Description
THIS POSITION IS REQUIRED ON-SITE AT BALTIMORE CONVENTION CENTER
JOB SUMMARY:
Field Technology Expert – Hospitality (FTE) will leverage expert-level knowledge and experience in network deployments to deliver a high-quality customer experience, upholding standards, and meeting company goals. You will also ensure, via monitoring and maintenance, a 100% uptime during the duration of the customer’s event. This role consistently partners with all departmental resources (Hospitality Technicians – Convention Services, show management, decorators, sales, engineering, contracted facilities and/or partner venues) to meet customer requests/demands.
Primary Responsibilities and Essential Functions
Subject Matter Expert (SME) – Deep/Broad Technical, Hospitality & Product Knowledge
- Possesses a deeper understanding of the network and is knowledgeable of the principles and processes involved in products and services in Cox’s Hospitality environments.
- Acquires, maintains, and stays current on technical knowledge and Hospitality products which may change over time by attending ongoing job-related training to include initial training, refresher training, as well as product and service updates.
- Study and interpret technical specifications for new equipment/applications to evaluate feasibility of operational deployment and translate any downstream impacts for troubleshooting.
- Expected to maintain and grow their level of technical expertise through industry related continuing education.
Focused Project Support and Troubleshooting
- Scope of work focuses on larger, multi-customer, complex, market-wide issues and/or improvement opportunities.
- Assigned tasks that are complex in nature, supporting all Hospitality products/services. Duties may vary year to year based on targets or areas identified for focus.
- Tasked with providing focused resolution of Project, Property and/or Network escalations, tech virtualizations, utilization, Chronic issues, and property monitoring.
- May assist other technicians with complex customer resolution of issues; isolate the origin of trouble/issues; and investigate and remediate root causes.
- May work with boundary partners to resolve issues (e.g., engineering, project management, support centers).
Technical Consulting / Community of Advisors
- Serves in an advisory capacity to Hospitality Field Operations leaders, technicians, and boundary partners through knowledge sharing, expertise, and experience.
- Advise, consult, and report on areas of focus, concern, and/or opportunity. May serve as a technical resource to other regional, market and operations leaders including the NOC (Network Operations Center) and SD (Service Desk).
- Facilitates/participates in a cross-regional community of Field Technology Experts who meet periodically to leverage cross-functional/cross-regional expertise and to identify synergies and economies.
- As a contributor to the community of Field Technology Experts, evaluate and capitalize on leading practices; self-govern protocols; refine/recommend processes across regions and businesses to ensure both uniformity and flexibility to enable a rapid collaborative response to outages; resolves common technical issues; and supplement technical expertise across the footprint.
Monitoring, Analysis, Trending & Reporting
- Supports back-office troubleshooting related to front line interface and troubleshooting applications, and to understand the mechanics of and interconnections between tracking and work routing systems.
- Provides analysis and reporting of trends and mines data and surfaces potential issues root cause from analysis of these systems’ data.
- Reviews data and interprets/translates the impact on operations which aids in interpretation and refinement of focus on priorities for work.
- Reports on chronic issues addressing network and property health; and looks for root causes.
System Improvement
- Will participate in or conduct analyses involving trending, and broader impacts to the business and/or customers. The role will accordingly make recommendations regarding operational impacts and identify opportunities for streamlining, improvements, innovation, or transaction reduction within all Hospitality environments.
- Explore process improvements for greater efficiencies or synergies.
- Proactively identify concerns and explore opportunities for improvement. E.g., resolve issues prior to customer contact or business interruption.
Training & Mentoring
- May collaborate and coordinate with technicians for “hands-on” support and observations relating to areas in which they work.
- May provide specialized training and knowledge/skill reinforcement to technicians as needed.
- Participates in team meetings as requested.
Quality, Safety & Work Management
- Participate in work that may require work beyond regularly scheduled work weeks, unscheduled days, and regular work hours.
- Possesses and applies comprehensive knowledge of the Hospitality field. Advanced knowledge of organization’s technologies and practices across Hospitality Network.
- Primary contribution is in applying knowledge (product, industry, professional, and technical) rather than managing people. Greater than 50% of time is done by individual contributor work.
- Accountabilities may require incumbents to work onsite in field, network, and/or customer premises requiring some physical and environmental demands like those experienced by field/network technicians.
Physical Requirements:
- Ability to carry and use tools and equipment.
- Adequate ability to distinguish distinct colors of wire.
- Ability to frequently bend, stoop, and crawl.
- The physical limitation of ladder and associated fall protection equipment provided is:
- 1AA ladder – 375 pounds (inclusive of body weight, tools, equipment, PPE (Personal Protective Equipment) etc.)
- Tools and equipment weigh approximately 50 pounds.
- Fall Protection – 425 pounds for harness (inclusive of body weight, tools, equipment, PPE etc.) Tools and equipment weigh approximately 50 pounds.
- The physical limitations of applicable equipment (such as aerial lift/buck truck boom, ladder, fall protection harness) includes body weight capacities of approximately 300 pounds.
As part of the physical requirements of the essential functions of their job, the Field Technology Expert could perform the following tasks:
- Get in and out of a vehicle to retrieve assorted items. Step heights are 19.”
- Raise and lower a ladder roof rack requiring 40 pounds of force with hand heights at 55” – 60”.
- Compress fittings onto coaxial cables with a crimping tool requiring 19 pounds of force with one hand.
- Ascend and descend a ladder while wearing a tool belt that weighs approximately 10 lbs.
