Job Description

Disney Theatrical Group Technical Support Specialist Disney Theatrical Group is looking for a Technical Support Specialist to join their Merchandise team. This role will be the primary support contact for our Merchandise Team\xe2\x80\x99s point of sale systems that are at our Broadway and West End Theatres, and on our North American and UK Tours. This role will provide both hardware and software support for our Merchandise group. Some work will be on site and some work will be remote. Flexibility around the Production show times at night and weekends will be required in the event escalated support is needed. Some travel may be required to support our tours and international stores, but this role is primarily situated in New York City in a hybrid work environment. Responsibilities:

• Performing break/fix on all point of sale hardware (iPads, printers, scanners, credit card machines, etc.)
• Working with our point of sale vendor to work on any upgrades, bugs and breaks to our point of sale software
• Partnering with our Network Support Engineer to troubleshoot any connection issues with any of our point of sale systems
• Maintaining our fleet of credit card machines, and making sure they securely connect to the internet
• Supporting issues with our backend inventory management software
• Setting up and installing new point of sale systems and credit card machines as needed
• Sourcing new equipment for replacing aging hardware
• Oversee online store to ensure it is properly working for all US and UK sites; assist store managers with site updates or payment issues
• Working with our merchandise store managers to improve sales on our online stores
• Managing support tickets with vendor to ensure timely updates and resolutions are taking place
• Communicating to all retail teams at the theaters the status of open tickets and fixes
• Schedule and attend meetings with third party support teams as needed to maintain proper workings of all retail functions at store level and back office processes
• Providing on-site support during selling periods when issues arise; watching selling periods at our shows to identify customer behavior to help improve our sales processes
• Building out additional infrastructure at our brick-and-mortar shops on Broadway and the West End to help expedite customer interactions
• Working with front of house staff members directly to identify problems and enhancements to the point sale system

Skills Required:

• Previous experience working in retail or with point of sale software; help desk experience
• Quickly troubleshoot hardware and software issues; ability to troubleshoot issues remotely
• Vendor management
• Works well in a team environment
• Basic understanding of networking and connection protocols (Wi-Fi, Bluetooth, etc.)
• Exposure and understanding of online retail with the ability to quickly learn and execute
• Ability to understand business process from start to finish
• Strong verbal and written skills; ability to build documentation
• Familiarity with Apple Products (iPads)
• Inquisitive technical nature
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment

The hiring range for this position in New York is $60,600 to $81,290 per year based on a 40 hour work week. The amount of hours scheduled per week may vary based on business needs. The base pay actually offered will take into account internal equity and also may vary depending on the candidate\'s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.