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Senior Technology Support Analyst (CBS Arena)

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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!

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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. 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 1^st & 2^nd 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 3^rd 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 3^rd 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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Technology Support Desk Analyst

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PTI are looking for an ambitious Technology Support Desk Analyst to work as part of our Service Desk Team, based at the Coventry Building Society Arena. If you love sport and love owning the technology performance that can drive business success, we want you on our team!

[/vc_column_text][/vc_column][/vc_row][vc_row type="in_container" full_screen_row_position="middle" column_margin="default" column_direction="default" column_direction_tablet="default" column_direction_phone="default" scene_position="center" text_color="dark" text_align="left" row_border_radius="none" row_border_radius_applies="bg" overflow="visible" overlay_strength="0.3" gradient_direction="left_to_right" shape_divider_position="bottom" bg_image_animation="none"][vc_column column_padding="no-extra-padding" column_padding_tablet="inherit" column_padding_phone="inherit" column_padding_position="all" column_element_direction_desktop="default" column_element_spacing="default" desktop_text_alignment="default" tablet_text_alignment="default" phone_text_alignment="default" background_color_opacity="1" background_hover_color_opacity="1" column_backdrop_filter="none" column_shadow="none" column_border_radius="none" column_link_target="_self" column_position="default" gradient_direction="left_to_right" overlay_strength="0.3" width="1/1" tablet_width_inherit="default" animation_type="default" bg_image_animation="none" border_type="simple" column_border_width="none" column_border_style="solid"][vc_column_text css_animation="fadeIn"]

Overview

• Location: CBS Arena, Coventry
• Job Type: Full Time
• Reporting into: Service Desk Manager
• Number of Direct Reports: None
• Salary: £26,000 - £28,000 pa, depending on experience
• Requirements: Includes shift patterns 5 days out of 7 (incl. bank holidays), 7.5 hours per day between 7am – 7pm

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. 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, London Stadium, 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 Technology Support Desk Analyst to work as part of our Service Desk Team, based at the Coventry Building Society Arena. If you love sport and love owning the technology performance that can drive business success, we want you on our team! This is a high-visibility role which involves extensive contact with colleagues across PTI and our clients across the UK. 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. The role of Technology Support Desk Analyst provides first and second line technical support along with assisting more senior colleagues with installation and configuration of pre-designed projects. 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.

Responsibilities

• Acting as a single point of contact receiving, logging and managing enquires, from our managed customers, via telephone and email
• First and Second line support - troubleshooting of IT related problems from industry standard software and hardware, such as mobile phones, Laptops, PCs and Printers
• Troubleshoot basic network issues such as wireless connectivity and ADSL broadband issues
• Escalate unresolved enquiries to a Technical Consultant or Senior Technical Consultant.
• 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
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Azure Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• To arrange for external technical support where problems cannot be resolved in house.
• Support Technical and Senior Technical Consultants, where required, either remotely or on site with installation projects
• Assist senior colleagues to deliver pre-designed installation and configuration projects, either remotely or on site
• Demonstrate commitment to the company mission and honour the values
• Continuously act as a champion and ambassador of the PTI brand

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 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 Qualification are not essential but course completions covering Microsoft, CompTIA VMWare, Cyber Security would be helpful
• Incident Management experience – Managing incidents including business expectations and communication
• Azure Admin experience, Managing Users, Groups and Emails
• 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
• A minimum of one year experience in a support role, handling and resolving tickets
• 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
• Social Events

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IT Manager (Ashton Gate)

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PTI are looking for an ambitious hands-on IT Manager to work as part of our delivery team at Ashton Gate Stadium and Bristol Sport. If you love owning the technology performance that can drive business success, and enjoy the thrill of working in a sports environment, we want you on our team!

