The Bay Street Group is a dynamic organisation with a diverse portfolio focused on three key areas: Retail, Hospitality, and Food and Beverage. Our flagship Bay Street Shopping Complex offers an exceptional mix of over 50 retail outlets, restaurants, services, and family entertainment, including the four-star be.HOTEL. We are also proud to manage the award-winning 5-star Hyatt Regency Malta and operate the Rainforest Cafe Malta franchise within the Bay Street Shopping Complex.

Position Summary

The Technical Support Officer will be responsible for the day-to-day IT support and maintenance of infrastructure and systems across the Group’s various business units, including the hotels and parking operations. This role focuses on troubleshooting, system upkeep, and assisting end-users to ensure efficient IT service delivery.

Key Responsibilities

Provide first-level support to end-users for hardware, software, and network-related issues.
Assist the IT Manager in maintaining the IT infrastructure, including servers, networks, and user devices.
Monitor system performance and troubleshoot hardware / software issues to minimise downtime.
Ensure data security and implement regular backup processes.
Manage user accounts, permissions, and access rights across systems.
Install, configure, and maintain hardware, software, and network equipment.
Coordinate with external service providers to resolve technical issues.
Conduct regular system updates and software patching to maintain a secure IT environment.
Assist in maintaining key systems such as hotel Opera PMS (Property Management Systems), POS systems, digital signage and building automation systems.
Set up new user accounts, emails, and permissions as per company policy.
Support installations and maintenance of surveillance (CCTV), Wi-Fi networks, and access control systems.
Help coordinate hardware repairs, software updates, and system integrations with third-party vendors.
Support technology rollouts such as self-check-in kiosks, online booking systems, and mobile applications.
Maintain accurate documentation of IT assets, configurations, support tickets, and standard operating procedures.
Provide basic training and helpdesk support to staff on software and systems.
Monitor system backups and participate in disaster recovery activities.
Ensure compliance with IT security policies, brand guidelines, and GDPR regulations.

Requirements

Preferably having a Higher National Diploma in Information Technology, Computer Science, or a related field.
Preferably having previous IT Support experience in the hospitality industry with hands-on experience on PMS, POS, IPTV, Wi-Fi and CCTV systems.
Basic understanding of TCP / IP networking, Windows OS, Office 365, and troubleshooting techniques.
Good technical knowledge of IT systems and infrastructure, with good troubleshooting skills.
The applicant must be able to effectively multitask in a dynamic IT environment.
Excellent communication and interpersonal skills, with the ability to work closely with both technical and operational teams.
Experience with Opera PMS, Micros POS, or similar systems is an asset.
The applicant must demonstrate a strong motivation to work in the field of Information Technology.
The applicant must be flexible and available to work on weekends as needed, particularly in the event of IT-related emergencies.
Currently based in Malta.

Benefits

Free on-site parking at Bay Street Car Park
Complimentary staff meals
Exclusive dining discounts across our restaurants
Mobile phone line covered by the company
Access to Hyatt’s Global Colleague Benefits, including:

Discounted rates for you, your family, and friends at Hyatt hotels worldwide (subject to availability and programme terms)

Participation in Hyatt’s world-class learning and development programs
Complimentary Headspace subscription

At Bay Street Group, we are proud to be a fair and inclusive employer. We celebrate diversity and are committed to providing equal employment opportunities to all individuals regardless of gender, age, nationality, disability, religion, sexual orientation, or any other protected characteristic. Our hiring decisions are based on merit, qualifications, and business needs.

Technical Support Officer

Job Description