Specialist Venue Technology Associate - Part-Time

Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, Infosys Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for more than 90 years. More information is available at www.msgentertainment.com.

Who are we hiring? 

The MSG Technology team is seeking a Specialist Venue Technology – Part Time Associate to join the Venue Support team. The Specialist Venue Technology is responsible for providing professional, proactive, customer-focused and responsive support of IT systems located at all company venues, including but not limited to Point of Sale (PoS) systems, LAN/WAN networking, Desktop/laptop support, and venue software systems. The Specialist Venue Technology is responsible for recommending & implementing solutions for business-critical projects and incident resolution. The role requires a customer-centric individual who is passionate about solving IT problems procedurally as well as through innovation. The Specialist Venue Technology will perform project assessments & implementation, pre-event/event/post-event monitoring (health check & performance statuses) and troubleshooting, system updates and upgrades, testing and debugging of software systems, reporting & analytics, and respond to customer requests via phone, email and/or tickets. The position requires a person to have a “hands-on” attitude, a superior customer service focus, and to be able to work with limited supervision.  

What will you do?  

• Provide on-site support of devices/software/hardware for venues prior to and during events. 
• Ensure that the level of support being provided meets the requirements of the business SLAs. 
• Advise management of any event, project or system related issue/s that have not been resolved or addressed in a timely manner. 
• Manage daily assigned Service Desk tickets - this includes acknowledging, updating work logs and resolving, ensuring that the customer is kept up to date. 
• Receive equipment & perform logistics, including configuration, staging, functional testing, implementation, on-site functional validation and support. 
• Leverage all required support groups to resolve support issues with excellent interpersonal skills. 
• Provide PC support, moves, upgrades, and asset management. 
• Act as an escalation point for Event and Business Operations. 
• Maintain and update operational documents as required. 

What do you need to succeed?  

• Associate’s degree or extensive work experience in related field required (i.e. - entertainment venues, hospitality, retail) 
• 3+ years of hands-on IT support experience preferably with point-of-sale systems  
• Proven experience in desktop/laptop/tablet set up and support (i.e. - software/hardware, Active Directory, Office 365) 
• Experienced in supporting & troubleshooting client-side WiFi technologies 
• Experienced in Windows/Mac deployment and systems support