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Senior Technology Support Analyst (CBS Arena)

PTI are looking for an ambitious Senior Technology Support Analyst to work as part of our delivery team at the Coventry Building Society Arena. If you love owning the technology performance that can drive business success, we want you on our team. If you also love sport, that’s even better!

Overview

  • Location: Coventry Building Society Arena, Judds Lane, Coventry
  • Job Type: Full Time
  • Reporting into: IT Team Lead
  • Number of Direct Reports: None
  • Salary: up to £28,000 pa
  • Requirements: This role includes match day and event cover

About PTI

PTI is a strategy and technology consultancy that helps sport and live entertainment businesses grow profitability.

Our approach combines the revolutionary vision of our Digital Transformation Pyramid with an evolutionary approach. Many of our team have worked client-side and understand the realities of the day-to-day pressures, so we recognise that whilst the endgame is genuinely transformational, we need to move at their pace.

PTI Digital Transformation Pyramid

Our clients have all started their journey with us on different parts of the pyramid but placing short term needs into the context of a broader long-term roadmap enables discussions about “cost” to become discussions about “investment”. Whereas many rush into the “what?” PTI always start with “Why?”

Current PTI Clients include: Arsenal, Everton, Goodwood, Coventry Building Society Arena, Bristol Sport & Ashton Gate Stadium, Premiership Rugby, Six Nations, Oak View Group, Ascot and many more.

We have an agile, fast growing digital-age business, with an ever-expanding client base. Our client work fits the same bill: we are building digital-first 365/24 commercial models built on wide-reaching engagement strategies, a smart digital and data ecosystem and a creative approach to commercialising their audiences all year-round.

About the role

PTI are looking for an ambitious Senior Technology Support Analyst to work as part of our delivery team at the Coventry Building Society Arena. If you love owning the technology performance that can drive business success, we want you on our team. If you also love sport, that’s even better!

This is a high-visibility role which involves extensive contact with colleagues across PTI, our client at the arena, and in turn the arena’s sporting and exhibitor clients. The ability to communicate effectively and to interact with individuals at all levels of the organisation is an essential and exciting part of the role.

Responsibilities

Reporting into the IT Team Lead for the site, the role of a Senior Technology Support Analyst is to provide 1st & 2nd line technical support, along with mentoring the Technology Support Analyst and acting as a point of escalation to either resolve technical issues directly or to engage and manage 3rd line technical resources.  This role will be actively involved in the planning and technical requirements and set-up for events at the arena, working with the venue’s Event Management team to identify best working practices, revenue generation and streamlining of processes for operational efficiencies.

The role also involves match and event day support, supporting the sporting fixtures, exhibitions and concerts that operate 7-days a week and throughout the year.

To be successful in this role you will require an aptitude for working with applications /systems to undertake analysis, diagnosis, and resolution of problems, which may range from straightforward to more complicated technical issues.

  • First and Second line support – troubleshooting of IT related problems from industry standard software and hardware, such as mobile phones, laptops, PCs and printers
  • Log all calls /enquiries in the Service Desk call logging system
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Act as an escalation point for Technology Support Analysts who have issues that they are unable to resolve. Work with them to upskill and transfer knowledge to aid their ability to fix future issues without escalation
  • Provide onsite match and event-day IT support for sporting events, exhibitions and concerts
  • Provide troubleshooting of more complex IT related problems from industry standard software and services, such as Microsoft Cloud and on-premises platforms and services
  • Create and maintain knowledge base articles and other service documentation as things change
  • Support and work alongside Consultants and 3rd line /project technicians, whether remotely or on site, with system upgrades and projects
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Demonstrate commitment to the company mission and honour the values
  • Continuously act as a champion and ambassador of the PTI brand

As a term of your employment, you can be required to undertake such other duties appropriate to your post and/or hours of work, as may reasonably be required of you at your initial place of work or at any other of the company’s establishments and client sites.

The Candidate

  • Innovative and creative thinker able to approach complicated situations in a simple manner
  • Ability to work individually where required with excellent communication skills to collaborate with the team in person and via remote working
  • Ability to build and maintain productive working relationships internally and externally
  • Strong communication skills including written and verbal
  • High attention to detail and capacity to give and receive constructive feedback
  • Flexible approach to working hours and duties
  • Interested in the sports and entertainment business verticals, able to understand the context of the world in which PTI operates
  • Excited by the size of the opportunity to grow internally and embrace the fail fast, learn fast innovation culture of the business

Skills, Qualifications and Experience

  • Good general level of education including English & Maths to GCSE or equivalent standard
  • Vendor qualifications are not essential but courses completed covering Microsoft, CompTIA, VMWare, cyber security and others would be beneficial
  • Incident Management experience – Managing incidents including business expectations and communication
  • Azure admin experience, Managing Users, Groups and Emails in Entra
  • Experience of working in a fast-paced environment
  • Knowledge of Microsoft based operating systems with emphasis on Windows 10/11 and MS Office Suite of applications
  • Excellent organisational skills
  • Teamwork and stakeholder management
  • Balancing competing demands and working independently and under pressure
  • Analytical skills
  • Excellent communication skills and telephone manner
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

Benefits

  • 25 days holiday
  • Private Healthcare
  • Company Bonus Scheme
  • 6% Employer Pension Contribution
  • Laptop
  • Social Events

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