Technology Specialist III

Topgolf Dallas , TX 75201

Posted 2 weeks ago

Overview

Topgolf is seeking the most friendly, creative, perseverant people on the planet to wow our end users and Guests with the best service experiences ever.

The purpose of the Technology Specialist III role is to provide a premier end-user experience to all Help Desk contacts, teaming up with all areas of the business to appropriately record, investigate, escalate as necessary, and ultimately resolve issues on behalf of our end users.

This senior role is assigned work for the Tier 2 level of technology support, which is responsible for more complex technology issues and is expected to lead efforts across teams as necessary. This individual mentor and directs more junior team members and may have direct supervisor responsibility for a small team.

Key Responsibilities

  • Manage, resolve, and/or escalate all incoming phone calls, emails, and tickets received while maintaining the highest degree of professionalism and service. Advise and mentor more junior team members.

    Respond to all Associate requests in a timely a professional manner. Provide technical support to Game System, F&B POS, Windows OS, Server, and any network troubleshooting. Document issues, troubleshooting, and resolution within ticketing system.

    Assist in Server Administration, network backups, and special projects. Determine severity of issues and prioritize resolution. Assist in developing internal documentation to support new features and procedures for product enhancement.

    Train users in accordance with the existing Knowledge Base Articles on the proper use of hardware, software, and mobile devices. Remain calm. Seriously, breathe.

    The space can get hectic, but it is fun as heck and it's all going to be okay. Proactively following up on all open issues. Interview new team member candidates.

Key Qualifications

  • Excellent customer service skills Proven ability to influence and lead others in a multi-team environment MS Windows desktop operating system, Android, and iOS Support Helpdesk ticketing system(s) and incident lifecycle Ability to define problems, collect data, establish fact and draw valid conclusions. Ability to work in Active Directory, Cisco devices, VMWare, and Office 365 configurations.

    Remote tools for virtual support Proficient understanding of Networking principles including, network troubleshooting for connectivity issues, DHCP, and DNS. Understanding of server room hardware, including patch panel, network switches, servers, Audio Visual equipment, and Wi-Fi connectivity.Proficient in understanding server hardware configurations and Microsoft Server Operating System Knowledge of telephony/VoIP Analytical thinking Office 365 Administration experience Written and verbal communication skills Time Management The thirst for knowledge. We expect you to grill your team members like a reporter in need of as scoop.

  • Create documentation Willingness to work flexible hours/weekend hours

About Topgolf

Topgolf operates 52 venues in the United States, United Kingdom, and Australia, employs 15,000 Associates and serves 13 million guests annually. The Topgolf games can be played by all ages and skill levels, and the microchipped golf balls score themselves, providing players with instant feedback on each shot's accuracy and distance.

Players aim for 11 giant dartboard-like targets on a 215-yard outfield. The farther the shot goes and the closer to the pin, the more points the player receives. Each Topgolf venue features climate-controlled hitting bays for year-round play, food, beverage, music and HDTVs on which various sports games are shown, such as football, basketball and golf. Topgolf also offers golf lessons, leagues, tournaments, concerts, and corporate and social events. www.topgolf.com

Equal Opportunity Employer

Topgolf is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.



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Technology Specialist III

Topgolf