Description
Must be located within the Fort Worth, Texas area.
The Advanced Convention Services (ACS) Tech II is responsible for the installation, maintenance and service of complex custom Wi-Fi networks as well as custom hard line solutions. The ACS Tech II will ensure, via monitoring and maintenance, a 100% uptime during the duration of the customer’s event. The technician is responsible for delivering a quality customer experience that includes both pre and post communication support directly with the customer for all events. The role will require technical installation and service support in both convention and hotel space. Partners with all HN departmental resources to meet customer requests / demand. Will also serve as technical SME in support of the overall developmental knowledge of his or her peers. Work locations may vary based on needs of the business.
Primary Responsibilities and Essential Functions
- Installs, configures, provisions, checks, maintains, and adjusts a wide variety of equipment specific to the convention space to provide data communications services, advance services, alternate access through transmission, transport, and distribution.
- Performs installations, Cat3, Cat5, single and multi-mode fiber, coax, associated with permanent wifi and the facility infrastructure.
- Communicates directly with Advanced Convention Services customers and provides excellent customer service at all times.
- Verifies, validates, and authenticates the operational performance of systems equipment for compliance to design specifications and quality of service targets by utilizing appropriate test equipment and craft analysis management platforms specific to Advanced Convention Services.
- Maintains and supports servers and networking for operation of the High Speed Data services by performing daily maintenance and backup, load balancing, and performance troubleshooting.
- Troubleshoots MAN and WAN connectivity over fiber, Ethernet and GigE links.
- Ensures that the HSD network and all host computers and attached servers are protected from unauthorized access by monitoring daily.
- Monitors and oversees operation of switches and routers on the HSD network to obtain 100% uptime by daily monitoring and maintenance of the Advanced Convention Services network.
- Installs and maintains customer HSD networks at contracted convention facilities.
- Turns up, tests and troubleshoots Customer Premises Equipment including dedicated fiber and copper circuits, point-to-point fiber, and VPN of show management, exhibitors, permanent tenants, convention center admin, etc.
- Contacts the customer before the installation to explain the installation and ensure readiness and customer satisfaction
- Works with other boundary partners (Field service, maintenance techs, HSD engineers, and MTC technicians) to perform troubleshooting from the convention floor and / or facility to resolve any Customer Premises Equipment issues.
- Escalates any Customer Premises Equipment issues to the CB Network Engineering Supervisor for assistance
- Assist by running VOD / HSD issues in guest rooms on property when applicable.
- Maintains a commitment to safe practices and holds others equally accountable.
- Remains current on the latest technology through completion of required / recommended training and uses all appropriate processes and procedures for all Customer Equipment Technician systems / applications specific to the convention industry.
- Acts as a primary liaison with other departments, vendors and customers to ensure the overall success of Advanced Convention Services.
- Works with Advanced Convention Services Customer Service and Engineering to ensure that information in the COX portal is accurate order to install products and services in a correct and timely manner.
- Responds to daily incoming trouble ticket calls in a timely manner to meet or exceed Key Performance Indicators specific to facility compliant.
- Assists Advanced Convention Services Customer Care Team with technical specific orders to validate quote requirements and keep open lines of communication between the two departments to ensure excellent customer service.
QUALIFICATIONS
Minimum
9 years of experience in a related field (Telecommunications and / or conventions); or a High school diploma / GED with 7 years of experience in a related field; or an AS / AA degree, BS / BA degree or certification in a related discipline with 5 years of experience in a related fieldExcellent organizational, problem solving, interpersonal, verbal, written, and collaborative skills to work effectively with teams throughout organizationRequires strong knowledge of the following :Cable Proficiency
Crimp a Straight Through Cat5 CableCrimp a Crossover Cat5 CableProperly Identify LC, SC, and SCA Fiber ConnectorsProperly Identify Optical / Copper SFP Modules and Describe Their UseWire Wrap Cat5 / Fiber to Patch Panel / Switch in IDFTest Equipment Proficiency
Test a Cat5 Cable With a Fluke MeterUse a Cable Toner to Identify a Patch Panel Port From a Convention Area PortUse a Light Source to Send Light Through a Fiber Patch PanelCISCO Proficiency
Identify All Hardware Components and Network Elements of the Cisco NetworkAssemble the various Cisco switches / routers / access pointsUnderstand and Describe LED's on Operational EquipmentProperly Identify the Different Fiber Optic SFPs Used in Cisco Network PortsConfigure and Test a New Point to Point VLAN Over the Cisco NetworkConfigure, Test and Change VLANS Over the Cisco NetworkAbility to Ping Network devices for Network troubleshootingConfigure Speeds and Change Speeds for Cisco 10 / 100 switch portsAbility to configure and change Duplex speeds for Cisco switch portsBy Using Telnet, View the In and Out Errors on an Individual Ethernet PortLog Into Cisco Equipment and use CDP to Browse Network Identifying All CPECheck All Ports for Traffic / ActivityRouting Proficiency
Understand and Explain the 7 Layer OSI ModelDescribe the Function and Structure of IP Addresses, Explain and Demonstrate SubnettingExplain the Concept of Auto Negotiation In Relation To Speed and DuplexConfigure An IP Address On a Cisco RouterConfigure A Secondary IP Address On a CiscoProperly Identify Extended Ping Commands and Their Use In Troubleshooting Customer EquipmentCheck An Ethernet Interface For ErrorsPerform Following Tasks To Troubleshoot, Show IP Route, Ping, Trace Route, Debug, Show IP ProtocolSwitching Proficiency
Understand and Explain How and Why A VLAN Is UsedEstablish Hyper-Terminal / Telnet Session to Switch and Log InProperly Connect Ethernet, Fiber and Console PortsAbility to Switch VLANs for Access Codes or ACS servicesAbility to view activity on switch portsAbility to locate a device MAC on a switch portWireless Network Proficiency
Ability to configure a wireless access point (WAP) using Telnet, Console or WEB interfaceIdentify specific WAPs on Convention Network (1100, 1200 Cisco series or Linksys devices)Ability to design a wireless network within the convention area depending on number of users and distanceUnderstand and Explain the difference between A, B, G and N wireless networksAbility to identify A, B, G and N wireless networks within the Convention areaAbility to set up SSID and encryption on wireless networkAbility to survey wireless network and identify CB access points as well as rogue access pointsPreferred
AS / AA or Technical Certification in related discipline desired (i.e. IT, Engineering, etc.)Experience in telecommunications and / or convention industry desired.About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That’s a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you’re interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today!
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.
Statement to ALL Third-Party Agencies and Similar Organizations : Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.