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Overview

• Location: Ashton Gate Stadium, Bristol
• Job Type: Full Time
• Reporting into: Ashton Gate CTO
• Number of Direct Reports: Two
• Salary: Up to £60,000
• Requirements: This role includes evening and weekend 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. 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, London Stadium, 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 hands-on IT Manager to work as part of our delivery team at Ashton Gate Stadium and Bristol Sport. If you love owning the technology performance that can drive business success, and enjoy the thrill of working in a sports environment, we want you on our team!

Responsibilities

• Develop and execute the solutions to improve the technology performance of Ashton Gate Stadium and Bristol Sport
• Responsible for overall management of the IT estate for Ashton Gate Stadium and Bristol Sport, ensuring successful delivery of all events from the IT standpoint and un-interrupted business as usual on non-event days
• Manage the IT resources effectively to deliver KPIs set by PTI, Ashton Gate Stadium and Bristol Sport
• Help manage the requirements assessments and contribute as appropriate for RFPs for new technologies, solutions, providers and partners
• Manage the internal IT team, including rota, match and event cover, monthly reviews, personal development and day to day responsibilities. This may include staff deployed to Ashton Gate Stadium and Bristol Sport by PTI and other third-party vendors as applicable
• Oversee the IT Service Desk operations for the client, and ensure timely resolution of issues, aligned to SLAs
• Manage and control changes to IT systems and infrastructure to minimise disruption
• Responsible for maintaining an accurate inventory of IT assets, warranties and contracts, and ensure they are properly maintained
• Provide and manage support for network and server infrastructure including Fortinet, Aruba, Windows, Linux, and Azure
• Provide hands-on technical support for venue-specific technology and systems
• Ensure that there is a robust patch management process in place for all IT systems
• Manage the data backup solutions, ensuring that data is effectively backed up and can be restored, and is aligned to business and statutory data retention requirements and data lifecycles
• Manage IT incidents to minimise downtime and disruption
• Ability to effectively manage relationships with internal and external stakeholders to ensure successful delivery of services, projects and initiatives
• Enhancing the PTI brand, image reputation and profile

Line Manager Responsibilities

Every role within PTI is essential to fulfilling our goals and to provide the highest level of quality delivery to clients who trust and respect us. We achieve this through dedicated hard work and commitment from every employee. As a line manager you will have a responsibility to the business and your team to support them throughout their PTI journey and to offer development opportunities for all.  Some of your main HR related responsibilities include:

• Identifying training needs
• Performance reviews and personal development plans
• Recruitment
• Relaying corporate news
• Supporting well-being

The Candidate

• A native technology mindset with the ability to work across multiple technology stacks
• Strategic mindset, able to understand the PTI growth strategy
• Proactive planner, prepared to take responsibility, confident in managing upwards and prepared to challenge
• Passionate about the role that technology transformation can play in the sports and entertainment world
• Interested in the sports business industry, 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
• A self-starter with the ability to work individually where required
• Excellent communication skills to collaborate with the various teams via remote working
• Ability to build relationships internally and with external stakeholders
• Experience of managing a small team, including leading projects and task or project-specific working groups
• Strong communication skills including written and verbal
• Demonstrable ability to write high value documents with minimal supervision
• High attention to detail and capacity to give and receive constructive feedback

Skills, Qualifications and Experience

• 5+ years’ experience in the Sports and Entertainment verticals, or a related field, is highly desirable
• Experience of having worked in an environment where there was a critical dependency on technology platforms outside of the standard Monday-Friday, 9-5, is highly desirable
• Proven analytical and strategic, problem solving and critical thinking skills, able to work in a fast-paced environment
• The ability to analyse technology performance trends and patterns to keep driving clients towards their success targets / KPIs
• The ability to produce clear graphical representations and data visualisations to report against such KPIs for technology
• Ability to translate business requirements into non-technical, layman’s terms
• Ability to quickly adapt to and learn new concepts and systems
• Innovative and creative thinker able to approach complicated situations in a simple manner
• Confident communication and presentation skills when speaking with all levels of a business
• Excellent communication skills both written and verbal
• Ability to build and maintain productive working relationships internally and externally
• Proficiency in networking. Experience with Fortinet and Aruba is desirable
• Experience with server infrastructure, including Windows, Azure and AWS
• Proficiency in Microsoft 365 for Business
• Experience with both Windows and MacOS
• Knowledge of backup software, desirable if you have experience with Veeam
• Experience with Anti-Virus software, desirable if you have experience with Windows Defender and/or Webroot
• Experience with Mobile Device Management, desirable if you have experience with Endpoint Manager
• Knowledge of EPOS systems, desirable if you have experience with Triple Jump Technologies
• Experience with Stadium Access Control, desirable if you have experience with Fortress
• Knowledge of IPTV solutions
• Experience with SQL Server (Desirable)
• Experience with MS Dynamics (Desirable)
• Full clean driving licence

