Internet Services Manager (SNE) - Waldorf Astoria New York

Position Overview The Internet Services (IS) Manager is responsible for managing and supporting small to large-scale wired and wireless ethernet networks for live events while ensuring the utmost in client satisfaction. Reporting to the local venue Director with additional oversight by Regional Internet Services (IS) management, this position supports and manages the day-to-day operation of IT, network and related client facing services at the location level. The IS Manager will maintain the equipment and infrastructure, position and sell the solution, execute events and provide outstanding internal and external customer service. Key Job Responsibilities Network Operation: Ensure well-executed events through accurate and timely setup, operation, and breakdown of advanced network equipment Under direction of local Director and IS, ensure the readiness of the network infrastructure installation and temporary network equipment by monitoring the functioning of the network, maintaining equipment in working order, replacing damaged components and creating documentation such as port maps, access point layouts, network diagrams and labelling the patch panels and wall outlets. Establish and maintain positive working relationships with Internet Service Provider, Network Service Provider and Hotel IT team in order to facilitate the smooth operation of the network and the highest levels of service. Manage the network configurations and customizations utilizing available self-service tools such as web portals and command line. Submit and manage configurations beyond the scope of self-service tools to the appropriate Network Operations Center and coordinate the implementation of said changes. Event Support: Perform proactive and reactive technical support and troubleshooting activities during events by monitoring networking equipment, the wireless environment and end user experience to ensure client success Under direction of local Director and IS, plan and execute established event requirements with the highest levels of customer service. Setup, configure, test and operate 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. Own the inventory by accurately forecasting demand, assist with the procurement of suitable subrental or branch equipment (i.e. phones, computers, printers, webcasting etc.) and manage the ordering, quality control, use and safe return of such equipment. Meet with the client post event; provide reporting on bandwidth and device utilization as available. Team Support: Under direction from local Director and IS, deliver training to local team members on Technical Sales, Network Management and Event Support. Coach their behavior and offer constructive feedback to fuel continuous improvement. Assist in the general operations of the local business as required by covering shifts, participating in initiatives and offering expertise to continually improve smooth and safe operations. By understanding the general principles involved, assist with troubleshooting back office IT issues such as network connectivity, computer hardware and software problems by identifying the problem, solving locally where possible and escalating to IT where not. Technical Sales: Under direction from local Director and IS, manage the technical sales of Internet Services and related products (i.e. phones, computers, printers, webcasting etc.) by applying a working knowledge of such technologies and sound sales skills. In collaboration with the sales team, conduct proactive pre-sales discovery, determine client need, negotiate and accurately quote and price the appropriate …

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