Marriott Careers

Specialist, IT Support Center

Macao S.A.R., Macao S.A.R.
Information Technology


Check out pictures from associates at this location, and some videos too!

Posting Date Jan 02, 2020
Job Number 19154034
Job Category Information Technology
Location Sheraton Grand Macao, Cotai Strip, No. 5 Cotai Strip, Macao S.A.R., Macao, Macao S.A.R. VIEW ON MAP
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

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At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we’ve got – on property and off. When guests stay with us, it’s not just a room with a bed that they’re buying. It’s an experience. We’re looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.



Specialist, IT Support Center is responsible for delivering IT services to the end users during their assigned shift duties in day-to-day basis.  A majority of this person’s time will be spent responding to IT support requests submitted by employees, emails, phone calls and remote support as well as in-person visits. This position plays the role as the first contact point for the IT Department on daily operation and is also responsible to escalate the incidents and service requests to the Senior Specialists, IT Support Centre as well as second level support as applicable.

Computer hardware and software, guest relations and problem solving are key ingredients to success for this opportunity.

Core work activities include:

  • Responsible for the installation, maintenance and asset tracking of hardware and peripheral components such as Personal Computer, Monitors, Keyboard, Printers, Scanners and mobile devices on the company’s  premises
  • Listen to the incoming phone calls of the Support Center hotline.
  • Troubleshoot and diagnose the incidents reported by the end users either onsite or with the aid of remote support tool.
  • Find out, apply, and record the resolutions to the incidents.
  • Escalate to the second level support with the detailed information when necessary.
  • Differentiate the incoming calls as service requests from incidents and guide the users to raise service request tickets in SDP.
  • Write knowledge base articles in the predefined format to document the steps required to resolve common incidents and/or service requests.
  • Demonstrate and share the knowledge to the team in the knowledge sharing session in a presentable way.
  • Monitor the system dashboards setup in the IT Support Center and report incidents in a timely manner.
  • Regularly check the IT service components onsite in the hotel property and complete the daily checklist.

Minimum Job requirements:

  • Bachelor’s degree in Computer Science, Management Information Systems or related field preferred and combination of education, experience, & superior performance.
  • Minimum 1 years in supporting PC hardware and peripheral
  • Good verbal and written communication skills (Cantonese/English).
  • Knowledge of other hardware products including desktop hardware and peripherals, phones, A/V equipment (Personal Computers, Laptops, MAC Books, Printers, Scanners, Smartphones, Table Computer (Including IPads).
  • Experience with Microsoft Operating Systems
  • Experience with Microsoft Office, and SharePoint would be beneficial.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.


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