusive resort. Multi-system hospitality technology support including PMS, POS, Wi-Fi, CCTV, and keycard systems for a high-occupancy Caribbean coastal resort with 24/7 operational IT support requirements.

About the role

The Cancún resort IT technician who receives a radio call at 11:00 PM Saturday during full occupancy — the front desk's primary PMS workstation has frozen during check-in and there are 40 guests waiting — who is at the front desk in 4 minutes, who force-reboots the PMS client without losing the session data, who has the check-in queue moving again by 11:12 PM — has delivered the IT response that matters most: the one that happens when the commercial consequence is immediate and visible. The 40 guests who checked in that night didn't wait more than 12 minutes. None of them knew an IT incident occurred. That invisibility is the IT technician's standard of excellence.