Museum Technology Support Engineer

The Museum Technology Support Engineer is a hands-on technical role focused on customer experience, operational uptime, and technical excellence. This position is responsible for configuring, securing, deploying, administering, and supporting hardware and software for the Museum's ticketing, retail point-of-sale (POS), and other related systems.

The Engineer contributes to and implements processes for delivering world-class technical support, with an emphasis on the reliability of revenue-generating operations and exceptional guest service. This position requires hands-on technical experience to work collaboratively with internal colleagues and vendors to support solutions that meet the Museum's business goals and are consistent with security policies and industry best practices, including PCI compliance. This role will contribute to a culture of teamwork, operational discipline, and a customer-centric focus through technical knowledge and demonstration of a high standard for support. Key responsibilities include collaborating with staff and vendors, providing high-level technical support, and contributing to a cycle of continuous improvement for a stable and reliable operating environment.

This position reports to the Senior Manager, Museum Technology Support, and requires working evening and/or weekend shifts to support Museum operations and special projects.

Core Technologies and Services

The team’s portfolio includes the following types of devices, services, and technologies:

• Museum ticketing systems for customer purchase, admittance, and reporting
• Point-of-sale systems for the retail store and hospitality operations
• Computer equipment and software, POS terminals, self-service kiosks, barcode scanners, receipt printers, and payment card readers
• Routine and advanced technical support and problem resolution for ticketing and POS systems
• Investigation, resolution, or escalation of complex problems with critical systems, including access or network connectivity issues, system outages, and disruption of complex integrations with various other business systems

Responsibilities

Technical Support and Operations (85%)

• System Reliability: Proactively monitors the operational integrity of all ticketing and POS systems, assisting in optimization for maximum uptime.
• Troubleshooting: Provides hands-on technical support and problem resolution for ticketing, POS, and integrated business systems.
• Incident Management: Responds to technical incidents, encompassing network connectivity failures, enterprise system outages, and disruptions to critical business system integrations.
• Operational Support: Delivers dedicated, hands-on support to maintain operational continuity, particularly during high-impact critical periods or major organizational events.
• Compliance and Security: Ensures rigorous adherence to internal information security policies, specifically the PCI Data Security Standard (PCI-DSS), for all supported processes, hardware, and systems.
• Documentation and Knowledge Management: Develops, documents, and maintains Standard Operating Procedures (SOPs) to standardize support and maintenance processes.

Projects and Process Improvement (10%)

• Participates in assigned technical projects, including system upgrades, hardware deployments, and new feature rollouts.
• Collaborates across IT and with Museum operational teams in the implementation of new functionality, systems, and services.
• Performs assigned ITIL roles related to incident management, change management, and problem management.

Other Duties as Assigned (5%)

Qualifications

Minimum Education Required

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• Certifications and equivalent experience in related areas will be considered.

Minimum Years and Type of Experience

• At least three years of experience performing hands-on work supporting enterprise-level ticketing, point of sale, hospitality, or similar systems.
• Experience in a museum, cultural institution, hospitality, or retail environment is preferred.

Knowledge and Skills Required

• Experience supporting revenue-generating IT systems and related hardware, including: computer equipment (Mac, Windows, and Android), network connectivity, POS terminals, self-service kiosks, payment card readers, barcode scanners, and receipt printers.
• Experience with enterprise-level ticketing and POS software platforms or similar systems, including a basic understanding of API technologies for integrations with other critical business systems.
• Knowledge of best practices for deploying and supporting end-user devices and critical systems in a high-volume, public-facing environment.
• Experience working within operational service levels for enterprise systems, utilizing service level objectives and KPIs.
• Strong understanding of PCI Data Security Standard (PCI-DSS) requirements.
• Solid oral and written communication skills, and ability to interact in a dynamic environment subject to changes in schedules and priorities.
• Excellent customer service, troubleshooting, and problem-solving skills are a must.

Desired Qualifications

• ITIL certification and/or experience with IT Service Management is a plus.

Supervision

• No direct reports.