IT Quality Manager (m/f/d)

Do you excel at tackling technical challenges head-on and finding innovative solutions? We are looking for an IT Quality Manager (m/f/d) to support our first-level local Operations Team!

You could become a "Host with Heart" for the following tasks:

• Technical Expertise and Guidance:

  • Provide in-depth technical guidance to local managers on best practices, troubleshooting steps, and basic configuration changes they can perform independently.

  • Document procedures and maintain a knowledge base to help first-level support to avoid escalations where possible.

• Training and Knowledge Transfer:

  • Provide regular training and support materials to local managers to improve first-level resolution rates.

  • Update training materials as systems are upgraded or new troubleshooting steps are identified.

• Issue Resolution for Escalated Cases:

  • Act as the primary point of contact for issues escalated by “d2d IT hub experts”.

  • Troubleshoot and resolve problems related to:

    • Access Systems: Managing permissions, resetting credentials, and troubleshooting hardware/software issues.

    • Internet Connectivity: Diagnosing and fixing network issues.

    • Television Services: Troubleshooting signal reception, configuration of TV hardware, and handling issues.

• Root Cause Analysis and Documentation:

  • Investigate and document root causes for recurring issues and recommend preventive measures or improvements.

  • Log all escalated cases with detailed troubleshooting steps taken and resolutions in a ticketing system.

• Collaboration and Escalation:

  • Collaborate with third-party vendors (e.g., network providers, hardware manufacturers) when issues cannot be resolved internally.

  • Escalate unresolved, high-impact, or complex issues to the third level when necessary, ensuring documentation is provided.

• System Monitoring and Maintenance:

  • Monitor critical systems and proactively address potential issues before they impact users.

  • Perform regular system maintenance checks and updates to ensure optimal performance of internet, access control, and TV systems.

What you need to shoot for the stars:

• Communication and Documentation:

  • Excellent communication skills to translate complex technical issues into understandable steps for non-technical staff.

  • Strong documentation skills for recording issues, processes, and resolutions.

• Problem-Solving Abilities:

  • Ability to diagnose complex technical issues quickly and efficiently, with a methodical approach to troubleshooting.

• Technical Proficiency:

  • Strong knowledge of networks, access control systems, CCTV operation, and digital/streaming TV systems.

  • Experience with network troubleshooting tools and techniques (e.g., ping, Wi-Fi diagnostics).

• Vendor and Stakeholder Management:

  • Experience coordinating with vendors and other third parties for support and resolution of hardware or software issues.

• Proactive Mindset:

  • Ability to identify patterns or recurring issues and recommend proactive solutions to prevent future escalations.

limehome is “designed to stay” - a digital hotel concept. Through our Tech DNA and with our fully digital-enabled guest journey, we make stays more enjoyable for those who want to change their way of travelling, living and working. We offer high-quality and comfortable suites in more than 11 countries across Europa – but this is just the beginning. Apply now to make an impact and bring the hospitality industry into the 21st century!

Sophie ist looking forward to your application!