Hospitality Technician I - Convention Services

Company

Cox Communications, Inc.

Job Family Group

Technical Operations

Job Profile

ACS Service Technician I

Management Level

Individual Contributor

Flexible Work Option

Can work remotely but need to live in the specified city, state, or region

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Hourly base pay rate is $28.13 - $42.21/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Job Description

THIS POSITION IS REQUIRED ON-SITE AT BALTIMORE CONVENTION CENTER

JOB SUMMARY:

The Hospitality Technician I – Convention Services is responsible for the installation, maintenance, and service of custom hospitality products specializing in convention services.  The Hospitality Technician I – Convention Services will ensure, via monitoring and maintenance, a 100% uptime during the duration of the customer’s event. The technician is responsible for delivering a high-quality customer experience, upholding standards, and meeting company goals. This role consistently partners with all departmental resources (Hospitality Technicians– Convention Services, show management, decorators, sales, engineering, contracted facilities and/or partner venues) to meet customer requests/demands.

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:

• Performs all Layer I and Layer II applications for equipment installs, configurations, provisions, maintenance, upgrades, debugging, and adjustments.
• Coordinates with customer service, building services, show management, exhibitors, convention center admin, and vendors for installation of Hospitality products. Including access to areas such as IDFs (Intermediate Distribution Facility), DCC, roof, etc.
• Assists Hospitality Technician II with a wide variety of equipment to provide phone, data communication, and advanced services.
• Communicates directly with customers, business partners, customer service reps, decorators, and hotel staff and provides excellent customer service and professionalism.
• Provides direction to team members, vendors, property personnel based on show and/or property needs.
• Verifies the operational performance of system equipment for compliance to design specifications and quality of service targets.
• Utilizes designated test equipment and tools specific to Hospitality Services.
• Maintains and troubleshoots local area networks (LAN), metro area networks (MAN), and wide area networks (WAN) connectivity over fiber, ethernet, and GigE links.
• Ensures all cable drops, floor runs etc. are completed with the upmost professionalism and with the customers and event attendee’s safety in mind.
• Knowledge of mature wiring standards, i.e., taking over older convention spaces.
• Competent in splicing 6/12 single-mode and multi-mode fiber.
• Ensures maps and floor plans are accurate and verified by the customer and/or customer service.
• Engages the customer before, during, and after the installation to answer questions, ensure readiness and customer satisfaction.
• Responds to and resolves incoming trouble ticket calls within key performance metrics.
• Assists boundary partners with orders to validate quote requirements.
• Ensures proper deinstall after customer move out. 
• Recover temporary deployed equipment by safely removing and disposal of temporary cable drops, phones, etc.
• Maintain a clean and safe work environment.
• Remains current on the latest technology and/or Safety requirements.
• Assists with inventory management.
• If driving is required – valid state driver’s license and a good driving record.
• May operate boom lifts and scissor lifts as needed in accordance to OSHA and state requirements.
• Willingness to pivot to support cross functional teams i.e.: Hospitality Network, Blueprint RF, etc.
• Maintain professional and hygienic appearance.
• Works “On Call” as scheduled to support customer and special events.
• Schedule will align with business needs and could include after hours, nights, and weekends.

Physical Requirements:

• Ability to carry and use tools and equipment. 
• Adequate ability to distinguish distinct colors of wire. 
• Ability to frequently bend, stoop, and crawl. 
• The physical limitation of ladder and associated fall protection equipment provided is:
  • 1AA ladder – 375 pounds (inclusive of body weig