Hybrid VIP Technical Support Specialist – Hospitality Industry

at Nexplay Consulting Inc.

• Job title: VIP Technical Support Specialist – Hospitality Industry
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $25 - $30 per hour
• Degree requirement: No Education Requirement
• Tech skills: Android, Firewalls, iOS, MacOS, ServiceNow
• Location requirements: Hybrid, New York City, United States

About the role

• VIP Technical Support Specialist providing high-touch IT support to hotel executives in New York Metro Area. Focused on delivering seamless technology experiences and exceptional service.

Responsibilities

• Provide white-glove, VIP-level technical support to hotel executives, general managers, and senior leadership via phone, email, remote sessions, and ticketing system.
• Answer and manage incoming support calls promptly and professionally, delivering personalized, concierge-style service.
• Deliver exceptional customer service in every interaction, prioritizing empathy, responsiveness, and a genuine hospitality mindset to exceed expectations of high-profile clients.
• Collaborate closely with the helpdesk team to resolve issues efficiently and escalate when needed.
• Diagnose and troubleshoot a wide range of technical problems, including Windows and macOS systems, iPhone and Android devices, software applications, and networking issues (Wi-Fi, connectivity, VPN, etc.).
• Exhibit superb troubleshooting skills, quick thinking, and the ability to identify root causes under pressure.
• Maintain detailed records in Autotask (or similar ticketing system) while following and providing clear instructions to users and team members.
• Ensure all interactions reflect polished, presentable communication (verbal and written) with a focus on empathy, clarity, and professionalism.
• Participate as a team player, supporting colleagues and contributing to continuous improvement.
• Be prepared for occasional onsite visits to hotels or client locations for hands-on support or assessments (travel expenses covered per company policy, to be discussed in detail).

Requirements

• Proven hospitality industry experience (e.g., hotel operations, executive support, concierge services, or similar high-touch guest/client environments).
• Strong IT technical background with hands-on experience supporting Windows, macOS, iOS (iPhone), and Android devices.
• Demonstrated expertise in troubleshooting networking issues (e.g., connectivity, routers, firewalls, basic configurations).
• Familiarity with Autotask or equivalent PSA/ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).
• Exceptional communication skills —articulate, professional, and able to explain technical concepts to non-technical executives clearly and patiently.
• Quick-witted problem-solver with the ability to think on your feet and resolve issues efficiently.
• Highly presentable demeanor suitable for interacting with senior executives and VIPs.
• Team-oriented mindset: follows instructions precisely, provides clear guidance to others, and collaborates effectively.
• Reliable, self-motivated remote worker with a professional home setup (quiet workspace, strong internet, headset, etc.).

Benefits

• Competitive compensation + benefits (details discussed in interview)