Benefits

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

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Technology Support Desk Analyst

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PTI are looking for an ambitious Technology Support Desk Analyst to work as part of our Service Desk Team which is predominantly based at the Coventry Building Society Arena.

[/vc_column_text][/vc_column][/vc_row][vc_row type="in_container" full_screen_row_position="middle" column_margin="default" column_direction="default" column_direction_tablet="default" column_direction_phone="default" scene_position="center" text_color="dark" text_align="left" row_border_radius="none" row_border_radius_applies="bg" overflow="visible" overlay_strength="0.3" gradient_direction="left_to_right" shape_divider_position="bottom" bg_image_animation="none"][vc_column column_padding="no-extra-padding" column_padding_tablet="inherit" column_padding_phone="inherit" column_padding_position="all" column_element_direction_desktop="default" column_element_spacing="default" desktop_text_alignment="default" tablet_text_alignment="default" phone_text_alignment="default" background_color_opacity="1" background_hover_color_opacity="1" column_backdrop_filter="none" column_shadow="none" column_border_radius="none" column_link_target="_self" column_position="default" gradient_direction="left_to_right" overlay_strength="0.3" width="1/1" tablet_width_inherit="default" animation_type="default" bg_image_animation="none" border_type="simple" column_border_width="none" column_border_style="solid"][vc_column_text css_animation="fadeIn"]

Overview

• Location: CBS Arena, Coventry
• Job Type: Full Time
• Reporting into: Service Desk Manager
• Number of Direct Reports: None
• Salary: Up to £28,000pa
• Requirements: Includes shift patterns 5 days out of 7 (incl. bank holidays), 7.5 hours per day between 7am – 7pm

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. 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, London Stadium, 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 Technology Support Desk Analyst to work as part of our Service Desk Team which is predominantly based at the Coventry Building Society Arena. If you love sport and love owning the technology performance that can drive business success, we want you on our team!
• This is a high-visibility role which involves extensive contact with colleagues across PTI and our clients across the UK. 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.
• The role of Technology Support Desk Analyst provides first and second line technical support along with assisting more senior colleagues with installation and configuration of pre-designed projects. 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.

Responsibilities

• Acting as a single point of contact receiving, logging and managing enquires, from our managed customers, via telephone and email
• First and Second line support - troubleshooting of IT related problems from industry standard software and hardware, such as mobile phones, Laptops, PCs and Printers
• Troubleshoot basic network issues such as wireless connectivity and ADSL broadband issues
• Escalate unresolved enquiries to a Technical Consultant or Senior Technical Consultant.
• 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
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Basic Azure Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• To arrange for external technical support where problems cannot be resolved in house.
• Support Technical and Senior Technical Consultants, where required, either remotely or on site with installation projects
• Assist senior colleagues to deliver pre-designed installation and configuration projects, either remotely or on site
• Demonstrate commitment to the company mission and honour the values
• Continuously act as a champion and ambassador of the PTI brand

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 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 Qualification are not essential but course completions covering Microsoft, CompTIA VMWare, Cyber Security would be helpful
• Incident Management experience – Managing incidents including business expectations and communication
• Azure Admin experience, Managing Users, Groups and Emails
• 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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