• Associate Client Tech Engineer

    Job Locations US-NY-New York
    Requisition ID
    18-9209
    Division
    Technology
    Functional Area
    Information Technology
  • Overview

    The Madison Square Garden Company (MSG) is a world leader in live sports and entertainment experiences.  The company presents or hosts a broad array of premier events in its diverse collection of iconic venues: New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre; the Forum in Inglewood, CA; The Chicago Theatre; and the Wang Theatre in Boston.  Other MSG properties include legendary sports franchises: the New York Knicks (NBA), the New York Rangers (NHL) and the New York Liberty (WNBA); two development league teams -- the Westchester Knicks (NBAGL) and the Hartford Wolf Pack (AHL); and one of the leading North American esports organizations, Counter Logic Gaming.  In addition, the Company features popular original entertainment productions -- the Christmas Spectacular and New York Spectacular – both starring the Radio City Rockettes, and through Boston Calling Events, produces outdoor festivals, including New England’s preeminent Boston Calling Music Festival.   Also under the MSG umbrella is TAO Group, a world-class hospitality group with globally-recognized entertainment dining and nightlife brands: Tao, Marquee, Lavo, Avenue, The Stanton Social, Beauty & Essex and Vandal.  More information is available at www.themadisonsquaregardencompany.com

    EEO Statement

    At MSG we value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law requirements, MSG complies with all applicable state and local laws governing nondiscrimination in all locations.

    Responsibilities

    Responsible for providing professional, proactive, customer-focused and responsive support for IT systems and hardware located at all company properties and any new properties. This role is responsible for recommending solutions based on resolution/s to support issues, improving resiliency in all solutions, and supporting the team in delivering business critical projects. The role requires a strong individual with a diverse range of skills.  This support ranges from doing the initial assessment for the Enterprise Technology Services teams to initial software support and basic application troubleshooting. The Associate Network Engineer will also monitor systems and any technology components for functionality responding to customer needs and service requests.  The position requires a person to have a “hands-on” attitude, a customer service focus, and to be able to work with limited supervision.

     

     

    Qualifications

    • Ensuring 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.
    • Full ownership of all assigned support requests including intern tasks.
    • Daily management of assigned Service Desk tickets. This includes acknowledging, updating work logs and resolving.
    • Equipment receiving/logistics, configuration, staging, functional testing, implementation, on-site functional validation, and support.
    • Leverage all required support groups to resolve support issues.
    • Provide clear, professional and timely updates to customers and management.
    • Participate in special projects and performs other duties as assigned.
    • 7x24 on-call availability to respond to support requests and flexible work schedule to respond to the needs of the business.
    • Timely resolution of IT support issues in an enterprise wide networked environment.
    • PC support, moves, upgrades, and asset management for PCs.
    • Keep support documentation up to date.
    • Escalation point for Event/Client Services team
    • Identifies problems and takes corrective action within established guidelines.
    • Responds to customer inquiries and error notifications via Phone or Emails.
    • Provide technical assistance to all business units and properties.
    • Work closely with Corporate Service Desk when updating standard operating procedures
    • Help train associate techs and interns to department standards
    • Performs tuning of production systems.
    • Document existing computing environment and ensure documentation remains current
    • Participate in all aspects of network operational activities (after-hours, on-call responsibilities are included)
    • Exhibit a high standard of business and personal ethics while promoting and supporting the company’s values within the IT Department
    • Display a positive attitude toward all challenges and problems while following through and delivering tasks within committed time frames
    • Participates in special projects and performs other duties as assigned
    • Works with the entire IT for implementation of IT projects
    • Effectively manages computing and client desktop technology to provide services as required.
    • Experience with supporting client side WiFi technologies.
    • Effectively market IT capabilities, services and strategies both internally and externally and develop initiatives to improve the IT department’s image and its ability to deliver value-added services.
    • Maintain proper decorum when handling customer. This job is entirely customer facing, and candidates must present themselves in professional manner.

     

    Education

    Candidates who have completed 60 credits of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.

    Educational requirements may differ from job to job based on the role.

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