EVENT SERVICES IT TECHNICIAN

Company: Forum Info-Tech, Inc.
Location: Ontario
Posted on: November 16, 2022

Job Description:

EVENT SERVICES TECHNICIANHave you ever been to a concert and wondered what happens backstage? Are you passionate aboutIT and want the opportunity to start your career, learn and grow? Do you want to be a part of a team that uses IT expertise to help make concerts and other events happen?Our company is expanding through a growing reputation for quality and customer satisfaction. After going through a change in our culture, we're ready to add new staff while raising the expectations of our existing team. This is an ENTRY LEVEL POSITION for our Event Services IT Department.You will help our customers with their service requests, assist venues with their IT systems before and during events, and help your team keep a high customer satisfaction rate through great customer service and quality technical work.SUCCESS FACTORS Answer calls by second ring during business hours Respond to after-hour requests within 30 minutes Assist our venue customers with sales process, making sure their customer needs are met Maintain 100% punctuality for all service calls Maintain at least 80% of working hours as billable Maintain customer satisfaction score above 90% Keep customers' documentation up to dateOBSTACLES Event Services is a very fast-paced industry. This job requires you to have high availability, and work needs to be completed on time, which can add to pressure. You may be required to work after-hours, weekends or holidays according to event schedules. Our customers use multiple different third-party applications and we are the liaison between the customer and vendor. We are always implementing cutting edge technology for our customers and you will need to continuously learn and stay up to date. We have very aggressive SLAs to ensure our customers are getting the best customer service.Meeting these SLAs is challenging but necessary.KNOWLEDGE, SKILLS, EXPERIENCE NEEDEDTo be successful in this position you will be a quick learner, self-driven, disciplined and thoughtful, natural with follow-up and follow-through, detail-oriented and out of the office 90%-100% of the time, traveling between facilities. Most importantly, you have to keep a positive and proactive attitude, showing our customers you have a genuine interest in helping them succeed.The ideal candidate for this position must be able to stay organized, multi-task and effectively manage their time. We are looking for an individual who has a natural skillset of strong presentation and the ability to relate to individuals within minutes of a conversation and build credibility with individuals at all levels in an organization.REQUIREDThis description is intended to provide only basic guidelines for meeting job requirements.Responsibilities, skills and working conditions may change as needed. Network basics - ability to troubleshoot network connectivity issues and network equipment to quickly identify and correct basic issues, since many of our customers use cloud technology. You also need to have basic knowledge on DHCP, DNS and WiFi troubleshooting. Everyday IT work - ability to install, configure and troubleshoot Windows workstations (local or remote), troubleshoot basic hardware issues and network connection problems. Must have the ability to configure device drivers (especially printers), remove malware and keep workstations at optimal performance levels. Onsite Assistance - ability to travel to customers' locations to provide onsite assistance when required. Provide multi-tiered customer support and First Call Resolution (FCR) to reported incidents via email, phone, remote assistance tools, and desk-side onsite assistance. Ability to communicate effectively internally and externally using e-mail, phone, and messaging tools. Troubleshoot network environments including servers, workstations and basic network equipment. Work with third party hardware and software vendors to resolve reported incidents. Possession of a valid driver's license with valid automobile insurance Ability to lift or carry 30-40lbs Regular sitting and standing associated with travel in accordance with a normal IT environment. Manual dexterity needed for using a cellphone, tablet, and computer keyboard. Ability to travel to customer locations throughout the workday. May require some night and weekend work. Perform other duties as requested by management. Attend meetings/training as required by management. Enforce compliance with company policies and procedures; forward all non-compliance issues to HR representative. Document activities in a ticketing system, per company protocol. Update customer documentation as needed. Proactively maintain communications with customers through analysis and resolution process to keep them informed of status and resolution plan. Escalate to or work with higher level support when solution is not clear. Ability to adhere to occasional shift changes and 24x7 emergency on-call support schedule. Perform other duties as assigned.EDUCATION & EXPERIENCE REQUIRED High School or equivalent completed. Network+ or Cisco CCENT certifications Experience in Managed Service Providers a plusDisclaimer: This job description is not to be considered an offer of employment or a contract for employment. Employment with Forum Info-Tech, Inc. is at-will. This means that we may change the terms and conditions of employment at any time, with or without advance notice or cause. It also means that employees may terminate their employment with the company. All employees must comply with and adhere to our company policies. The company may change this job description at any time. Any concerns should be reported to the CEO as soon as possible.Salary: $12-$18 per hour.Job Type: Full-timePay: $17.00 - $20.00 per hourBenefits: 401(k) 401(k) matching Dental insurance Flexible schedule Flexible spending account Health insurance Life insurance Paid time off Tuition reimbursement Vision insuranceExperience level: 2 yearsSchedule: 8 hour shift Evening shift Monday to Friday On call Rotating weekends Weekend availabilityAbility to commute/relocate: Ontario, CA 91764: Reliably commute or planning to relocate before starting work (Required)Experience: Help desk: 1 year (Required) Windows: 1 year (Required)Work Location: One location

Keywords: Forum Info-Tech, Inc., Ontario , EVENT SERVICES IT TECHNICIAN, Engineering , Ontario, California