Technical Specialist, Internet Services - Edmonton - Full-time

Position Overview

The Technical Specialist, Internet Services (IS) is responsible for the support of small to large-scale wired and wireless Ethernet networks for live events while ensuring the utmost in client satisfaction. Team members in this role must be capable of troubleshooting network connections, assisting clients with advanced network setup and configuration needs, and have a basic understanding of Internet Services event planning. This position works closely with ENCORE Internet Services Managers, ENCORE Area Internet Services Managers, and venue IT Managers. This position reports to an Internet Services/Network Manager, Operations Manager, Operations Director, or Director, Event Technology.

Key Job Responsibilities

Event Support

• Correctly interpret internet services event needs and collaborate with other internal team members on integration into event execution plan

• Perform proactive and reactive technical support and troubleshooting activities during events by monitoring networking equipment, the wireless environment and end user experience to ensure client success

• Provide interpretable event data for customers to help them to better understand their future event needs

Customer Service

• Maintain a positive relationship with all clients, hotel employees and internal team members by providing effective communication and knowledgeable advice

• Provide excellent service and strive to exceed the expectations and needs of internal and external customers

• Provide support for non-Internet related activity as availability allows

• Collaborate with sales team to upsell, by identifying opportunities to recommend additional Internet services solutions (increased bandwidth, additional connection, custom SSID etc.)

Venue Network Operation

• Ensure well-executed events through accurate and timely setup, operation, and breakdown of advanced network equipment

• Ensure the integrity of the venue network by carefully controlling and supervising access to equipment closets and complying with all company and venue security and safety measures

• Troubleshoot technical issues and work with the 3rd party network services provider or Encore NOC and venue IT to resolve problems quickly as they arise

Equipment Maintenance  

• Work with network services provider to replace faulty network equipment as needed including sourcing of replacement equipment, replacing the equipment in the closet and the timely recovery of old equipment

• Helps to identify when additional equipment may be needed to execute the needs of an event

Job Qualifications

• Bachelor’s Degree is preferred, High School Diploma is Required

• 3-5 years of customer service or hospitality experience is preferred

• 1-2 years of field experience in internet services/networking support is required

• Encompass all skills at the Computer Level 100. Within 3 months, achieve Computer Level 200 Certification per Encore Technical Skillset Matrix and Level 300 after 1 year.

• Ability to interact professionally and effectively with a diverse work force, customer base and senior level management

• Experience with project management of multiple tasks/initiatives

• Strong customer, client and coworker interface experience and abilities

Competencies

Deliver World Class Service

• Hospitality

• Ownership

Do The Right Thing

• Demonstrates Self-Awareness

Drive Results

• Ensures Accountability

See The Big Picture

• Decision Quality

• Manages Complexity

Value People

• Collaborates

 Work Environment

Hotel

Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members will use high-end audio-visual equipment and electrical components and will be exposed to heights via lifts and ladders. Team members may be asked to work in multiple hotel locations. Working times will include irregular hours and on-call status including days, evenings, weekends and holidays. Team members must adhere to appearance guidelines as defined by ENCORE based on an individual hotel or a representation of hotels in that city or area.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned