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About the Role
The Internet Services (IS) Manager is responsible for managing and supporting small to large-scale wired and wireless ethernet networks for live events, ensuring client satisfaction. This role supports and manages the day-to-day operation of IT, network, and client-facing services, maintaining equipment and infrastructure, positioning and selling solutions, executing events, and providing outstanding customer service.
Responsibilities
- Ensure well-executed events through accurate and timely setup, operation, and breakdown of advanced network equipment.
- Monitor network infrastructure installation and temporary network equipment readiness.
- Maintain equipment in working order, replacing damaged components.
- Create documentation such as port maps, access point layouts, network diagrams, and label patch panels and wall outlets.
- Establish and maintain positive working relationships with Internet Service Provider, Network Service Provider, and Hotel IT teams.
- Manage network configurations and customizations utilizing self-service tools.
- Submit and manage configurations beyond self-service scope to the appropriate Network Operations Center.
- Perform proactive and reactive technical support and troubleshooting during events.
- Plan and execute established event requirements with high levels of customer service.
- Setup, configure, test, and operate supplied network and related equipment.
- Ensure event specifications are understood by key stakeholders.
- Operate equipment such as video conferencing and webcasting equipment.
- Create network access codes and connection guides using provided tools.
- Troubleshoot client-provided devices.
- Own inventory by accurately forecasting demand.
- Assist with procurement of suitable subrental or branch equipment.
- Manage the ordering, quality control, use, and safe return of equipment.
- Meet with clients post-event to provide reporting on bandwidth and device utilization.
- Deliver training to local team members on Technical Sales, Network Management, and Event Support.
- Coach team behavior and offer constructive feedback for continuous improvement.
- Assist in general operations of the local business by covering shifts and participating in initiatives.
- Troubleshoot back office IT issues such as network connectivity, computer hardware, and software problems.
- Manage the technical sales of Internet Services and related products.
- Conduct proactive pre-sales discovery in collaboration with the sales team.
- Determine client needs, negotiate, and accurately quote and price solutions.
- Participate in onsite meetings with the hotel and client.
- Communicate appropriate adjustments for changes in event specifications.
- Coach the sales team to sell Internet more effectively.
- Maintain a positive relationship with clients, hotel employees, and internal team members.
- Provide effective communication and knowledgeable advice.
- Provide support for non-Internet related activity as availability allows.
- Replace faulty network equipment as needed.
- Identify when additional equipment may be needed for events.
Requirements
- Bachelor of Science or equivalent in Computer Science or commensurate experience.
- 3-5 years of experience in the hospitality industry in a technical role.
- 3+ years of field experience in internet services support.
- 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.
- Networking certifications from Cisco, CompTIA are an advantage.
- Encompass all skills at the C3 & C2 Level.
- Within 1 year, achieve Computer Level 1 Certification (C1) per Encore Technical Skillset Matrix after transfer to new role.
Skills
- Attention to Detail
- Build Teamwork
- Build Relationships
- Coaching and Providing Feedback
- Communication
- Exceeds Customer Expectations
- Negotiation
- Quality Orientation
- Self-Development
Location
- hotel or convention centers
Work Type
- Onsite
- Irregular hours
- On-call status
- Days, evenings, weekends and holidays
Experience Level
- 3-5 years of experience in the hospitality industry in a technical role
- 3+ years of field experience in internet services support
Education Level
- Bachelor of Science or equivalent in Computer Science
About the Company
- Encore