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IT Support Specialist

Job Description


IT Support Specialist What does it mean to be a part of TOURtech? It means you are a part of something special. What we do is hard, ever changing, dynamic, exciting, and seamless when all the variables align. TodayWi-Fi is an expected and often necessary element of every event, venue, or product launch. We are the best in the biz, and to be the best you need a stellar team. If you are a person that enjoys creating order out of chaos, thrives under pressure and gets a thrill in solving problems that seem impossible to fix, then you want to be a part of TOURtech. We do Entertainment IT like no other. Headquartered in Raleigh, North Carolina, TOURtech is the market leader in Entertainment IT providing temporary event Wi-Fi, VOIP, Internet Connection Management, and Venue Services. Featuring an elite team of event production professionals and expert network engineers, the company continually sets the bar for Entertainment IT success. Our high-level corporate events coupled with our extensive experience in music festivals such as Lollapalooza, Firefly, and iHeartRadio events makes TOURtech a much sought-after destination for the best talent in the industry. Our Venue Services business is expanding, and we are currently interviewing candidates for an IT Support Specialist. This position is based in our Raleigh office headquarters, is not an entry level position but one ideal for the individual who can wear many hats within IT. The IT Support Specialist is an experienced individual who troubleshoots and diagnoses complicated and complex problems to resolution. This role requires a high focus on Customer Service and on projects. The IT Support Specialist develops and implements complex network solutions to resolve client issues. The role combines extensive technical expertise with ingenuity, product knowledge, industry knowledge, and leadership skills. This position works across technical disciplines, critical client problem management, defect isolation and resolution, with other external vendors, software products, and can fundamentally analyze business processes. The IT Support Specialist performs tasks using formal network design, implementation, development, and support methodologies specific to industry standards and departmental procedures. The IT Support Specialist makes decisions regarding project priorities and works with the sales, implementation, and management teams to ensure field product readiness and client satisfaction. Job Requirements:Major Activities and Responsibilities: Troubleshoot, analyze, prioritize, and resolve and/or facilitate resolutions for all types of issues, both internal and external, dealing with all networked and/or voice environments. Monitor the performance and capacity of computer systems using a variety of tools, looking for hardware, software, and environmental alerts or malfunctions. Carefully track and document all issues and resolutions in detail, increasing the knowledge base of the NOC and recording of the health of the system. Performs customer discovery discussions to understand and document business needs and design requirements necessary for the formulation of optimal solutions. Provides technical and/or consulting leadership with extensive knowledge of support, products, applications, methodologies, and technologies and how these technologies interact. Participates in strategic and tactical account planning. Improve network functionality, quality, or development and support productivity with advanced network engineering techniques or tools, utilities, and staying current with technology advancements in field of expertise. Generally assigned to critical projects and complex problems. Responsible for wide range of network, hardware and operating system knowledge and staying current, at a high level, with technology advancements in field of expertise. Act as a resource and partner to all internal teams. Attend walk-throughs, project/product meetings, standups, launch meetings, and defect reviews as needed to give input from a Technical Support/Field Support impact viewpoint. Organize technical information. Write, review, and publish technical documentation at a professional level. Take on special projects as assigned or suggested by self and approved by management. Provide technical and consulting leadership by using level knowledge of networks, system, programming, and data processing technology. Project involvement includes high impact and high focus projects. Experience/Skills: Some key skills to be successful in this role include experience with SD-WAN in large environments, site to site VPN and client to site connectivity, scripting knowledge, and experience with enterprise grade Wi-Fi, managing, supporting, and deploying network infrastructures. An understanding of Office 365, SharePoint, and Teamwork Projects is valuable. Excellent time management and organizational skills is critical with the ability to shift priorities quickly and manage multiple concurrent tasks or projects with minimal supervision. An understanding of production environments or events is a benefit in this role. Requirements: Bachelors degree in engineering or computer science is preferred. 5-7 years of previous work in a fast-paced environment engaged in network support, design, implementation, or support experience required with the ability to diagnose server or network alerts, events, or issues. A strong understanding of support, network design, and/or analysis is expected at this level. Must effectively communicate in a professional manner, demonstrating good oral and written communication skills and the ability to address conflict with others constructively. This position must have the ability to effectively communicate technical concepts to both technical and non-technical team members and customers, building the value as a trusted advisor. Candidate must be available to work flexible hours when needed. Benefits: TOURtech offers fulltime employees a benefits package including Medical/Dental/Vision/Life Insurance/Short Term and Long-Term Disability coverage, and Paid Time Off.Enjoy Hawaiian Shirt Fridays and a dog friendly office.


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