Internet Lead - Westin Peachtree Plaza

Encore Global•Atlanta, GA

1d•Onsite

About The Position

The Internet Lead is responsible for intermediate level technical support for internet services in a hospitality environment while ensuring complete customer satisfaction. This position reports to an Operations Manager, Operations Director, or Director of Event Technology. Key responsibilities include accurate and timely setup, operation, and breakdown of intermediate audiovisual and internet equipment, troubleshooting technical issues, and resolving problems quickly. The role also involves providing excellent customer service, mentoring other Technicians, maintaining positive client relationships, and meeting with guests on site to ensure their needs are met. The Internet Lead must demonstrate advanced operational ability to troubleshoot equipment and software, anticipate challenges, and configure network equipment such as access points, switches, phones, computers, printers, and webcasting equipment. Additionally, the role requires operating video conferencing and webcasting equipment, creating network access codes, and working within company systems for equipment scheduling, invoicing, and revenue generation through up-selling.

Requirements

High school diploma required.
1-2 years of field experience in internet services support is required.
Technical level 200 Certified. New Encore team members must be certified by their location within 30 days.
Internal Candidates must show completion of 50% of hands-on skill verification.
Familiarity with Internet services, bandwidth, IP wired and wireless networks, principles of computer hardware and software, webcasting.
Ability to interact professionally and effectively with a diverse work force, customer base and senior level management.
Strong customer, client and coworker interface experience and abilities.

Nice To Haves

Associate degree is preferred.
2-3 years of customer service or hospitality experience is preferred.

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.
Provides excellent service and strive to exceed the expectations and needs of internal and external customers.
Be a leader, mentor, and coach for other Technicians on Encore’s Delivering World Class Service philosophy.
Maintains a positive relationship with all clients through effective communication.
Meets with guests on site to ensure that 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.
Understands the technical aspects of the job and demonstrates advanced operational ability to troubleshoot and problem solve with equipment and software issues.
Anticipates equipment challenges and changes in a timely and professional manner.
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.
Understands company processes, follows procedures, and completes systems entry and paperwork accurately.
Uses the equipment sheets to determine the equipment scheduled for set up and for strike.
Interacts with other staff and outside vendors for equipment.
Increases revenue by utilizing floor up-selling techniques.
Work with clients to finalize invoices.
As needed, work within Encore systems and applications.