Event Tech Support Specialist

RainFocus, one of the most innovative software companies, is in search of an exceptional Event Tech Support Specialist.  About RainFocus RainFocus cares about its employees, customers, and the world in which we live. Our rapidly growing team serves Fortune 500 companies like Adobe, Cisco, IBM, Oracle, VMware, and others to prepare and execute in-person, virtual, and hybrid events, across the world. Those events are delivered through our industry-disrupting software platform, with groundbreaking business intelligence, to elevate the attendee experience, streamline event operations, and accelerate marketing results. We are well-funded, growing fast, and building a company that is changing the market — it will be challenging, fun and exciting.  About the Role As a team member of the RainFocus client success organization, the Event Tech Support Specialist (“TS”) will learn the ins-and-outs of the event delivery process and how the technology works. This role is essential in providing the technical know-how for events around the world. This position will work an adjusted schedule of Thursday - Monday in order to support our events that generally require support over the weekend.  As a member of the event delivery team, the TS will work from the RainFocus warehouse and become the knowledge expert on RainFocus onsite technology. This includes: Windows and Mac imaging, badge pinter troubleshooting and maintenance, providing QA for new feature rollouts, and most importantly, providing remote support to our teams around the world with onsite events.  The ideal candidate has a strong desire to learn about  new technology and love to “tinker” with hardware. This person needs to be able to think outside of the box in order to solve complex issues.  This individual needs to be able to communicate both in-person and digitally to teammates, clients, and contractors. This candidate must be a positive team player. The ideal candidate will face challenges with a desire to be the go-to person to provide a solution. Essential Responsibilities

Hardware Support

Setup, imaging, troubleshooting Windows and Mac machines

Troubleshooting badge printers

Managing MDM service for 6000 phones

Testing new hardware and resources

IT Helpdesk Support

Not a traditional IT help desk role

Weekends will be on-call support for onsite events

Supporting hardware, software, and logistical issues

Communication

Working with internal team members to prepare for and support ongoing events

Communicate with clients to describe technical details about the hardware we utilize

Gathering details to troubleshoot issues efficiently and without confusion for the staff onsite

Organization

Maintaining the RainFocus hardware by routinely doing checks and cleanings

Tracking inventory issues and documenting the processes related to fixing

Providing step-by-step instructions on how to use the RainFocus equipment

Training 

Be the “face” of the training videos used to keep our onsite staff currently on how to fix common onsite issues

Train the internal teams on best practices

Required Experience/Skills

1+ years experience with IT help desk or similar 

Ability to travel to events anywhere in the country or world when needed - 10-15% travel expected, valid passport required

Collaboration on creation of processes to acquire requirements for live event execution

Create and maintain training materials

Assist in training new hires and contractors

Represent product needs for the event delivery team in appropriate product development meetings

Personal Characteristics

The best candidates for this position will have a strong chemistry and culture fit within RainFocus. Applicants need to be comfortable working in a fast-paced, challenging, and dynamic environment. Additional personal qualities include:

Ability to creatively solve complex problems

Friendly and outgoing, but assertive when necessary

Willing to go the extra mile in support of reasonable client requests

Team-player with a service-oriented mindset

Self-motivated, thrives in fast-paced environments

Proactive, relentless learner

Excited by and eager to take on new challenges and opportunities

Strong communicator with ability to be self-guided

Success Measures

Fully onboarded and productive within 60 days

Client satisfaction

Provide event weekend support without escalation

Location/Travel

This position will require working full time from our warehouse in Orem, Utah. Remote work is not available.