Support Technician

Company Overview:
Jonas Event Technology is a leading registration services and events software company that operates within the trade exhibition, consumer, and conference markets. We pride ourselves on our strapline Passionate People, Intelligent Solutions, which reflects our commitment to excellence and innovation. With a wealth of knowledge, rapid product development, strong relationships, and flexibility, we are the ideal event tech partner.  

Jonas Event Technology was launched following the merger of Show Data Systems and Interchange Communications, bringing together the best people, products, and services from both companies to offer a wider range of solutions to our customers. As a fresh new brand with innovative solutions and 25 years of experience in delivering mission-critical event technology, we are excited to work with you.

Position:
We are seeking an energetic and enthusiastic Support Technician to join our team. The successful candidate will be responsible for hardware logistical planning, production, and customer support. This role requires a results-focused, detail-oriented individual who is driven to ensure the successful delivery of all operations.  

The Support Technician will build excellent working relationships with colleagues, contractors, and suppliers, acting as the go-to person for designing and delivering effective operations. They will report to the Operations Director and play a key role in coordinating internal and external product support.

Job Responsibilities:

Logistics & Inventory Management:  

• Plan and coordinate hardware logistics, including setup, testing, and preparation for delivery to event sites.
• Audit hardware received from events and restock as needed.
• Maintain and manage inventory levels to fulfil event requirements, flagging insufficient stock levels and coordinating additional equipment hiring/purchasing (with Operations Director approval).
• Conduct annual inventory stock takes and implement improvements to inventory tracking and organization.
• Plan and book couriers for equipment delivery and collection, including international shipments, ensuring timely and accurate transport of equipment.

Hardware Maintenance & Testing:  

• Oversee hardware maintenance, including biannual full checks (July/August, November/December) and ongoing repairs.
• Develop and maintain a maintenance schedule to ensure all equipment is in optimal condition.
• Conduct thorough checks of hardware to ensure accuracy and identify any anomalies or omissions before events.

Customer & Technical Support:  

• Provide technical support for our SaaS solutions via phone calls, emails, and site visits.
• Assist On-Site Managers (OSMs) during event build-up and live days by troubleshooting hardware issues.
• Report bugs and technical issues to the P1 channel for resolution as an escalation point.
• Occasionally provide cross-time zone support for US time zones during setup and live events.

Process Improvement:  

• Identify inefficiencies in inventory management, logistics, and delivery processes.
• Propose and implement improvements to streamline operations and enhance the delivery of inventory.

General Responsibilities:  

• Maintain an in-depth knowledge of the Company’s product portfolio.
• Attend training to develop relevant knowledge, techniques, and skills.
• Encourage feedback on services provided, recognize changing needs, and make recommendations for improvements.
• Perform any other duties related to the support and delivery of products, or related third-party products, as directed by the management team.

Skills and Qualifications:

• Proven organisational skills, including time management.
• Proven problem-solving and analytical background.
• Proven self-sufficiency; the ability to work with minimal supervision.
• Proven strong verbal and written communication skills.
• Proven high degree of computer literacy and technical competency.
• Hold a valid UK driving licence, as the role requires travel around the UK.
• Hold a valid passport, as the role may require overseas travel.

Personal Characteristics:

• Ability to work on his/her own initiative.
• Solution-focused, with the ability to prioritise.
• Excellent attention to detail.
• Energy, drive, and perseverance to complete all goals and targets.
• Self-motivated and keen to learn and share knowledge.
• Always striving for excellence.
• Ability to meet deadlines and manage time effectively.
• Energetic, motivated, and enthusiastic with a “can do” attitude.
• Willingness to learn new systems.
• A passion for success.
• Team player.
•             

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.