Job Description
As a Venue IT Engineer, you'll support significant business and operations goals related to IT, ensuring efficient and effective services. You'll provide system, network, and end-user support for daily operations, projects, and ongoing initiatives, including service desk, desktop, server, information security, vendor, telephony, security monitoring, and business application support. As the ideal candidate, you're analytical, detail-oriented, and solutions-focused, with strong technical knowledge and the ability to support multiple priorities. Reports to Manager of IT Service Desk.
- Manage the maintenance of on-site networks, including updates, changes and replacements to ensure quality of service for business operations.
- Diagnose malfunctions in device software, hardware, and peripheral accessories.
- Respond to on-site ticketing-related needs, including for box office ticketing platforms and mobile devices.
- Provide upgrades, testing, administrative data changes, and change control items for point-of-sale systems.
- Author end-user guides to improve understanding and usability of the system for operators. Provide positive customer service and training to users with varying technical aptitudes.
- Test new versions of software frequently and thoroughly.
- Document the frequency of issues and escalate systemic problems accordingly.
- Establish processes for completing support tasks with improved accuracy and timeliness.
- Lead on-call helpdesk hotline during peak support times. Support a small, high-performing team using agile methodologies and sharing in rotating on-call duties on or off hours.
- Travel to all venues as required for hardware and software implementations and support.
- Adhere to strict standards for maintaining system data integrity.
- Perform other duties as assigned.
Qualifications
Education
- Degree in Information Systems, Computer Science or equivalent related experience required
Experience
- 1+ years' experience supporting point-of-sale systems (preferably Micros Simphony)
- 3+ years' network experience (preferably Unifi)
- Experience with food and beverage business operations, ideally multi-location enterprises
Knowledge, Skills and Abilities
- Effective interpersonal, written, and verbal communication skills
- Excellent attention to detail for identifying patterns and curating obscure system data
- Diligence in troubleshooting complex problems with little information to reach resolution
- Ability to identify risk and reprioritize tasks rapidly without missing deadlines in an ever-changing business
- Intermediate knowledge of Microsoft Excel, including use of formulas and pivot tables
Licenses / Certifications
- CCNA or equivalent certification preferred
- Valid driver's license with satisfactory driving record required; will travel to venues as required for hardware and software implementations and support
Physical Requirements
Speak and hear to communicate and use both near and far vision. Frequently sit with some walking and standing for office/property navigation. Frequently lift/carry up to 25 lbs. Occasionally lift/carry up to 50lbs. Continually use gross motor skills with frequent use of bi-manual dexterity and fine motor skills for computer use.
Working Conditions
In-office position based in a corporate environment with individual workspaces and shared common areas which support focused work while encouraging regular interaction among colleagues. Moderate background noise typical of a collaborative office setting. Occasionally works in entertainment venue settings with data center/non-climate-controlled areas with MDF & IDFs.
