• Job Description

  Req#: TECHN016409

  LEGENDS & ASM GLOBAL

  Two powerhouse companies have joined forces to redefine excellence in sports, entertainment, and live events. Together, we combine unmatched expertise with a global reach, offering end-to-end solutions – from venue development and event booking to revenue strategy and hospitality.

  Legends brings a 360-degree, data-driven approach across Global Partnerships, Hospitality, Merchandise, and Attractions, working with top-tier clients to deliver exceptional experiences.

  ASM Global, the world leader in venue management and live event production, oversees 350+ iconic venues stadiums, arenas, conventions centers and theaters.

  Our organization is committed to building an inclusive, innovative environment where differences drive solutions that benefit our team members, guests, and partners. Guided by our values of respect, integrity, and accountability, we create a workplace where everyone can succeed. Are you ready to be part of the team that is transforming live entertainment? Join us to make legends happen!

  THE ROLE

  As part of the central Technology Operations Team, this person will partner closely with the business units in which they support and be expected to take daily instruction and requests from them. They are expected to be responsible for three major functions:

  1. Providing technical support to The Star operations personnel that work out of the location
  2. Provide specialty POS and technical equipment support to the Cowboys Club, ensuring the proper handling of issues to resolution and/or escalating the issue as appropriate
  3. Provide system support and technical training to those technical staff that support events at The Star and Ford Center

  In addition, as time permits, this role may be asked to provide complimentary support to other technical areas within The Star and other Cowboys locations. The individual will work closely with the Cowboys and Legends technical support helpdesk to provide support. From time to time they will be the liaison between the other technical employees with Legends or The Cowboys along with outside vendors, such as Club Essentials when there is an issue.

  The person in this position is expected to be able to have technical ownership over The Star and will be held accountable for the health of all deployed equipment. They need to be in tune with how technology is leveraged to support the business and how it performs for the team. Feedback from the person in this role to support continuous improvement initiatives is key. They are expected to find and expeditiously apply solutions to reactive and pro-active challenges as they present themselves. They are responsible for working within our Service Management program, sharing all relevant technology operations challenges and solutions throughout the entire technology team.

  This will usually be delivered as an initial notification and in most cases, followed up with a well-defined KB article. When issues do arise, this person is expected to keep the user base informed of issues, set clear expectations for how the issue will be addressed and when a resolution can be expected. Unique to this location will be the member’s club and the technology used to support it. The technology is a blend of member services tools, a POS, business productivity tools and multimedia. This role will be trained in these technologies and then expected to partner with other Legends technology resources and participating vendors to understand its use, to install and support, and even to walk members through its use.

  Overall, the candidate in this role is expected to know and show a mature proficiency in at least three technologies; which must be a POS solution, a client/server solution, and another end user device or system. This proficiency will be demonstrated constantly when performing this role.

  This role will be expected to play the lead, when a manager is not on-site, but to know their limitations and when to escalate. Team-work is a key attribute in this position.

  ESSENTIAL FUNCTIONS

  • Maintain a high level of system support and client satisfaction to end-users at all times.
  • Be knowledgeable, responsible and enhance Legends’ PCI and data privacy activities at the location
  • Support, monitor, test and troubleshoot user and system related hardware and software problems. Escalates as appropriate.
  • Primary POS contact for hardware and software problems. Oversee the scheduling of qualified resources to troubleshoot and resolve issues and escalate as appropriate.
  • Receive training, self-educate, and hence supports the technology Legends used to support operations at the facility. Assist or train others on the systems and features.
  • Provide timely attention to all Star and Ford Center Helpdesk requests. Assesses the validity of the requests as they arrive, ensures the details within the ticket are complete and that the impact and criticality of the issue is correctly assessed. Does their best to resolve the issue if able. Re-allocates and/or escalates requests as appropriate
  • Performs daily ticket maintenance and management. Follows up on requests and annotates tickets as appropriate with progress and status. Ensures the requestor stays informed.
  • Works with 3rd party systems and hardware providers to diagnose and address issues.
  • Plan, prepare, and coordinate maintenance windows for updates, upgrades and patches.
  • Maintain, clean, repair, upgrade and replace hardware as needed, process RMAs and ensure technology availability is at a maximum.
  • Pay special attention to time sensitive business requests and makes smart decisions to ensure minimal user/customer impact for their regular workday.
  • Provides basic user account maintenance across all Legends systems.
  • Performs tier one support on Legends back office equipment and business productivity tools
  • Works with other team members in the requirements, creation, maintenance and updating of desktop/laptop images and software used for general deployment.
  • Makes pragmatic recommendations on system and process enhancements.
  • Ensures configurations, system features and site information are appropriately documented, especially for the club.
  • Establish and maintain a thorough knowledge of the organization and technology standards.
  • Responsible for communicating, promoting and adhering to IT standards.
  • Assists with controlling hardware, software and telephone inventory.
  • Other duties as assigned.

  QUALIFICATIONS

  To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Keyboarding skills and computer proficiency with software knowledge to include MS Office.
  • Excellent interpersonal, written, and oral communication skills required.
  • Must be detail oriented, organized, service oriented and responsible.
  • Strong customer service and presentation skills.
  • Able to motivate themselves and a team to work together in the most efficient manner.
  • Eagerness to work in a rapidly changing, diverse environment and a willingness to accept ownership and responsibility of the IT they manage to ensure its 24x7 availability.
  • Able to analyze user needs, problem-solving and reach acceptable solutions.
  • Able to perform effectively with supervision, either independently or as a team member.
  • Comprehensive knowledge of POS, printers, peripherals and desktops/laptops and PC applications.
  • A practical knowledge of Intranet and Internet Technologies, servers, networking and telephony.
  • Good understanding of network troubleshooting including TCP/IP, VLAN’s, and wireless.
  • Experience working with managed service providers.
  • Able to maintain confidentiality of information and systems.
  • Knowledge of security, compliance requirements and practices.
  • Must be able to sit, stand, walk or a combination of the three for up to 10 hours a day.
  • Must be able to lift up to 50 pounds.
  • Must be regularly available and willing to work at least 8 hours per day, five days per week, or such other hours per day or hours per week as we determine are necessary or desirable to meet business needs
  • Must be available and willing to work such weekends and holidays as we determine are necessary or desirable to meet Legends business needs
  • Will be required to carry a cell phone at all times and expected to respond to urgent calls in a timely manner. This may require remote or occasional on-site support.

  COMPENSATION

  Competitive salary, commensurate with experience, and a generous benefits package that includes: medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

  WORKING CONDITIONS

  Location: On Site - The Star Frisco, TX

  Physical Demands

  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  NOTE:

  The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

  Legends & ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.

  Equal Opportunity Employer
  This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

• About the company

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