Technical Support II

LEGENDS

Founded in 2008, Legends’ operating divisions worldwide include – Global Partnerships, Global Sales, Hospitality, Global Partnerships, Global Merchandise, Global Technology Solutions, Attractions, Growth Enterprises – offering clients and partners a 360-degree data and analytics fueled service solution platform to elevate their brand and execute their vision. Currently, Legends works with marquee clients across business verticals including professional sports; collegiate; attractions; entertainment; and conventions and leisure. We are the industry leaders in designing, planning, and realizing exceptional experiences in sports and entertainment. For more information, visit www.Legends.net and follow us on Twitter and Instagram @TheLegendsWay.

THE STAR

This position will be located at The Star, Frisco, TX. Legends runs a member’s club, provides tours, food and beverage and other services at the location. The venue is expected to host many sporting events, concerts, and corporate activities throughout the year, requiring constant IT diligence to ensure maximum service availability. The location will bring you into contact with the public, the client’s and Legends staff and visitors, and many other outside guests.

THE ROLE

Candidates eligible for this position must be customer service-focused, with the ability to work independently and be flexible to help support at any Legends Hospitality location. The person filling this position will have success if they possess the ability to work in a fast paced, dynamic work environment with changing work priorities. The qualified individual will also possess solid analytical and problem-solving skills; proven ability to organize, manage, and complete multiple tasks in an efficient and timely fashion; strong verbal and written communication and the ability to establish and maintain effective working relationships with all internal and external stakeholders.

• Providing technical support to The STAR operations personnel that work out of the location.
• Provide specialty POS and technical equipment support to the STAR, ensuring the proper handling of issues to resolution and/or escalating the issue as appropriate.
• Provide system support and technical training to those technical staff that support events at The Star and Ford Center

ESSENTIAL FUNCTIONS

• Provide level 1 & 2 support for all point-of-sale system problems and escalate when necessary.
• Perform validations, troubleshooting and resolving implementation issues regarding Hardware, network, or software.
• Replacement of defective hardware before, during and after events
• Diagnoses of software, firmware & hardware errors, and breakage
• Maintain a thorough knowledge of the organization and adhere to all standards and practices.
• Initiates and implements improvements to areas of responsibility.
• Field incoming help requests from customers via telephone, email or any other media or work orders in a courteous manner and meet agreed service level agreements with customers.
• Perform hands-on fixes, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Manage open issues related to implementation.
• Provide timely attention to all Star and Ford Center Helpdesk requests and perform daily ticket maintenance.
• Works with third party systems and hardware providers to diagnose and address issues.
• Maintain, clean, repair, upgrade and replace hardware as needed, process RMAs and ensure technology availability is at a maximum.
• Pay special attention to time sensitive business requests and make smart decisions to ensure minimal user/customer impact for their regular workday.

QUALIFICATIONS

To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Keyboarding skills and computer proficiency with software knowledge to include MS Office.
• Excellent interpersonal, written, and oral communication skills required.
• Must be meticulous, organized, service oriented and responsible.
• Strong customer service and presentation skills.
• Able to motivate themselves and a team to work together in the most efficient manner.
• Eagerness to work in a rapidly changing, diverse environment and a willingness to accept ownership and responsibility of IT they manage to ensure its 24x7 availability.
• Able to analyze user needs, problem-solving and reach acceptable solutions.
• Able to perform effectively with supervision, either independently or as a team member.
• Comprehensive knowledge of POS, printers, peripherals and desktops/laptops and PC applications.
• A practical knowledge of Intranet and Internet Technologies, servers, networking, and telephony.
• Good understanding of network troubleshooting including TCP/IP, VLAN’s, and wireless.
• Experience working with managed service providers.
• Able to maintain confidentiality of information and systems.
• Knowledge of security, compliance requirements and practices.
• Must be able to sit, stand, walk or a combination of the three for up to 10 hours a day.
• Must be able to lift to fifty pounds.
• Must be regularly available and willing to work at least 8 hours per day, five days per week, or such other hours per day or hours per week as we determine are necessary or desirable to meet business needs.
• Must be available and willing to work such weekends and holidays as we determine are necessary or desirable to meet Legends’ business needs.

COMPENSATION

Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, talk, hear, use hands to finger, and handle controls. The employee frequently is required to reach with hands and arms. The employee is required to stand, walk, and stoop. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Legends is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.