IT Support Engineer

The Event Staging IT Support Engineer is a vital member of the operations team, working full-time and on-site at the Linwood Office. Reporting directly to the VP of Operations, this role collaborates closely with the Director of Network Services, MSP Partner Sourcepass, the Event Staging Team, the Digital Services Team, and the Audio, Video, and Lighting Departments. The primary responsibility is to manage and maintain IT infrastructure that supports both event staging and client-facing technology, ensuring seamless integration with AV workflows, compliance with required security standards, and reliable performance during live and virtual events.

The position also encompasses software management and the pursuit of IT innovation to enhance both internal processes and client-facing services.

• Establish and uphold IT standards and best practices for event staging operations.
• Work closely with the Director of Network Services for adherence to compliance and policy requirements for all client-facing computers and network components, including ISO
  27001:2022 policies.
• Log all support using a ticketing system such as Connect Wise Manage.
• Develop and maintain standardized imaging templates for all rental computers, covering both Windows and macOS platforms.
• Manage, support, and maintain MDM tools.
• Automate imaging workflows using tools such as Broadcom Ghost, with thorough validation of each image.
• Maintain run books, documentation, and inventory for imaged devices to enable rapid deployment.
• Troubleshoot imaging failures and collaborate with the Director of Network Services to ensure integration of security policies.
• Manage lifecycle updates for rental devices, plotters, and printers, and oversee SharePoint, One Drive, and cloud file usage.
• Configure, maintain, document, and troubleshoot network switches, access points, routers, and firewalls across various departments, both internal and external.
• Design and deploy temporary networks for live events, implementing VLANs, QoS, and failover strategies where needed.
• Manage wireless infrastructure for high-density environments, applying ISO
  27001:2022 security standards.
• Support IP-based AV systems such as Dante, NDI, SDVoE and lighting control, while maintaining network segmentation to ensure data security.
• Diagnose and resolve technical issues related to Zoom Phones, ensuring efficient communication and minimal downtime for users.
• Develop network diagrams and maintain detailed documentation for network infrastructure components, ensuring clarity and consistency to support deployment, and troubleshooting.
• Collaborate with Production Managers and Directors to provide IT and design engineering for events.
• Conduct in-house mock-ups and system testing, prepare and configure IT systems for specific event requirements.
• Develop technician guides for new system deployments, ensuring clear instructions for setup, operation, and troubleshooting.
• Provide remote technical support during event setup and execution, troubleshooting issues in real time.
• Oversee client-facing IT processes to ensure secure connectivity and compliance.
• Configure and maintain streaming hardware and software for live events and troubleshoot connectivity issues.
• Deploy and manage digital signage systems, including scheduling and updating content across multiple displays.
• Set up and support virtual meeting platforms such as Zoom, Teams, and Webex, as well as AV interfaces for hybrid events.
• Manage and support enterprise software platforms, including Salesforce, Box, Intellievent, CRM/inventory systems, and RFID solutions.
• Ensure proper configuration, updates, compliance, and user support for these platforms.
• Troubleshoot software issues and coordinate with vendors or MSP for escalation when necessary.
• Collaborate with internal teams to identify opportunities for IT-driven efficiencies.
• Research and implement innovative technologies to enhance client-facing services and improve event experiences.
• Develop strategies for automation, cloud adoption, and system integration to streamline workflows.
• Create, deliver, and present training on network and software solutions for IMS staff.
• Wor…