Infrastructure Analyst 1

**Job Number** 22203858

**Job Category** Sales & Marketing

**Location** CEC Sarnia, Western Sarnia-Lambton Research Park, Sarnia, ONT, Canada

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**
MARRIOTT INTERNATIONAL
Corporate Individual Contributor Job Description

JOB SUMMARY
Infrastructure Analyst 1 provides entry level to moderately complex technical and functional support to Customer Engagement Centers and Home associates. They are responsible for handling routine requests via ticketing system, as well as performing basic installations, maintenance and repairs of CEC hardware systems, network, telephony, and software support. Will participate in projects with experts, leads and leadership. Works under general supervision, with moderate latitude for the use of initiative and independent judgement.

CANDIDATE PROFILE

Education and Experience
- Technical specialization in PC support and understanding of network infrastructure
- Extensive understanding of Windows and Mac desktop operating systems
- A+, N+ and/or Microsoft certifications preferred
- Experience using MS Office (including Access), SharePoint, Smart Deploy, and PDQ
- 1+ years of experience supporting desktops in a corporate environment required.

CORE WORK ACTIVITIES
- Reviews, prioritizes, and resolves incoming requests via tickets for technical assistance related to hardware, telephony, and software support for CEC and home associate requests, while maintaining departmental standards for response/resolution SLA’s and ticket documentation.
- Images, deploys and sets up computers and phones, installs standard software, ensures proper installation and management of cabling.
- Installs, maintains, and performs minor repairs to hardware and software systems, coordinating any necessary hardware warranty repairs or software support with manufacturer and/or others outside the department.
- Tracks and inventories hardware assets and perform clean up procedures on a routine basis.
- Recognizes and escalates more complex requests to higher tiers of support.
- Participates in projects as assigned and works with Product Management team to support technical requests.
- Documents standard operating procedures and common troubleshooting recommendations.
- Participates in CEC crisis management coordination at the direction of department leadership.
- Acts as primary contact with working knowledge of building systems (UPS, generator, security, etc.)

JOB COMPETENCIES

Technical Skills
- Has foundation technical knowledge and skills to do the job at a high level of accomplishment. Uses tools to their fullest capacity and has the basic skillset for solving technical problems.

Results Driven and Problem Solving
- Meets majority of goals successfully to reach deadlines; strives to be a top performer; bottom-line oriented; pushes self to achieve
- Possess a curious nature to solve problems; uses logic and process of elimination to solve issues

Working with Teams and People
- Experienced in working in teams; comfortable working collaboratively across multiple teams and cultures; contributes to cross-training activities for full transparency, and coverage
- Good understanding and experience of customer service; approachable and easy to talk to, flexible and willing to consider alternative solutions.

Communication
- Expresses information and ideas to others in a convincing and engaging manner through a variety of methods; practices attentive and active listening; contributes to overall documentation management; routinely reports events and outages for accountability.

Financial Analysis
- Monitors and influences expenses while creating transparency to investment requests and expenditures. Supports leadership as directed for budgets and projects.

Project Management
- Participates in projects, is assigned responsibilities and tasks with clear objectives and measures; provides routine updates on process, progress and results. Understands their role on the project team and can complete project tasks in a timely manner while meeting communications expectations.

Learning & Development
- Interested in learning and advancing skills and knowledge; takes advantage of written standards, and documentation on troubleshooting recommendations; takes online courses, collaborates with team members, and mentors with experienced analysts.
- Understands personal development adds value to him/herself, to the team, and to Marriott.

CORE COMPETENCIES

Business Acumen
- Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

Collaboration
- Comfortable in working with others to achieve a higher quality outcome. Ensures appropriate contributions from others to enable a more complete solution

Customer Focused
- Comfortable in