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Job description

PTI are looking for an ambitious Technology Support Analyst to work as part of our delivery team at the Coventry Building Society Arena, initially on a 12 month contract for Maternity Cover. If you love owning the technology performance that can drive business success, we want you on our team. If you also love sport, that’s even better!

PTI work across a turnkey digital offering; consulting > technology selection > deployment /support > commercialisation. Working in our Venue Tech division, you will be the face of technology for our sporting clients and creating excellent customer service experiences for fast-paced, 365 businesses.

CBS Arena are at the beginning of a technology transformation project to ensure the ground meets the digital expectations of their members, fans, and site users. This is a key strategic project for the club, as they continue to build on recent on-the-field improvements with off-the-field investment.

This is a high-visibility role which involves extensive contact with colleagues across PTI, our client at the arena, and in turn the arena’s sporting and exhibitor clients. The ability to communicate effectively and to interact with individuals at all levels of the organisation is an essential and exciting part of the role.

Job Purpose /Outline of role:

The role of Technology Support Analyst provides first & second line technical support along with assisting more senior colleagues with installation and configuration of pre-designed projects. The role also involves match and event day support, supporting the sporting fixtures, exhibitions and concerts that operate 7-days a week and throughout the year.

To be successful in this role you will require an aptitude for working with applications /systems to undertake analysis, diagnosis, and resolution of problems, which may range from straightforward to more complicated technical issues.

Responsibilities:

· Acting as a contact point receiving, logging, managing and escalating enquires

· First and Second line support - troubleshooting of IT related problems from industry standard software and hardware, such as mobile phones, laptops, PCs and printers

· Provide onsite match and event-day IT support for sporting events, exhibitions and concerts

· Troubleshoot basic network issues such as wireless and wired connectivity

· Escalate unresolved enquiries to a Technical Consultant or Senior Technical Consultant.

· Log all calls /enquiries in the Service Desk call logging system

· Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

· To maintain a high degree of customer service for all support queries and adhere to all service management principles

· Basic Active Directory knowledge; creating user accounts, reset passwords, create groups etc.

· Knowledge of Microsoft based operating systems with emphasis on Windows 10/11 and the Office suite

· To arrange and manage external technical support where problems cannot be resolved in house

· Provide support to deliver new installation projects

· Demonstrate commitment to the company mission and honour the values

· Continuously act as a champion and ambassador of the PTI brand

Future of the Role:

The role has significant growth potential within the current team or the PTI Managed Services Team.

Skills, Qualifications and Experience:

· Proven analytical and strategic, problem solving and critical thinking skills, able to work in a fast-paced environment

· Confident communication and presentation skills when speaking with all levels

· Excellent communication skills both written and verbal

· Ability to build and maintain productive working relationships internally and externally

· Ability to translate business requirements into non-technical, layman’s terms

· Ability to quickly adapt to and learn new concepts and systems

· Full clean driving licence

Job Type: Fixed term contract
Contract length: 12 months

Salary: Up to £24,000.00 per year

Benefits:

• Free parking
• On-site parking

Ability to commute/relocate:

• Coventry: reliably commute or plan to relocate before starting work (required)

Experience:

• Technical support: 1 year (required)

Work Location: In person

Application deadline: 12/05/2023
Expected start date: 15/05/2023