- Lift and carry a 63 lb., 28’ extension ladder.
- Lift 1000’ rolls of Tri-Shield (coax) weighing 28 lbs. These rolls are lifted from a height of 12” and placed up to a height of 47”.
- Lift miscellaneous tools and products within the warehouse and vehicle racks.
- Items weigh up to 10 lbs. and are lifted from the floor and up to a height of 72”.
- Climbs ladders/stairs; performs fine motor and pinching movements; pivots with feet, bends, twists, and laterally flexes back; reaches at overhead, shoulder, knee, and floor levels; shoulder circumduction while driving (turning steering wheel); stoops, squats, crouches, kneels, crawls, and presses foot pedals; extends, flexes, rotates, and laterally flexes neck.
- 90% of daily tasks will be physically moving; pushes/pulls with arms and grasps with hands; reaches at waist.
- Occasionally sits.
Environmental Requirements:
Factors affecting environmental conditions will vary depending on the assigned work area and task.
- Ability to climb ladders and/or utility poles and work in in high places, such as catwalks and rooftops.
- Ability to work in small places, such as crawl spaces.
- Ability to tolerate typical commercial controlled work environments and uncontrolled weather-related heat and cold for extended periods.
- Ability to work outdoors and in extreme weather conditions and varying topographic, wet, dry, and hot locations.
- Navigate safely in environments where loud sounds are present, i.e., horns, forklift horns, vehicle reverse warning.
- Navigate safely in environments where large and fast-moving freight and freight equipment is commonly used i.e., warehouse, convention floor load in / load out.
Qualifications:
Minimum
- High School diploma/GED with minimum 5 years of experience in convention services or Hospitality; OR 3 years in related Networking, IT, or telecommunications fields. BA/BS degree plus 2 or more years of experience required in related field. MS degree plus 2 years related experience, Ph.D. plus up to 1-year related experience
- CCNA or other Associate level network certification.
- Understands the methodology and differences when installing, terminating, and maintaining Cat3/5/6, coax, single and multi-mode fiber cabling.
- Adaptability with using new vendor equipment.
- Requires strong knowledge and capabilty to operate/deploy :
- Microsoft 365 suite of applications
- Terminal emulators like SecureCRT and PuTTY
- Cisco IOS
- Cisco Prime
- Solarwinds
- Aruba AOS
- Aruba Airwaves
- Network fundamentals (IPv4, MAC address, Spanning Tree, VLANs)
- WLAN
- Wifi and bluetooth frequencies
- Xirrus Solutions
- VoIP and Legacy Phone systems
- Other IT knowledge or skillsets
- Excellent interpersonal, presentation, verbal and collaborative skills to work effectively with teams throughout organization.
- Candidate must meet physical requirements and/or limitations for equipment and uniform use referenced under Physical Requirements and Environmental section and be able to differentiate technical devices and equipment in the field (including those which are color-coded).
- Proven ability to work independently with little direct supervision.
- Clear hearing to meet Environmental section above.
- If required, a valid state driver’s license with driving record that meets Cox standards.
- Maintain certifications and licenses, as required by state and municipal laws i.e.: OSH,A etc.
- Successfully meet (and maintain) additional background check requirements (if any) for specialized projects/services i.e.: government and military locations etc.
- Able to identify key barriers/core problems and apply problem-solving skills to deal creatively with complex situations.
- Able to make decisions under conditions of uncertainty, sometimes with incomplete information, that produce effective end results.
- Willingness to work a flexible schedule as business needs dictate.
- Overnight travel as needed.
Preferred
- MSP experience
- Convention services experience – including large exhibits and meetings.
- Event/ Hospitality experience – managed IT services
- SCTE certification
The statements in this job description are intended to represent the key duties, essential nature and level of work being performed. They are not intended to be all responsibilities or qualifications of the job.
Physical Requirements:
- Ability to carry and use tools and equipment
- Adequate ability to distinguish different colors of wire
- Ability to frequently bend, stoop, and crawl
- The physical limitation of ladder and associated fall protection equipment provided is:
- 1AA ladder - 375 pounds (inclusive of body weight, tools, equipment, PPE etc.) Tools and equipment weigh approximately 50 pounds
- The physical limitations of applicable equipment (such as aerial lift/buck truck boom, ladder, fall protection harness) includes body weight capacities of approximately 325 pounds.
- Get in and out of a van to retrieve various items. Step heights are 19"
- Lift 500' rolls of RG 11 Messenger Cable weighing 40 lbs. These rolls are lifted from a height of 12" and placed up to a height of 36".
- Raise and lower a ladder roof rack requiring 40 pounds of force with hand heights at 55" - 60".
- Compress fittings onto coaxial cables with a crimping tool requiring 19 pounds of force with one hand.
- Ascend and descend a ladder while wearing a tool belt that weighs 10 lbs.
- Lift and carry a 63 lb., 28' extension ladder
- Lift 1000' rolls of Tri-Shield weighing 28 lbs. These rolls are lifted from a height of 12" and placed up to a height of 47".
- Lift miscellaneous tools and products within the warehouse and van racks.
- These items weigh up to 10 lbs. and are lifted from the floor and up to a height of 72".
- A physical exam to verify the physical requirements above as well others not listed may be required
- Ability to climb ladders and/or utility poles and work in high places
- Ability to work in small places (such as crawl spaces and attics)
- Ability to work outdoors and in extreme weather conditions and varying topographic, wet and dry locations.
Compensation:
Compensation includes a base salary of $85,600.00 - $128,500.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
