Hardware & Technology Specialist

**About Showpass**:At Showpass, we're reigniting the joy of live experiences. From massive stadium concerts to local community festivals, our mission is to empower event organizers with tools that elevate the fan experience. We believe that great events create lasting memories, and we’re here to make those moments unforgettable. Join us and be part of a passionate team driving innovation in the event tech space.

**Role Overview**: As a Hardware & Technology Specialist at Showpass, you'll be the backbone of our hardware operations, ensuring seamless performance for both internal teams and clients. You'll manage the end-to-end hardware lifecycle, from setup and troubleshooting to documentation and client support. Your role will be pivotal in onsite event execution, internal equipment management, and ensuring hardware integrates seamlessly with our platform. If you’re tech-savvy, solutions-driven, and ready to support extraordinary events, this is the role for you.

**THE ROLE**: Hardware & Technology Specialist

**THE LOCATION**: This is an in-office role in Calgary, AB, with occasional after-hours or weekend support for critical client needs.

**THE RESPONSIBILITIES**:
**Hardware Event Operations & Management**
- Ensure consistency in hardware setup, asset management, labeling, and compliance
- Advise, plan, and execute hardware needs for high-priority events, including onsite setups, modifications, and relocations
- Manage shipping, receiving, and hardware logistics to support internal teams and clients
- Maintain a healthy relationship with hardware partners to meet demand, negotiate pricing, and explore buy-back programs

**Technical Support & Troubleshooting On-Site**
- Configure, install, repair, and troubleshoot hardware, including POS systems, scanners, STEVEs (self check-in kiosk), and Wi-Fi hotspots
- Collaborate with clients to provide creative solutions for hardware or web integration challenges
- Handle escalated technical support tickets for hardware and web integrations
- Provide after-hours or weekend support for critical client needs when necessary

**Documentation & Training**
- Create and maintain detailed documentation, inventory records, schematics, and process guides
- Train internal staff on tools like Cheqroom and ensure best practices for hardware use
- Deliver hands-on hardware training and demonstrations for clients to enhance usability and confidence

**Internal Technology Management**
- Set up and manage equipment for new Showpass employees, including laptops, desk setups, and security tools
- Ensure meeting rooms are fully operational with appropriate hardware for virtual and in-person collaboration
- Regularly review internal systems to optimize performance and security

**Client Success & Product Feedback**
- Work with internal teams to ensure hardware meets client use cases
- Gather feedback from clients to improve hardware offerings and resolve pain points
- Proactively approach clients about necessary upgrades and ensure hardware is accurately logged

**THE QUALIFICATIONS**:

- Post-secondary education in a technical field (e.g., IT, computer science, engineering)
- Minimum 2 years of experience in hardware setup, maintenance, and troubleshooting, preferably in an events or live entertainment environment
- Strong understanding of hardware components, configurations, and troubleshooting techniques (e.g., scanners, Wi-Fi hotspots, and peripheral devices)
- Familiarity with inventory management systems (e.g., Cheqroom) and CRM platforms
- Knowledge of security protocols and tools (e.g., device management platforms like Sophos)
- Proficiency in documentation tools and creating technical schematics
- Basic knowledge of networking concepts and integrations with web-based systems
- Basic knowledge of html/css/javascript and web technologies is an advantage
- Proven ability to diagnose and resolve hardware and software issues under tight deadlines
- Creative problem-solving mindset to develop innovative solutions
- Excellent written and verbal communication skills to train clients and internal teams effectively
- Strong organizational and time management skills to handle multiple priorities
- Collaborative team player with the ability to work cross-functionally with various teams
- Ability to communicate technical concepts to non-technical users in a clear and concise manner
- Flexibility to work occasional after-hours or weekend support for critical client needs
- Experience working onsite at events, managing hardware logistics, and providing live support is an asset
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