Location
Thane, Mumbai
Shift
Early morning shift (12:00 AM to 8:00AM )
Timeline
2-4 weeks
About Streamline Solutions
Streamline Solutions a well-established Accounting Back office based out of Thane, Mumbai having both domestic & international clients, with 20+ years’ experience in in Accounting & Outsourcing.
About the Client
Our Client is a leading hospitality company in Oceania Region with 40+ years of association with global hotel brands including IHG, Accor & Hilton.
Their investment & expertise range from Construction, Ownership & Management of diverse hospitality assets such as Hotels, Event Centres, Serviced & Residential Apartments.
About the Role
The IT Support Technician will provide first-line remote technical support to hotel staff across multiple client sites. This is a broad support role covering end-user desktop support, network troubleshooting, hotel Property Management Systems (PMS), user and access management, and IT service record management.
KRAs
1. Helpdesk & IT Service Record Management
· Serve as the first point of contact for all IT support requests via the helpdesk/CRM ticketing system, phone, and email.
· Log, categorise, prioritise, and track all incidents and service requests through to resolution.
· Maintain accurate and detailed records of issues, troubleshooting steps, resolutions, and closures in the IT CRM.
· Monitor open tickets proactively and follow up to prevent SLA breaches.
· Escalate unresolved issues to Level 2/3 support or relevant vendors in a timely manner.
2. Desktop Support & Troubleshooting
· Provide remote desktop support to hotel staff, ensuring quick and efficient resolution of technical issues.
· Install, configure, and maintain software, drivers, and peripherals for end-user devices.
· Troubleshoot hardware and software issues across desktops, laptops, tablets, and printers.
· Guide end-users through technical tasks remotely using remote desktop/support tools.
· Complete additional IT-related tasks including remote hardware troubleshooting and setup as required.
3. Software Installation & Updates
· Manage and deploy software applications and updates across end-user devices for essential hotel operations.
· Ensure software compatibility and reliability across various device types and operating systems.
· Maintain software licensing records and flag renewal requirements.
4. Microsoft 365 Administration & Support
· Manage and support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
· Administer user mailboxes, licences, and Microsoft 365 group memberships.
· Provide troubleshooting support and basic user guidance on Microsoft 365 applications.
5. Hotel Property Management System (PMS) Support
· Provide Level 1 support for hotel PMS platforms including Opera, Hilton OnQ, and IHG PEP.
· Assist hotel staff with day-to-day PMS issues - login problems, rate loading errors, reservation issues, and report generation.
· Coordinate with brand technology teams for PMS-related escalations where required.
· Support integration touchpoints between PMS and other hotel systems (POS, door lock, channel manager).
6. User & Access Management (Active Directory)
· Administer user accounts, groups, and permissions in Active Directory.
· Create, modify, and deactivate user accounts across all systems - Active Directory, Microsoft 365, PMS platforms, and third-party applications.
· Manage all staff onboarding and offboarding IT requirements including account provisioning and deprovisioning.
· Handle password resets, MFA setup, and login credential management.
· Implement security protocols and manage user access in line with company IT policies.
· Maintain accurate records of all user accounts and access levels across systems.
7. Network & Firewall Support
· Assist with configuration and maintenance of network systems to ensure reliable connectivity across all client sites.
· Support firewall management to maintain network security and compliance standards.
· Troubleshoot network connectivity issues at site level, coordinating with ISPs or vendors as needed.
· Monitor network health and flag potential issues before they impact operations.
8. After-Hours & On-Call Support
· Participate in a scheduled on-call roster to provide after-hours IT support.
· Respond to critical system alerts and outages outside of standard shift hours as per agreed protocols.
· Ensure timely escalation of after-hours incidents that cannot be resolved at Level 1.
9. Documentation
· Maintain and contribute to the internal IT knowledge base - documenting common issues, resolutions, and procedures.
· Maintain documentation on systems, network infrastructure, and standard operating procedures.
· Assist in tracking IT assets and maintaining accurate inventory records.
Candidate Requirements
Essential
· Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
· Minimum 1–2 years of experience in an IT helpdesk or Level 1 support role.
· Proven experience in remote IT support, ideally supporting international clients.
· Strong knowledge of Active Directory - user creation, group policy, password management.
· Proficiency in Microsoft 365 administration (users, licences, email, Teams).
· Solid understanding of Windows desktop operating systems.
· Experience with network configurations and basic firewall management.
· Experience with remote desktop/support tools (e.g., TeamViewer, AnyDesk, or similar).
· Familiarity with IT CRM or helpdesk ticketing platforms.
· Strong written and verbal English communication skills - able to support non-technical staff.
· Comfortable working in night shift (12:00 AM – 8:00 AM).
· Excellent problem-solving skills and ability to work independently.
Desirable
· Experience with hotel PMS platforms - Opera, Hilton OnQ, or IHG PEP preferred.
· Exposure to hospitality IT environments or hotel technology ecosystems.
· Experience supporting VoIP/telephony systems.
· Familiarity with ITIL principles or helpdesk frameworks.
· IT certifications (CompTIA A+, Microsoft 365 Fundamentals, ITIL Foundation, or similar).
Job Types: Full-time, Permanent
Pay: ₹500,000.00 - ₹700,000.00 per year
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid time off
- Provident Fund
Shift:
Work Days:
- Monday to Friday
- Weekend availability
Education:
Experience:
- total work: 5 years (Preferred)
Shift availability:
Work Location: In person
