Event Tech Support Specialist

RainFocus•Orem, UT

62d•Onsite

About The Position

As a team member of the RainFocus client success organization, the Event Tech Support Specialist ("TS") will learn the ins-and-outs of the event delivery process and how the technology works. This role is essential in providing the technical know-how for events around the world. This position will work an adjusted schedule of Thursday - Monday in order to support our events that generally require support over the weekend. As a member of the event delivery team, the TS will work from the RainFocus warehouse and become the knowledge expert on RainFocus onsite technology. This includes: Windows and Mac imaging, badge pinter troubleshooting and maintenance, providing QA for new feature rollouts, and most importantly, providing remote support to our teams around the world with onsite events. The ideal candidate has a strong desire to learn about new technology and love to "tinker" with hardware. This person needs to be able to think outside of the box in order to solve complex issues. This individual needs to be able to communicate both in-person and digitally to teammates, clients, and contractors. This candidate must be a positive team player. The ideal candidate will face challenges with a desire to be the go-to person to provide a solution.

Requirements

1+ years experience with IT help desk or similar
Ability to travel to events anywhere in the country or world when needed - 10-15% travel expected, valid passport required
Collaboration on creation of processes to acquire requirements for live event execution
Create and maintain training materials
Assist in training new hires and contractors
Represent product needs for the event delivery team in appropriate product development meetings

Responsibilities

Setup, imaging, troubleshooting Windows and Mac machines
Troubleshooting badge printers
Managing MDM service for 6000 phones
Testing new hardware and resources
Weekends will be on-call support for onsite events
Supporting hardware, software, and logistical issues
Working with internal team members to prepare for and support ongoing events
Communicate with clients to describe technical details about the hardware we utilize
Gathering details to troubleshoot issues efficiently and without confusion for the staff onsite
Maintaining the RainFocus hardware by routinely doing checks and cleanings
Tracking inventory issues and documenting the processes related to fixing
Providing step-by-step instructions on how to use the RainFocus equipment
Be the "face" of the training videos used to keep our onsite staff currently on how to fix common onsite issues
Train the internal teams on best practices