Tech Support Technician

About Us

At POMVOM, we believe in the power of the moment. We view the content that we create as a business opportunity. Whenever or wherever guests visit attractions around the world, we're there to capture their special moments.

We are a fast-moving global organization where positive, high-achieving individuals thrive. This is a unique opportunity to join a forward-thinking, fast changing, technology-centric company. We are revolutionizing image capture and delivery for the leisure and entertainment industry and are proud to operate over 100+ installations globally. Our reach extends across some of the world's best theme parks, water parks, attractions, and tourist destinations. We have a 20+year legacy, work with 20+ leading brand customers around the world and produce more than 250 million consumer driven solutions every year.

JOB SUMMARY (Basically, what you'd be doing)

To conduct first, second- and third-line diagnosis, repair and maintenance of Pomvom systems, equipment and infrastructure, maximizing system availability and uptime for assigned locations. Position is located in Orlando.

ESSENTIAL DUTIES, RESPONSIBILITIES & REQUIREMENTS (Details, Details, Details!)

• Provide high quality support and maintenance of Pomvom systems, equipment and infrastructure while maintaining a customer focused approach.
• Ensure that First and Second Line Service support and resolution of the customer needs and requirements are actioned within contractual SLA's and local agreements in a timely and professional manner.
• Conduct initial diagnosis, remedial action, and further to consequential system downtime, to proactively escalate where required, whilst maintaining the role as customer primary contact.
• Conduct periodic maintenance of Pomvom's systems, equipment and infrastructure, and to identify and escalate any potential threats or risks to system functionality, and/or revenue generation capabilities.
• Provide operator training where required to maintain a consistent standard.
• Record and maintain, in accordance with the current policies and procedures, all activities that are undertaken and completed.
• Provide asset management and equipment stock take for assigned area when required.
• Prepare and submit detailed trip reports for the customer and company that identify problem(s) encountered, actions taken to resolve the problem(s), and recommended next steps to fully satisfy the customer's service need.
• Undertake any other duties which may be reasonably requested.

REQUIRED QUALIFICATIONS & SKILLS

• Associates degree or equivalent from a two-year college or technical school; or 3+ year related experience; or a combination of education and experience.
• Experience working with a photo system software required.
• General knowledge of photography required.
• Must be able to work independently with little supervision.
• Possess superb customer service skills and an ability to diagnose and solve problems from non-technical descriptions by end-users.
• Prior field work experience required with preference toward theme-park/outdoor attractions/family entertainment working knowledge.
• Good verbal and written communication skills.
• Good interpersonal and organizational skills.
• Good problem-solving skills and independent judgment.
• Meets challenges with resourcefulness and positive attitude.
• Observes safety and security procedures.
• Commits to long hours of work when necessary to reach goals.
• Completes tasks on time or notifies appropriate person with an alternate plan.
• Proven experience reacting well under pressure.
• Approaches others in a tactful and respectful manner.
• Follows through on commitments.
• Strives to continuously build knowledge and skills.
• Identifies and resolves problems in a timely manner.
• Self-directed and motivated with high degree of integrity.
• Able to work independently and as a team.
• Receptive to pre-employment drug screen and criminal background check.
• Authorized to work in the US.
• Willingness to travel and will include nights and weekends.
• Ability to communicate detailed technical information to an audience with various levels of technical understanding.
• Self-motivated and able to work effectively alone as well as part of a team.
• Ability to handle multiple tasks and to work independently while following field procedures.

COMPUTER and NETWORK SKILLS

To perform this job successfully, an individual should have an intermediate to advanced knowledge of: Apple products, iOS, Microsoft Office Suite, Microsoft Windows 10 and PC hardware/Software repair skills. Working understanding of network architecture required.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid driver's license with a good driving record.

PHYSICAL DEMANDS

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds.

WORK ENVIRONMENT

While performing the duties of this job, the employee is regularly exposed to working in high, precarious places. The employee is frequently exposed to risk of electrical shock. The employee will be required to work both indoors and outdoors. The noise level in the work environment ranges from moderate to loud noise.

WORK HOURS AND TRAVEL

This is a temporary hourly, full-time position, with Central Florida as home base. Expected hours of work and days are Monday through Friday however must be able to work nights, weekends and overtime as needed. Some work flexibility available according to business needs. Limited travel will be required.

COMPENSATION & BENEFITS

We offer competitive compensation, PTO, health insurance benefits and a 401(k) plan.

NEXT STEPS

We are looking for this position to start in early April. If you'd like to be part of a hands-on, dynamic team, please send us your resume highlining your experience, accomplishments, education and anything else about you that makes you a star performer!

Pomvom is an equal opportunity employer