Technical Specialist, Internet Services
Encore Canada
Mississauga, Ontario
1d ago

Key Job Responsibilities

Event Support

  • Correctly interpret internet services event needs and collaborate with other internal team members on integration into event execution plan
  • Perform proactive and reactive technical support and troubleshooting activities during events by monitoring networking equipment, the wireless environment and end user experience to ensure client success
  • Provide interpretable event data for customers to help them to better understand their future event needs
  • Customer Service

  • Maintain a positive relationship with all clients, hotel employees and internal team members by providing effective communication and knowledgeable advice
  • Provide excellent service and strive to exceed the expectations and needs of internal and external customers
  • Provide support for non-Internet related activity as availability allows
  • Collaborate with sales team to upsell, by identifying opportunities to recommend additional Internet services solutions (increased bandwidth, additional connection, custom SSID etc.)
  • Venue Network Operation

  • Ensure well-executed events through accurate and timely setup, operation, and breakdown of advanced network equipment
  • Ensure the integrity of the venue network by carefully controlling and supervising access to equipment closets and complying with all company and venue security and safety measures
  • Troubleshoot technical issues and work with the 3rd party network services provider or Encore NOC and venue IT to resolve problems quickly as they arise
  • Equipment Maintenance

  • Work with network services provider to replace faulty network equipment as needed including sourcing of replacement equipment, replacing the equipment in the closet and the timely recovery of old equipment
  • Helps to identify when additional equipment may be needed to execute the needs of an event
  • Job Qualifications

  • Bachelor’s Degree is preferred, High School Diploma is Required
  • 3-5 years of customer service or hospitality experience is preferred
  • 1-2 years of field experience in internet services / networking support is required
  • Encompass all skills at the Computer Level 100. Within 3 months, achieve Computer Level 200 Certification per Encore Technical Skillset Matrix and Level 300 after 1 year.
  • Ability to interact professionally and effectively with a diverse work force, customer base and senior level management
  • Experience with project management of multiple tasks / initiatives
  • Strong customer, client and coworker interface experience and abilities
  • Competencies

  • Responsiveness
  • Manages Complexity
  • Hospitality
  • Ensures Accountability
  • Responsiveness
  • Hospitality
  • Manages Complexity
  • Tech Savvy
  • Ensures Accountability
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