Advanced Convention Services Technician II - Fort Worth, Texas

Description

Must be located within the Fort Worth, Texas area.

The Advanced Convention Services (ACS) Tech II is responsible for the installation, maintenance and service of complex custom Wi-Fi networks as well as custom hard line solutions.  The ACS Tech II will ensure, via monitoring and maintenance, a 100% uptime during the duration of the customer’s event. The technician is responsible for delivering a quality customer experience that includes both pre and post communication support directly with the customer for all events.  The role will require technical installation and service support in both convention and hotel space.  Partners with all HN departmental resources to meet customer requests / demand. Will also serve as technical SME in support of the overall developmental knowledge of his or her peers.   Work locations may vary based on needs of the business.

Primary Responsibilities and Essential Functions

• Installs, configures, provisions, checks, maintains, and adjusts a wide variety of equipment specific to the convention space to provide data communications services, advance services, alternate access through transmission, transport, and distribution.
• Performs installations, Cat3, Cat5, single and multi-mode fiber, coax, associated with permanent wifi and the facility infrastructure.
• Communicates directly with Advanced Convention Services customers and provides excellent customer service at all times.
• Verifies, validates, and authenticates the operational performance of systems equipment for compliance to design specifications and quality of service targets by utilizing appropriate test equipment and craft analysis management platforms specific to Advanced Convention Services.
• Maintains and supports servers and networking for operation of the High Speed Data services by performing daily maintenance and backup, load balancing, and performance troubleshooting.
• Troubleshoots MAN and WAN connectivity over fiber, Ethernet and GigE links.
• Ensures that the HSD network and all host computers and attached servers are protected from unauthorized access by monitoring daily.
• Monitors and oversees operation of switches and routers on the HSD network to obtain 100% uptime by daily monitoring and maintenance of the Advanced Convention Services network.
• Installs and maintains customer HSD networks at contracted convention facilities.
• Turns up, tests and troubleshoots Customer Premises Equipment including dedicated fiber and copper circuits, point-to-point fiber, and VPN of show management, exhibitors, permanent tenants, convention center admin, etc.
• Contacts the customer before the installation to explain the installation and ensure readiness and customer satisfaction
• Works with other boundary partners (Field service, maintenance techs, HSD engineers, and MTC technicians) to perform troubleshooting from the convention floor and / or facility to resolve any Customer Premises Equipment issues.
• Escalates any Customer Premises Equipment issues to the CB Network Engineering Supervisor for assistance
• Assist by running VOD / HSD issues in guest rooms on property when applicable.
• Maintains a commitment to safe practices and holds others equally accountable.
• Remains current on the latest technology through completion of required / recommended training and uses all appropriate processes and procedures for all Customer Equipment Technician systems / applications specific to the convention industry.
• Acts as a primary liaison with other departments, vendors and customers to ensure the overall success of Advanced Convention Services.
• Works with Advanced Convention Services Customer Service and Engineering to ensure that information in the COX portal is accurate order to install products and services in a correct and timely manner.
• Responds to daily incoming trouble ticket calls in a timely manner to meet or exceed Key Performance Indicators specific to facility compliant.
• Assists Advanced Convention Services Customer Care Team with technical specific orders to validate quote requirements and keep open lines of communication between the two departments to ensure excellent customer service.

QUALIFICATIONS

Minimum

Cable Proficiency

Test Equipment Proficiency

CISCO Proficiency

Routing Proficiency

Switching Proficiency

Wireless Network Proficiency

Preferred

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