IT Customer Support Technician

Position Title: IT Customer Support Technician

Department: Information Technology

Reports To: Manager, Information Technology

FLSA Status: Non-Exempt / Part-Time Hourly

Union Code: Non-Union

Minimum Pay Rate: $30.00/hourly

Maximum Pay Rate: $30.00/hourly

SUMMARY

As the world’s leading venue management company and producer of live event experiences, ASM Global is the preeminent management and content partner with over 350 venues worldwide. Operating and investing in the world’s most important stadiums, arenas, convention centers, and theaters requires unmatched dedication and the most profound expertise. Our focus is YOU! Through investments in growth, resources, and technology we strive to enhance the experience of our internal Team Members and to continue creating amazing live experiences for the guests that we serve.

The IT Customer Support Technician is responsible for event day preparation and operation of the Barclays Center Information Technology functions such as: Internet connectivity, network equipment, computer software, security, and hardware. The incumbent will work on a team that serves as the arena's first point of contact for events and will be required to expedite requests and issues as applicable.

ESSENTIAL DUTIES & RESPONSIBILITIES: What You Will Do

• Handles physical tasks involving placement and setup of network equipment.
• Makes custom-length CAT5e/6 network cables in-the-field using RJ45 connectors, crimping tools and cable testers.
• Coordinates with members on internal IT teams to activate Ethernet jacks on required VLAN's through patch panels and respective network switches.
• Troubleshoots IP Phones and IPTV issues; maintains record of activated wall jacks, network switch ports.
• Extends CAT5e/6 Ethernet cable and secures with gaffers tape according to specific venue requirements/floor plan instructions as directed.
• Provides on-site event support at Barclays Center to internal and external clients, staff, and tenants.
• Follows detailed instructions and works independently as necessary; meets all setup timelines/deadlines.
• Coordinates large desktop moves/deployments, application upgrades and new office setups.
• Diagnoses and resolves problems on all types of technology related hardware, software, and transmission devices/media. Assesses the situation, addresses next steps, executes action plan, and reviews after 24 hours to ensure issue has been resolved.
• Provides excellent customer service via telephone and in person; participates with the day-to-day Help Desk activities.

CANDIDATE PROFILE: Who You Are

• High School Diploma or its equivalency (BA/BS Degree Preferred) in Information Technology or Computer Science.
• A minimum of 2-4 years of related work experience.
• Experience supporting TCP/IP data networks and network infrastructure.
• Experience supporting Microsoft XP/Vista/7 and Mac OS.
• Experience in a customer service environment. Event experience strongly preferred.
• Knowledge of good customer support practice and procedures.
• Communicates clearly and professionally with all clients.
• Punctual and professionally attired in accordance with event schedule or directives.
• Good network troubleshooting skills.
• Good understanding of network cabling, patch panels, network switches, wireless networking devices, Ethernet extenders, cable testers, etc.

KEY COMPETENCIES: Skills You Possess

• Ability to trace, troubleshoot and repair a network cabling problem as necessary to restore service.
• Ability to successfully connect a computer to a network (Wi-Fi & wired).
• Ability to lift at least 50 lbs. in the course of equipment move and setup.
• Working knowledge of Microsoft Office (Word, Excel, PowerPoint, and Outlook).
• Must have a flexible schedule, with the ability to work nights, weekends, and holidays when necessary. The ability to demonstrate dependability and reliability by being punctual, working assigned and varying shifts, and completing responsibilities in a timely manner are required.
• A+/ Network + and/or CCNA certification is a plus.

Disclaimer

ASM Global reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. ASM Global may require an employee to perform duties outside his/her normal description.