Senior Information Technology System Engineer

Insight Global is hiring on behalf of our client in the hospitality industry for an experienced Senior Systems & IT Engineer. This individual will play a key role in building and strengthening the organizations IT infrastructure as the company continues to grow and acquire new hotel properties.

This is a hands-on position combining systems administration, IT support, networking, security operations, and infrastructure improvement. Initially, the role will focus heavily on assessing the current IT environment, establishing processes and standards, and proactively improving device, application, access, and help desk management. As the organization grows, this person will also travel alongside IT leadership to support the technology setup and integration of newly acquired hotel properties.

Key Responsibilities

L3 IT Service Management & Jira Automation

• Level 3 Support Escalations: Act as the ultimate technical escalation point, resolving complex Tier-3 issues spanning hardware, networking, cloud integrations, and smart property infrastructure.
• Jira Help Desk Architecture: Build, optimize, and manage our Jira Service Management (ITSM) environment. Design and implement custom ticketing workflows, automated triage routing, and strict Service Level Agreements (SLAs) mapped to critical business impact (e.g., guest lockout emergencies vs. standard employee provisioning).
• Proactive Device Management: Establish remote monitoring tools to actively audit and assess employee laptops, MDM configurations, and device health to resolve security and performance issues before they trigger support tickets.
• AI Agent Training & Support: Partner with IT leadership to support, train, and configure Virgil (our custom agentic ERP), helping transition recurring Tier-1/2 queries into automated AI workflows.

Identity & Security Operations (SecOps)

• IAM & RBAC Restructuring: Lead the architecture, migration, and enforcement of a strict Role-Based Access Control (RBAC) framework across all corporate and property systems.
• User & File Security Governance: Systematically manage, audit, and clean up enterprise level folder hierarchies, shared drives, and application permissions inside Google Workspace Enterprise to prevent data sprawl.
• MFA & Security Audits: Conduct comprehensive security audits of laptop fleets, software access, and system logs to implement enterprise-grade security protocols across all teams.

IoT, Smart Lock Access & Physical Security Systems

• Salto KS Cloud Administration: Serve as the chief administrator for our cloud lock infrastructure (Salto KS). Configure digital access workflows, manage master codes, audit logs, and oversee API integrations that automatically generate guest/cleaner PIN codes.
• Physical Security & Camera Systems: Manage, monitor, and troubleshoot IP-based security camera networks, digital video recorders (NVR/DVR), and local storage units across physical properties to guarantee maximum security coverage.
• Property Network Edge & Telephony: Standardize property networks utilizing Dedicated Internet Access (DIA) fiber, Cradlepoint cellular backup routers for automated failover, and StayFi captive portal Wi-Fi. Administer our RingCentral Cloud PBX VoIP phone trees and SMS routes.

Hotel Acquisitions & Onsite Integrations

• Onsite Integrations & Travel: Travel to hotel properties across Canada, the U.S., and Mexico approximately once per quarter. Lead on-site networking setups, hardware cabinet dress-outs, camera system installations, and smart lock transitions for newly acquired locations.

Requirements

• Experience: 7–10 years of professional experience in systems administration, IT infrastructure, IT support, or a related high-velocity technical environment.
• L3 Technical Troubleshooting: Proven experience operating at a Level 3 support level, troubleshooting deep network, identity, and software configuration failures.
• Atlassian & ITSM Mastery: Deep experience building, administering, or significantly improving Jira Service Management, including JQL filters, SLA metrics, queues, and automated transition rules.
• Identity & Access Control: Advanced, hands-on experience designing and executing enterprise-level IAM policies, Google Workspace Enterprise admin configurations, and strict RBAC folder/file access structures.
• Networking, Firewalls & Telephony: Solid understanding of TCP/IP networking, gateway router configurations, cellular failover setups (e.g., Cradlepoint), RingCentral (or comparable cloud PBX) administration, and hands-on experience configuring and maintaining enterprise-grade firewalls (e.g., Cisco, Fortinet, Ubiquiti).
• Physical Tech / Smart Lock Experience: Familiarity with smart access control systems (such as Salto KS, Yale) and network security camera operations.
• Emerging Tech Adaptability: Comfort supporting, adjusting, or training AI-based business tools and custom AI agents to improve automated service delivery
• Willingness to Travel: Able and excited to travel to properties in the U.S. and Mexico (roughly once per quarter) to lead hands-on on-site integrations.

Nice-to-Have

• Previous experience supporting a multi-site hospitality company, short-term rental operator, or a rapidly growing, acquisition-heavy business.
• Familiarity with software engineering environments.

What the First 90 Days Could Look Like

The initial focus will be roughly 50% help desk and IT support, with a strong emphasis on proactive improvement rather than simply responding to tickets. This person will assess the current environment, audit devices and application access, understand existing configurations, organize IT assets, establish Jira ticketing and SLAs, and create a more standardized and scalable IT environment.

As these foundations are established, the role will evolve toward ongoing systems administration, help desk leadership, security, infrastructure optimization, automation, and supporting new hotel acquisitions.

Vacancy status: This role is currently vacant.

We may use artificial intelligence tools to assist with the screening, assessment, or selection of potential applicants for this position