Technical Support Specialist
Are you a tech-savvy individual who is always up to date with the latest technology? Do you thrive in a fast-paced environment where no two days are the same?
If this sounds like you, we are interested in hearing how you can add your talents to our growing team!
The Technical Support Specialist is responsible for troubleshooting and resolving Information Technology (IT) Helpdesk tickets, including desktop hardware, software, operating system, network connectivity issues, and to provide end-user support and assistance with the overall use of computerized systems.
Key Responsibilities
- Deploy and install Maestro application and product suite in a variety of customer environments
- Respond to technical enquiries, problem diagnosis and resolution
- Assign customer reported problems to team members and oversee their follow-up
- Participate in the on-call schedule to provide afterhours customer support
- Ensure all support calls are managed in an efficient and timely manner
- Deliver an exceptional level of IT support to all clients and internal teams
- Troubleshoot and resolve technical issues related to Maestro applications
- Provide regular and proper communication to customers throughout the resolution process
Qualifications
- Operations or technical experience in a hospitality industry is required
- Basic to advance working knowledge of any Property Management System (PMS)
- Excellent communication/written skills
- Exceptional organizational and multitasking skills
- Ability to understand technical issues and articulate industry operational/technical solutions
- Working knowledge of MSSQL, database queries, Crystal Reports/SQL or any report writing tools; XML, HTML, CSS, operating systems such as Windows 2016 or higher
- Ability to diagnose, support and implement 3rd party system interfaces is an asset
- Ability to work independently and in a team dynamic
- Ability to do shift work including weekends
- Infrequent travel may be required when supporting our clients on-site
Desired Skills
- Previous work experience in Maestro PMS will bring a candidate to the forefront for selection
- Experience in end user support in a help-desk environment, preferably in a call center
- knowledge in Booking Engine, GDS/OTAs and/or Revenue Management systems a plus
- Knowledge of Hotel Night Audit, Hotel Accounting, Hotel Sales and Catering and/or Spa
Salary Range
- Competitive salary plus bonuses and profit sharing
Work Permit: Applicants who do not already have legal permission to work in Canada, with a valid passport, will not be considered.
Please submit resumes to: careers@maestropms.com
Software Developer
Are you an individual who is driven by your passion for technology? Does the opportunity to participate in cutting-edge development in the hotel and resort industry excite you?
If this sounds like you, we are interested in hearing how you can add your talents to our growing team!
This opportunity is focused on developing and maintaining our vertical market software for the hotel and resort industry. It consists of working from our Markham head office, working as a team member in our development department on our core Maestro property management system including our various mobile and tablet products. The chosen candidate will possess a great attitude, self-discipline, and accountability.
About Us
Northwind is an established, leading provider of Hotel and Resort Property Management Software Solutions to the Independent Full-Service Hospitality marketplace. Our clients are boutique hotels, destination resorts, and multi-property groups. Since 1978, our ability to deliver superior technology and unparalleled support has helped empower hundreds of hotels and resorts internationally to increase operational efficiency improve guest service and maximize revenue. Our Maestro PMS Cloud and Windows offerings are recognized amongst the best in the industry, and we continue to develop new ideas and products to bring value to our current clients and stay competitive to attract new ones. Northwind is a well-established profitable company that is looking for aggressive growth. Self-motivation and attention to clients’ needs will ensure your success.
Key Responsibilities
- Work within set deadlines to deliver high quality, well unit tested code using prescribed specifications
- Review, analyze, and modify existing code including testing and debugging
- Analyze the performance of programs and take action to correct deficiencies based on consultation with project technical lead and project managers
- Implement and troubleshoot programming changes and modifications
- Unit test own code, providing low/minimal error rate
- Participate in team discussions and develop solutions using best practices
- Provides timely technical status reporting to project technical leads
- Expected to prepare system documentation, test plans and deployment plans, where/when applicable
Required Skills
- 3-5+ years of professional development experience
- Formal education in Computer Science or related experience/education
- Expertise in C or C++ and other programming languages required
- Proficiency with Windows and Unix/Linux operating systems
- Knowledge of SQL, in particular, MS SQL Server or PostgreSQL
- Experience in Go programming (golang) is considered an asset
- Capable of writing clear and complete technical specifications
- Must have excellent communication skills and the ability to understand technical issues and articulate technical solutions
Desired Skills
- Background in hotel property management software solutions
- Knowledge of MS SQL Server, PostgreSQL and/or Oracle databases
- Experience in Java, Java Servlet and/or Go programming
- Knowledge of Crystal Reports or similar report writer
- Understanding of networking protocols and technologies
Salary Range and Benefits
- Competitive salary
- Health and dental benefits
- Life insurances
- Unlimited paid flexible time off
- RRSP match
- Hybrid schedule
Additional details
Position Availability: Immediately
Work Permit: Applicants who do not already have legal permission to work in Canada, with a valid passport, will not be considered.
We thank you for your interest, but only those qualified for interviews will be contacted.
Please submit resumes to: careers@maestropms.com
Training Specialist
Do you enjoy travelling, taking on new experiences, and speaking to different groups of people from all walks of life? Are you looking for more than the typical 9 to 5 job, and wants the opportunity to be part of something bigger, and most importantly, the opportunity to work with a vibrant and collaborative team?
