Field Technology Expert - Hospitality

Senior Network Technician - Convention Services (Field Technology Expert) will leverage expert-level knowledge and experience in network deployments to deliver a high-quality customer experience, upholding standards, and meeting company goals. They will ensure 100% uptime during customer events by monitoring and maintaining the network, and work in concert with all departmental resources at the Mobile Convention Center to meet customer requests and demands.

This position is required to be on-site at the convention center all working days.

• Possesses a deeper understanding of the network and is knowledgeable of the principles and processes involved in products and services in Cox’s Hospitality environments.
• Acquires, maintains, and stays current on technical knowledge and hospitality products; attends ongoing job‑related training, refresher training, and product and service updates.
• Studies and interprets technical specifications for new equipment and applications to evaluate feasibility of operational deployment and translates downstream impacts for troubleshooting.
• Maintains and grows technical expertise through industry‑related continuing education.

• Provides focused resolution of project, property, and network escalations, tech virtualizations, utilization issues, chronic issues, and property monitoring.
• Assists other technicians with complex customer resolution; isolates the origin of trouble/issues and investigates and remediates root causes.

• Serves in an advisory capacity to hospitality field operations leaders, technicians, and boundary partners through knowledge sharing.
• Advises, consults, and reports on areas of focus, concern, and opportunity.
• Serves as a technical resource to regional, market, and operations leaders, including the NOC and Service Desk.
• Facilitates participation in a cross‑regional community of Field Technology Experts to leverage cross‑functional expertise and identify synergies.
• Evaluates and capitalizes on leading practices, self‑governs protocols, refines and recommends processes to enable rapid collaborative response to outages and to resolve common technical issues.

• Supports back‑office troubleshooting related to front‑line interface and troubleshooting applications and to understand the mechanics and interconnections between tracking and work routing systems.
• Provides analysis and reporting of trends; mines data and surfaces potential issues and root causes.
• Reviews data and translates impact on operations, aiding refinement of priorities.
• Reports on chronic issues affecting network and property health and identifies root causes.

• Participates in or conducts trending analyses with broader business and customer impacts.
• Recommends operational changes and identifies opportunities for streamlining, innovation, or transaction reduction across hospitality environments.
• Explores process improvements for greater efficiencies or synergies.

• Provides specialized training and knowledge/skill reinforcement to technicians as needed.
• Participates in team meetings as requested.

• Engages in work that may require extended hours, weekend shifts, or unscheduled days as business needs dictate.
• Primary contribution is application of industry knowledge rather than people management; >50% individual contributor work.
• Performs duties in field, network, and customer premises, requiring physical and environmental demands common to field/network technicians.

• Minimum High School diploma or GED with at least 5 years of experience in convention services or hospitality, or at least 3 years in related networking, IT, or telecommunications fields.
• CCNA or an associate‑level network certification.
• Knowledge of installing, terminating, and maintaining Cat3/5/6 wire, coaxial cable, single‑mode and multimode fiber, and ability to adapt to new vendor equipment.
• Proficiency with Microsoft 365, terminal emulators…