IT Operations Support Technician

What Makes a McKibbon IT Operations Support Technician?

The IT Operations Support Technician is a key team member supporting McKibbon Hospitality's growing network of technology and operational systems. This role primarily coordinates between internal users, field teams, and third-party vendors to ensure reliable support and compliance across device hardware, software, network, and smart technologies. The technician will manage day-to-day user support issues, facilitate ticketing and escalation with third-party IT support providers, provide routine updates to stakeholders, and oversee compliance standards—including vendor adherence to company policy. The role is collaborative in nature, with a focus on communication, process improvement, and support documentation while embracing the McKibbon Guiding Principles.

Essential Duties and Responsibilities

User and Stakeholder Support

• Serve as a first point of contact for technology support issues from internal users and field teams
• Open, track, and manage support tickets in partnership with third-party IT vendors, providing timely updates and communication to stakeholders
• Ensure issue resolution meets company standards and user needs, escalating complex or unresolved matters as necessary
• Provide basic troubleshooting and triage support before escalation to third-party providers

Vendor Coordination

• Collaborate directly with third-party support providers for hardware, software, endpoint, network, and IoT device issues
• Coordinate device installations, replacements, upgrades, and routine maintenance coverage with external vendors
• Monitor active service agreements, licensing renewals, and vendor compliance with support SLAs
• Facilitate communication between vendors and internal teams to ensure smooth resolution of technical issues

System Oversight and Compliance

• Maintain oversight of device security, compliance routines, and risk processes in accordance with corporate, brand, and regulatory requirements
• Hold vendors accountable for secure configuration practices, routine audits, and remediation of compliance gaps
• Participate in periodic reviews, reporting, and documentation of compliance status
• Support internal data governance initiatives by coordinating with third-party providers and documenting processes

IT Operations Support

• Assist with user