If this sounds like you, we are interested in hearing how you can add your talents to our growing team!
The Training Specialist is responsible for providing all onsite and remote training to clients in the effective use and configuration of Maestro, our world-class hotel and resort property management system, including Reservations, Front Office, Sales & Catering, Spa & Activities management, and mobile apps. You will also be involved in facilitating educational online webinars and providing ongoing best practice training to our various clients and market segments.
Our ideal candidate will thrive in an environment where no 2 days are the same and is comfortable with regular travel (up to 65% of the time) across North America, UK, and the Caribbean.
Key Responsibilities
- Provide onsite property Maestro software training (for class sizes of 5 – 15 trainees) and live support, at primarily North American based clients for an average of 2 ½ weeks per month.
- Oversee the development, implementation and delivery of a variety of training programs related to Maestro applications
- Provide on-going application training for existing clients
- Varying onsite hours (based on daily responsibilities of the installation and may require shift work)
Training
- New user training for single and multiple modules, rate/yield configuration and Maestro ledger balancing
- Refresher training to advanced users
- New Features Training and configuration strategies
- Go Live operational and management assistance for all key departments
Office Responsibilities
- Post installation training audit & client care
- Single and Multi-Module Operational Business Strategy discussions with clients
- Database configuration based on the client’s business model & operational requirements
- User documentation including online educational videos and in-depth application testing
- Ongoing learning of new features, reports and Maestro’s BI tool “Maestro Analytics”
- Perform Database Audits once a Database has been built using provided guidelines
- Facilitate online education webinars based on certified modules
- Provide demonstrations of certified modules
- Provide first line support with GoToMeeting / GoToTraining and other software as necessitated by business requirements
- Ability to do shift work maybe required, to accommodate training requirements for our international clients
Qualifications
- Must have 3+ years of hotel operational experience – this is a requirement
- Must have 3+ years training experience, (training with hotel/resort industry preferred)
- Must have a valid passport and required documentation to travel as necessary
- G-class driver’s license
- Working knowledge of PMS systems
- Hotel online marketing knowledge including Booking Engines and GDS/OTA is a plus
- Knowledge/experience in Hospitality Accounting following industry standards
- Knowledge of Hotel Night Audit, Condo/Timeshare, Hotel Sales & Catering and/or Spa
Desired Skills
- Previous Maestro PMS experience
- Previous application training in a hospitality environment
- Excellent communication, presentation and written skills
- Strong Troubleshooting skills, ability to multitask and manage multiple clients
- Expert command of Microsoft Word & Excel
- Excellent Customer relations skills – managing client requests, answering questions and escalating issues/concerns
- Understands learning types, agendas and time management within a classroom using industry operational examples
Salary Range
- Competitive salary plus bonuses and profit sharing
Work Permit: Applicants who do not already have legal permission to work in Canada, with a valid passport, will not be considered.
Please submit resumes to: careers@maestropms.com
Application Support Specialist
Do you have unparalleled analytical skills and are passionate about the infrastructure and applications realm? Do you thrive in a fast-paced, dynamic work environment?
If this sounds like you, we are interested in hearing how you can add your talents to our growing team!
Key Responsibilities
- Provide expert support to end users in the identification and resolution of application related issues
- Lead all efforts as it pertains to incident resolutions escalation of complex issues and provide advice on tactical and strategic solutions
- Deliver an exceptional level of Application support to all clients and internal teams
- Troubleshoot and resolve technical issues related to Maestro applications
- Provide regular and proper communication to customers throughout the resolution process
- This position requires strong troubleshooting, analytic and diagnostic skills, along with solid communication skills.
Qualifications
- Experience in the hospitality operations is required
- Experience working with Property Management System (PMS) considered an asset
- Minimum 2 years of work experience in the hospitality industry is required
- Experience/involvement with new system implementation considered an asset
- Hotel Night Audit, Hotel Accounting and Hotel Sales and Catering knowledge and or SPA is preferred
- Hotel online marketing knowledge including Booking Engine and GDS a plus
- End user support in a help-desk environment, preferably in a call center
- After hours pager support (on rotation) and ability to do shift work
- Previous experience in Maestro PMS will bring a candidate to the forefront for selection
- Excellent communication/written skills, and the ability to understand technical issues and articulate industry operational/technical solutions to clients
- Limited travel is required when supporting our clients on-site. Daily duties include client support and assisting Maestro Support Managers in resolving client application support issues.
Desired Skills
- Effective communication (written & verbal) and interpersonal skills
- Highly service-oriented with exceptional customer service skills
- Can-do attitude, strong time-management skills and ability to work quickly under pressure
- Strong proven experience in critical thinking, formal incident and problem management
- Ability to work independently as a self-starter, and within a team environment to brainstorm and collaborate
- High ability to multitask, remain organized and prioritize effectively under pressure
Additional Details
- Work Permit: Applicants who do not already have legal permission to work in Canada, with a valid passport, will not be considered.
Please submit resumes to: careers@maestropms.com
