IT Coordinator - London

IT Coordinator - London WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK's #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS! - The Hilton London Metropole Hotel has just finished in 2022 a transformational refurbishment, updating all of its Food & Beverage outlets, Bedrooms, Public Areas and Meeting Space.

Following the completion of the refurbishment, the hotel now boasts 1,100 bedrooms, four unique restaurants and bars, 35+ meeting rooms, including three ballrooms, with capacity for over 1,350 guests as well as an exclusive event space with unparalleled breath-taking skyline views across London.

Fancy taking a closer look at our brand new hotel? Check out our socials:

Please note the closing date for this role is Wednesday 22nd January

Events website: Hilton London Metropole (londonmetpresents.com)

Linkedin:

A WORLD OF REWARDS

• Competitive annual salary ranging from £30,000 to £40,000 based on experience

• Smart uniform provided andlaundered

• Free, healthy and high quality meals when on duty

• Grow your Career! Personal Development programmes designed to support you at every step of your career

• A chance to make a difference through our Corporate Responsibility programmes - Find out what and how we are doing (

• Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)

• Team Member Referral Program

• Discounted dental and health cover

• High street discounts: with Perks at Work

• Discounted car park

• Holiday: 28 daysincluding bank holidays (increasing yearly to up to 33 days)

• Modern and inclusive Team Member's areas

Role Purpose

The IT Coordinator supports the hotel's day-to-day technology operations-ensuring stable, secure and compliant systems for guests and Team Members. The role triages and resolves 1st/2nd-line issues, co-ordinates vendors and escalations, maintains asset and access records, and assists with property projects (rooms, conference spaces, restaurants/bars, back-of-house, and networking). The position is hands-on, customer-facing, and pivotal to exceptional guest service and operational uptime.

Key Responsibilities

Operational Support (Hotel IT)

• Support meeting & events technology (bandwidth allocation, SSIDs/VLANs, hybrid-meeting setups, AV liaison) including pre-event tests and on-the-day standby where needed. In addition to set up and manage custom Wi Fi networks, passwords and bandwidth allocations for conference clients.
• Provide friendly, timely 1st/2nd-line support to hotel departments (Front Office, Reservations, Revenue, Housekeeping, C&E/Events, F&B, Finance, Engineering, HR).
• Support guest-facing technologies (Wi-Fi captive portal, conference internet and escalate major incidents promptly.
• Ensure secure integration for clients using specialised business systems or industry specific software that requires approved network routing.
• Support the setup and monitoring of hybrid meeting connectivity (platform access, network stability) without handling audio/visual operation.
• Offer rapid-response troubleshooting during peak event times, reducing the risk of disruptions.
• Support staff and operational systems within the Hotel Departments, including but not limited too; POS, NoviCom, PDQ's, printers, office devices and back-end systems used for event management.
• Maintain and monitor key hospitality systems (e.g., PMS/POS, back-office apps, telephony, digital signage), working with vendors and Hilton support channels as required.

Networks, Security & Compliance

• Conduct daily checks on network/infra health (switches/APs, UPS status, server/storage alerts) and maintain accurate documentation (IP schemes, patching records, rack diagrams).
• Manage and oversee cyber safe access to hotel systems, preventing unmanaged devices from exposing vulnerabilities.
• Implement and uphold information security practices: password hygiene, MFA, joiner-mover-leaver access, device encryption, secure disposal.
• Assist with GDPR and PCI DSS routines (access reviews, secure handling of guest/employee data, incident logging, vendor due diligence), following Hilton and local policies.
• Support backup/restore procedures and disaster-recovery drills; maintain evidence for audits.

Asset, Vendor & Administration

• Keep a current asset register (hardware, licenses, warranties) and manage RMA/repairs.
• Raise and track tickets, POs and invoices ; reconcile IT spend against budget lines.
• Co-ordinate third-party engineers (telecoms, Wi-Fi, POS, TV/AV, door lock, CCTV) and escort as required.
• Produce simple SOPs, quick guides and training sessions for Team Members; capture FAQs and shift handovers.

Projects & Continuous Improvement

• Support room and venue tech refreshes , refurbishment projects, and new solution rollouts.
• Identify opportunities to improve reliability, user experience, and cost control; propose practical solutions with measurable benefits.
• Champion Hilton service culture and guest-centric IT -minimising downtime during peak trading and events.

Skills & Experience

Essential

• Experience in IT service/support (hospitality, retail, venue, or similar multi-site customer environment).
• Working knowledge of Windows 10/11, O365/M365 , AD user admin, basic networking (DHCP/DNS/VLANs), and endpoint security.
• Hands-on with PMS/POS or other line-of-business apps; confident troubleshooting end-user hardware (laptops, printers, payment terminals, handhelds).
• Clear, confident communicator with excellent customer service skills and the ability to prioritise under pressure.
• Solid documentation discipline; accurate record-keeping (assets, tickets, changes).
• Right to work in the UK and ability to cover early/late/on-call on rotation.

Desirable

• Hospitality stack exposure (e.g., OnQ , Micros/Oracle Simphony , HotSOS , IPTV, VingCard/Assa Abloy/Salto).
• Basic switching/Wi-Fi administration (e.g., Meraki/Aruba/Cisco), NAC concepts, guest Wi-Fi portals.
• Experience with MDM/Intune , imaging tools, and patch management.
• Familiarity with PCI DSS in hotels, GDPR controls, and penetration test remediation.
• ITIL Foundation or relevant certifications (CompTIA A+, Network+, Microsoft, Cisco/Meraki).

Key Competencies

• Guest & Stakeholder Focus: balances guest needs with operational realities; translates tech language into clear actions.
• Problem Solving: methodical troubleshooting; escalates early with full context.
• Ownership & Accountability: sees tasks through to closure; follows change and approval processes.
• Teamwork & Influence: collaborates with Front Office, Events, Engineering, Security, Finance, and external partners.
• Resilience & Adaptability: stays calm during incidents; flexes to event peaks and business priorities.
• Attention to Detail: tight on compliance, data handling, and documentation.

EVERY JOB MAKES THE STAY.

At Hilton, It Matters Where You Stay, but The Stay is only one side of the story.We know it takes hundreds of jobs to create unforgettable experiences for our guests - and behind every job, there's an extraordinary person working to make each Stay magical. That's why at Hilton, Every Job Makes the Stay.

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