Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.

Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.

With more than 5,000 employees across the world, Shiji is a trusted partner for the world’s leading hoteliers, delivering technology that works as continuously as the industry itself. That’s why the best hotels run on Shiji—day and night. While its primary focus is on hospitality, Shiji also serves select customers in food service, retail, and entertainment in certain regions.

The best hotels run on Shiji—day and night.

Job Summary:

The IT Engineer is responsible for maintaining and optimizing the IT environment across the Americas region (LATAM, U.S., and Canada), ensuring reliable operation of hardware, software, and infrastructure systems. This role provides hands-on technical support to internal users, manages IT assets and configurations, and collaborates with cross-functional teams to ensure systems are secure, scalable, and aligned with business needs. The position plays a key role in maintaining operational continuity, minimizing downtime, and delivering a high-quality end-user experience across a distributed workforce operating in both remote and onsite environments.

What You’ll Do:

• Manage company hardware, software, licenses, and subscriptions, ensuring all systems and tools are up to date and properly tracked.
• Support the IT infrastructure environment, ensuring system stability, performance, and high availability across all business operations. Provide day-to-day IT support to internal users, troubleshooting technical issues and minimizing disruption to productivity.
• Install, configure, and manage workstations, servers, mobile devices, and business applications in line with company standards and user needs.
• Support user onboarding and offboarding processes, including system access, equipment setup, and permissions management.

• Collaborate with internal teams (Security, DevOps, and other departments) and external vendors to ensure IT systems meet evolving organizational and security requirements.
• Assist in basic network configuration and troubleshooting, including connectivity, VPN access, and related infrastructure issues.
• Maintain accurate and up-to-date documentation of IT systems, processes, and configurations.

Success in This Role Looks Like

Effectiveness in this role is measured by the reliability, organization, and stability of the IT environment, as well as the quality and consistency of support provided to internal users. After the initial ramp-up period, success is demonstrated through consistent delivery of the following outcomes:

• Day-to-day IT support is handled confidently and efficiently, with most common issues resolved independently and minimal disruption to business operations.
• Hardware, software, user accounts, and licenses are well-managed, accurate, and consistently up to date.
• Onboarding and offboarding processes are executed smoothly, ensuring users have the appropriate access, equipment, and tools from day one.
• The IT environment remains organized, secure, and dependable, with reduced operational noise and fewer recurring issues.
• Issues are escalated appropriately and in a timely manner, with clear context and ownership.
• Documentation is maintained accurately and kept up to date, providing visibility into systems, configurations, and processes.
• Recurring issues are identified and addressed proactively, reducing future incidents and improving overall efficiency.
• The role demonstrates increasing autonomy over time, requiring minimal supervision while maintaining high standards of execution and accountability.

What You’ll Bring (knowledge, skills, and abilities):

• Strong interpersonal and communication skills, with the ability to effectively support, interact, and communicate complex procedures technical and non-technical users.
• Strong proficiency in English and Spanish, with excellent written and verbal communication skills
• Hands-on experience or basic understanding of Windows operating systems and Active Directory environments as well as familiarity with Office 365 and Entra AD.
• Basic knowledge of Linux (preferably Ubuntu) and/or MacOS environments to support diverse user needs.
• Fundamental understanding of network configurations (IP addressing, DNS, VPNs, connectivity troubleshooting) to assist with connectivity and infrastructure issues.
• Strong attention to detail and a proactive, self-driven approach to problem-solving.
• Ability to manage multiple tasks and prioritize effectively in a dynamic IT environment.

Nice to Have (Preferred Qualifications):

• Experience in administering cloud business solutions such as Office 365 and Entra AD.
• PowerShell scripting skills to automate tasks and improve efficiency.
• Working knowledge of Azure, AWS, or other cloud platforms to support advanced infrastructure needs.
• Foundational interest in core security areas such as network security, security architecture, and basic administration of security solutions.
• Understanding of personal data protection requirements to ensure compliance with applicable regulations and safeguard company information.

Success Factors (Core Competencies):

• Strong sense of ownership and accountability, consistently following through on tasks and ensuring issues are resolved end-to-end.
• Reliability and consistency in execution, maintaining high standards across support, system management, and documentation.
• Structured problem-solving approach, with the ability to troubleshoot effectively and identify root causes behind recurring issues.
• Clear and professional communication, keeping users informed and managing expectations across technical and non-technical stakeholders.
• Attention to detail, particularly in managing access, configurations, assets, and documentation to prevent operational risks.
• Proactive mindset, identifying patterns, risks, and opportunities for improvement in automation, security, and processes.
• Ability to prioritize effectively, balancing reactive support needs with longer-term improvements and operational stability.
• Collaborative team player, building trust within the team and across the organization by being dependable and responsive.

Working Conditions:

• Standard business hours, with occasional flexibility required to support operational needs or urgent incidents during evenings, weekends, and holidays. Overtime will be compensated in accordance with applicable Mexican labor law.

Travel Requirements:

• Minimal travel required; may include occasional visits to office locations.