Technical Support Specialist

As a Technical Support Specialist at the Florida Panthers, your responsibilities include troubleshooting and resolving tech inquiries, setting up and tearing down event-related equipment, and providing emergency IT support during events. You'll be the go-to person for installing, supporting, and maintaining desktops or other systems and managing our help desk calls. Additionally, you'll need to assist with network troubleshooting, software installation, and ensure all equipment is functioning, especially during busy game days.

To apply for the Technical Support Specialist role at the Florida Panthers, you should have an undergraduate degree in Information Technology. It’s essential to possess general IT knowledge, especially in installing and configuring hardware and software. Experience with Azure Active Directory, Office 365, and Windows 10/11 is preferred. Certifications like Microsoft, Cisco, or CompTIA are advantageous, along with a physical capability to lift 50 pounds unassisted.

The work environment for a Technical Support Specialist at the Florida Panthers is exciting and dynamic. You will work in a fast-paced setting, particularly during game days and events at the Amerant Bank Arena, and other venues like the FTL War Memorial. It involves varied tasks ranging from technical troubleshooting to physical setup and maintenance of equipment, fostering a collaborative spirit among team members who share a passion for technology and sports.

A typical day for a Technical Support Specialist at the Florida Panthers involves preparing technologies for events, setting up AV systems, providing technical support during games, and managing help desk inquiries. With the high volume of activity, you'll frequently engage with different departments to address IT concerns, ensuring everything runs smoothly for both the staff and fans. Your adaptability will be key as you might have to handle issues on-the-fly or work flexible hours on weekends and holidays.

The Florida Panthers are committed to promoting diversity and inclusion within the workplace. They believe that a diverse workforce fosters innovation and success. As a Technical Support Specialist, you will be a part of an organization that actively encourages applications from individuals of varying backgrounds, experiences, and perspectives, ensuring that everyone feels valued and respected for their unique contributions in all facets of the business.

When answering this question, focus on specific examples of hardware and software issues you've resolved in the past. Highlight your methodology, including how you diagnosed the problems, the tools you used, and how you communicated solutions to the end-users. Emphasize your role in enhancing user satisfaction through effective troubleshooting.

In your answer, discuss your approach to time management and prioritization. Explain how you assess the urgency of each issue and your strategies for addressing the most critical problems first while keeping all stakeholders updated. Mention any past experiences where you successfully balanced multiple tasks to maintain smooth operations.

Your response should include an overview of standard procedures like testing each component before the setup, ensuring all cables are securely connected, and running sound checks. Discuss how you adapt setups based on the venue and audience size, and any experiences you've had in delivering seamless AV support during live events.

Describe your experience working in a help desk or support role. Touch on the systems you used, the volume of requests you managed, and how you ensured timely resolutions. Emphasize your communication skills in dealing with users and your ability to convert complex tech jargon into simple language.

Answer this question by outlining your standard procedure for handling outages, starting from diagnosis to resolution. Explain your communication plan for updating affected users, and highlight your commitment to learning from these incidents to improve future responses.

Discuss your learning approach when faced with new technologies, focusing on your research strategies, resources utilized (like online tutorials or documentation), and how you apply a hands-on approach to learning. Use a specific example to illustrate your ability to adapt quickly in a technology-driven environment.

In your response, detail your commitment to continuous learning, mentioning specific resources like online courses, certifications, and tech-related communities. Discuss how keeping your knowledge current positively impacts your job performance and overall team efficiency.

List any ticketing systems or software tools you've worked with for tracking issues, such as Jira or ServiceNow. Discuss your familiarity with their features and how you've utilized them to streamline processes, improve communication, and enhance team collaboration.

Talk about your interpersonal skills in handling stressful situations, particularly your empathy and active listening abilities. Provide examples of how you've successfully de-escalated situations by acknowledging frustrations, offering clear solutions, and ensuring a follow-up to confirm satisfaction.

Share your passion for technology and helping others. Explain how the satisfaction of resolving issues and enhancing user experiences drives your enthusiasm for technical support. Use personal anecdotes to convey your genuine interest in making a positive impact on users' interactions with technology.