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About the Role

Manage the overall IT operation, network, and client-facing services at the area level. Maintain equipment and infrastructure, position and sell solutions, execute events, and provide outstanding customer service.

Responsibilities

• Provide support for the technical sales of Internet Services and related products.
• Conduct proactive pre-sales discovery, determine client needs, negotiate, and accurately quote and price solutions.
• Participate in onsite meetings with the hotel and client prior to and during the event.
• Communicate adjustments to the team based on changes in event specifications.
• Coach the sales team to sell Internet more effectively.
• Ensure the readiness of the network infrastructure installation and temporary network equipment.
• Monitor network functioning, maintain equipment, and replace damaged components.
• Create documentation such as port maps, access point layouts, and network diagrams.
• Establish and maintain positive working relationships with Internet Service Provider, Network Service Provider, and Hotel IT team.
• Own the implementation of network configurations and customizations.
• Submit and manage configurations beyond the scope of self-service tools to the appropriate Network Operations Center.
• Assist Senior NOC Engineers with aiding end users and integration of new and existing network installations.
• Act as level two support for level one field employees and guest room support teams.
• Document incidents and network changes and perform root cause analysis.
• Provide emergency remote and on-site support.
• Plan and execute established event requirements with the highest levels of customer service.
• Supervise additional team members participating in providing services.
• Setup, configure, and test all supplied network and related equipment, including cabling.
• Ensure that the event specifications are understood by key stakeholders.
• Create network access codes and connection guides using provided tools.
• Troubleshoot client-provided devices.
• Own the inventory by accurately forecasting demand.
• Assist with the procurement of subrental or branch equipment.
• Manage the ordering, quality control, use, and safe return of equipment.
• Meet with the client post event and provide reporting on bandwidth and device utilization.
• Deliver training to local team members on Technical Sales, Network Management, and Event Support.
• Coach team member behavior and offer constructive feedback.
• Assist in the general operations of the local business by covering shifts and participating in initiatives.
• Assist with troubleshooting back-office IT issues such as network connectivity, computer hardware and software problems.
• Lead and support shows by training and mentoring technicians.
• Collaborate with other Area Internet Services Managers to assist with covering NOC tickets and supporting events.
• Assist the Regional Workforce Manager with assigning shifts for event support.
• Assist the Internet Services Installation team with in-market network installations and upgrades.
• Strive to exceed the expectations and needs of internal and external customers.
• Maintain a positive relationship with all clients through effective communication.
• Meet with guests on site to ensure their needs are met and equipment is working properly.
• Monitor events and check in on customers throughout the day.
• Understand and foster the hotel/client relationship.
• Hire, train, and develop a team of Customer Support professionals.
• Prioritize, lead, and assign work based on team member strengths and roles.
• Responsible for all aspects of team member training, career development, and performance management.
• Implement and cultivate a team environment that focuses on service levels, customer satisfaction, revenue generation, and productivity.
• Ensure team members are equipped with required tools, processes, and procedures.
• Establish strong working relationships with team members within the support center and other departments.

Requirements

• Bachelor of Science or equivalent in Computer Science or commensurate experience
• 5+ years of experience in the hospitality industry in a technical role
• 3+ years of field experience in internet services support
• 1+ years of leadership or management experience
• Ability to understand technical concepts and solutions and communicate them to a non-technical buyer.
• Familiarity with Internet services, bandwidth, IP wired and wireless networks, principles of computer hardware and software, webcasting.
• Preferred Certifications: CompTIA, Cisco CCENT/CCNA/CCDA/CCNP/Wireless specialties and/or other equivalent network and wireless vendors.
• Preferred Cisco IOS and hardware experience.
• Preferred experience with HP/Aruba, Ruckus, Meraki and other wireless solutions.
• Preferred experience with Cisco TACACS, DNA/Prime/WCS, Solar winds products and/or other network monitoring tools.
• Encompass all skills at the C2 Level.
• Within 1 year, achieve Computer Level 1 Certification (C1) per Encore Technical Skillset Matrix after transfer to new role.

Skills

• Technical Sales
• Network Management
• Event Support
• Customer Service
• People Management
• Ownership
• Hospitality
• Professionalism
• Responsiveness
• Safety Conscious
• Action Oriented
• Tech Savvy
• Ensures Accountability
• Internet services
• Bandwidth
• IP wired and wireless networks
• Computer hardware and software
• Webcasting
• Cisco IOS
• HP/Aruba
• Ruckus
• Meraki
• Cisco TACACS
• Cisco DNA/Prime/WCS
• Solar winds
• Network monitoring tools

Location

• Area level

Work Type

• Onsite
• Irregular hours
• On-call status

Experience Level

• 1+ years of leadership or management experience
• 3+ years of field experience in internet services support
• 5+ years of experience in the hospitality industry in a technical role

Education Level

• Bachelor of Science or equivalent in Computer Science

About the Company

• Work is performed in multiple hotels or convention centers.
• The working conditions will vary between moderately quiet to noisy volumes.
• Team members will use high-end audio-visual equipment, networking equipment, and electrical components, and will be exposed to heights via lifts and ladders.
• 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.