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Encore · 2 days ago

Internet Specialist - Washington Hilton

Washington, District of Columbia, United States

Full-time

Onsite

Mid Level

3+ years exp

Encore is a company that provides support services in the hospitality industry, and they are seeking an Internet Specialist to manage IT operations and network services at their hotel. The role involves troubleshooting technical issues, maintaining equipment, and ensuring high levels of customer service during events.

Event ManagementEvent PromotionEvents

Responsibilities

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

Under direction from the property Director and the Area Internet Services Manager, ensure the readiness of the network infrastructure installation and temporary network equipment by monitoring the functioning of the network, maintaining equipment in working order, replacing damaged components, and creating documentation such as port maps, access point layouts, network diagrams and labelling the patch panels and wall outlets

Establish and maintain positive working relationships with Internet Service Provider, Network Service Provider, and Hotel IT team to facilitate the smooth operation of the network and the highest levels of service

Own the implementation of network configurations and customizations utilizing available self-service tools such as web portals and command line. Submit and manage configurations beyond the scope of self-service tools to the appropriate Network Operations Center and coordinate the implementation of said changes

Under direction from the property Director and the Area Internet Services Manager, plan and execute established event requirements with the highest levels of customer service

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

Own the inventory by accurately forecasting demand, assist with the procurement of suitable subrental or branch equipment (i.e., phones, computers, printers, webcasting etc.) and assist the ordering, quality control, use and safe return of such equipment

Meet with the client post event; provide reporting on bandwidth and device utilization as available

Assist in the general operations of the local business as required by covering shifts, participating in initiatives, and offering expertise to continually improve smooth and safe operations

By understanding the general principles involved, assist with troubleshooting back-office IT issues such as network connectivity, computer hardware and software problems by identifying the problem, solving locally where possible and escalating to IT when not

Support shows and further assist the onsite team by educating and mentoring technicians

Strives to exceed the expectations and needs of internal and external customers

Maintains a positive relationship with all clients through effective communication

Meets with guests on site to ensure that their 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

Qualification

Internet services supportNetwork managementTechnical certificationsCustomer serviceAudiovisual equipment operationCommunication skillsTeam collaboration