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 weight, tools, equipment, PPE (Personal Protective Equipment) etc.)
    Tools and equipment weigh approximately 50 pounds.
  • Fall Protection – 425 pounds for harness (inclusive of body weight, tools, equipment, PPE etc.) Tools and equipment weigh approximately 50 pounds.
  • The physical limitations of applicable equipment (such as aerial lift/buck truck boom, ladder, fall protection harness) includes body weight capacities of approximately 300 pounds.

As part of the physical requirements of the essential functions of their job, the technicians will perform the following tasks:

• Get in and out of a vehicle to retrieve assorted items. Step heights are 19.”
• Raise and lower a ladder roof rack requiring 40 pounds of force with hand heights at 55” – 60”.
• Compress fittings onto coaxial cables with a crimping tool requiring 19 pounds of force with one hand.
• Ascend and descend a ladder while wearing a tool belt that weighs approximately 10 lbs.
• Lift and carry a 63 lb., 28’ extension ladder.
• Lift 1000’ rolls of Tri-Shield (coax) weighing 28 lbs. These rolls are lifted from a height of 12” and placed up to a height of 47”.
• Lift miscellaneous tools and products within the warehouse, property, or vehicle racks.
• Items weigh up to 10 lbs. and are lifted from the floor and up to a height of 72”.
• Climbs ladders/stairs; performs fine motor and pinching movements; pivots with feet, bends, twists, and laterally flexes back; reaches at overhead, shoulder, knee, and floor levels; shoulder circumduction while driving (turning steering wheel); stoops, squats, crouches, kneels, crawls, and presses foot pedals; extends, flexes, rotates, and laterally flexes neck.
• 90% of daily tasks will be physically moving; pushes/pulls with arms and grasps with hands; reaches at waist.
• Occasionally sits.

Environmental Requirements:

Factors affecting environmental conditions will vary depending on the assigned work area and task.

• Ability to climb ladders and/or utility poles and work in in high places, such as catwalks and rooftops.
• Ability to work in small, confined places, such as crawl spaces.
• Ability to tolerate typical commercial controlled work environments and uncontrolled weather-related heat and cold for extended periods.
• Ability to work outdoors and in extreme weather conditions and varying topographic, wet, dry, and hot locations.
• Navigate safely in environments where loud sounds are present, i.e., horns, forklift horns, vehicle reverse warning.
• Navigate safely in environments where large and fast-moving freight and freight equipment is commonly used i.e., warehouse, convention floor load in / load out.

QUALIFICATIONS:

Minimum

• High School diploma/GED with minimum 2 year of experience in convention services or Hospitality; OR 1 years in related Networking, IT, or telecommunications fields. BA/BS degree plus 2 or more years of experience required in related field.  MS degree plus 2 years related experience, Ph.D. plus up to 1-year related experience
• Understands the methodology and differences when installing, terminating, and maintaining Cat3/5/6, coax, single, and multi-mode fiber cabling.
• Requires knowledge of
  • Microsoft 365 suite of applications
  • Network fundamentals (IPv4, MAC address, Spanning Tree, VLANs)
• Excellent interpersonal, presentation, and collaborative skills to work effectively with teams throughout organization.
• Candidate must meet physical requirements and/or limitations for equipment and uniform use referenced under Physical Requirements and Environmental section and be able to differentiate technical devices and equipment in the field (including those which are color-coded).
• Maintain certifications and licenses, as required by state and municipal laws i.e.: OSHA10, etc.
• If required, valid state driver’s license and a safe driving record.
• Successfully meet (and maintain) background check requirements including additional requirements (if any) for specialized projects/services.

Preferred

• Certifications: CompTIA Network+ or other entry level network certifications.
• MSP experience / Enterprise Networks
• Convention services experience – including large exhibits and meetings.
• Event/ Hospitality experience – managed IT services
• Working knowledge, experience, and capabilty to operate/deploy :
  • Terminal emulators like SecureCRT and PuTTY
  • Cisco IOS
  • Cisco Prime
  • Solarwinds
  • Aruba AOS
  • Aruba Airwaves
  • WLAN
  • Wifi and bluetooth frequencies
  • Xirrus Solutions
  • VoIP and Legacy Phone systems
  • Other IT knowledge or skillsets

The statements in this job description are intended to represent the key duties, essential nature and level of work being performed. They are not intended to be all responsibilities or qualifications of the job.

Benefits

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

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