Position Overview

The Internet Lead is responsible for intermediate level technical support for internet services in a hospitality environment while ensuring complete customer satisfaction. This position reports to an Operations Manager, Operations Director, or Director of Event Technology.

Key Job Responsibilities 

Equipment Operation

• Responsible for accurate and timely setup, operation, and breakdown of intermediate audiovisual and internet equipment.

• Troubleshoot technical issues and resolve problems quickly as they arise.

• Complies with all Company security and safety measures.

• Ensures equipment is secure from theft and/or damage when in use.

Customer Service

• Provides excellent service and strive to exceed the expectations and needs of internal and external customers.

• Be a leader, mentor, and coach for other Technicians on Encore’s Delivering World Class Service philosophy.

• Maintains a positive relationship with all clients through effective communication.

• Meets with guests on site to ensure that needs are met, and the equipment setup is working properly.

• Monitors events and checks in on customers throughout the day.

• Understands and fosters the hotel/client relationship.

Technical Ability

• Understands the technical aspects of the job and demonstrates advanced operational ability to troubleshoot and problem solve with equipment and software issues.

• Anticipates equipment challenges and changes in a timely and professional manner.

• Setup, configure and test all supplied network and related (i.e., access points, switches, phones, computers, printers, webcasting etc.) equipment including cabling making use of the set standards available. Ensure that the event specifications are understood by key stakeholders.

• Operate equipment such as video conferencing and webcasting equipment.  

• Utilizing tools provided, create network access codes, connection guides and troubleshoot client provided devices.

Systems Knowledge

• Understands company processes, follows procedures, and completes systems entry and paperwork accurately.

• Uses the equipment sheets to determine the equipment scheduled for set up and for strike.

• Interacts with other staff and outside vendors for equipment.

• Increases revenue by utilizing floor up-selling techniques.

• Work with clients to finalize invoices.

• As needed, work within Encore systems and applications.

Job Qualifications

• High school diploma required. Associate degree is preferred.

• 1-2 years of field experience in internet services support is required.

• 2-3 years of customer service or hospitality experience is preferred.

• Technical level 200 Certified. New Encore team members must be certified by their location within 30 days.

• Internal Candidates must show completion of 50% of hands-on skill verification 

• Familiarity with Internet services, bandwidth, IP wired and wireless networks, principles of computer hardware and software, webcasting.

• Ability to interact professionally and effectively with a diverse work force, customer base and senior level management.

• Strong customer, client and coworker interface experience and abilities.

Competencies

Deliver World Class Service

• Hospitality

• Ownership

Do The Right Thing

• Instills Trust

• Safety Conscious

Drive Results

• Action Oriented

See The Big Picture

• Tech Savvy

Value People

• Communicates Effectively

For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link (https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx). 

Work Environment

Hotel

Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members will use high-end audio-visual equipment and electrical components and will be exposed to heights via lifts and ladders. Team members may be asked to work in multiple hotel locations. Working times will include irregular hours and on-call status including days, evenings, weekends, and holidays. 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.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.