Event Checklist for Tech Support Team
Pre-Event
1. Enter stadium: Check in with the dining employee representatives at the kitchen entrance (in the South of the stadium) and go through security.
2. Receive zoning assignment: Report to the tech operations room, W170 in the west tunnel. You will be given a zone assignment and receive event specific instructions. Once you have an assigned zone, begin checking in the stands in your zone using the procedure outlined below.
Check-In Procedure
3. Hardware Setup: Remove devices from bins and check for visible damage to the device. Unwrap the cables on top of the power/network box, and thread them both through the hole on the bottom of the mount until they come out the top of the mount. Plug in the ethernet cable and power cable into the back of the device. For photos and more detailed instructions, see the article “Hardware Setup”.
4. Software Setup/Check: Power on each device by holding down the power button (on the top right the device) for about 5 seconds. Once the device is turned on, verify the following:
a. Verify that the device is online, indicated by the presence of the symbol, in the status bar on the top right.
b. Verify that the device is charging (battery icon in status bar will have a lightning bolt)
c. If the device does not have power or network, create a support ticket for the stand explaining what needs to be fixed.
d. If the device has power and network, open the VenueNext app on the home screen.
e. Verify that the menu matches the stand location:
If the menu listed does not match the stand location, see the help article “Configuration and Orders Tabs“
5. Report: If the device has power, network, and the correct menu, the check in process is complete. Report the stand as checked in using the concessions stands app.
Responsibilities and priorities during events:
1. Respond to support tickets: Pay attention to communications from central support regarding tech support requests in your zone. You can also monitor any open issues in your zone using the concessions stands app. If circumstances require, you may be asked to resolves issues in a zone not assigned to you.
2. Check for unsynced orders: If there are no open support tickets open for your zone, communicate with stand leads to find a time to check devices for unsynced orders. For more detailed information on how to check for unsynced orders, see “Configuration and Orders Tabs”
3. Monitor stands: If there are no support tickets open for your zone, and all stands have recently been checked for offline orders, check in with stand leads and subcontractors to see if they are experiencing any difficulties.
4. Help customers: If you see someone who looks lost or confused, especially at express pick-up locations, offer to help.
Check-Out Procedure
5. Hardware Check: Check to make sure that all equipment is still working and arranged properly. If any power supplies have detached from the wall, take note of that as well. If there is any damage present or maintenance is needed, report it by creating a tech support ticket. Include which device is damaged and what needs to be fixed.
6. Software Check: Check for unsynced orders on each device. For more detailed information on how to check for unsynced orders, see “Configuration and Orders Tabs
7. Shut Down Software: If the devices have no unsynced orders, power them off by holding down the gray button on the top right the device. A prompt will appear on the screen with the options Power Off and Restart. Select Power Off and the devices will shut down.
8. Disconnect Hardware: Next, unplug the cables from the back of the POS devices and thread them through the top of the mount to the bottom, until you have removed them. Do not remove cables from the power/network boxes to disconnect the device, instead remove cables from the POS devices.
9. Pack up equipment: Place the POS devices in the corresponding bin. Wrap up the cables that were plugged into the POS and place the coils on top of the cable/power box.
10. Report: If all issues have been reported or resolved, and the devices are powered down and packed up, mark the stand as checked-out using the Concessions Stand power app.
Post-Event
Report: After all of the stands in your zones have been checked out, report back to the central support team to let them know that you have finished. They may assign you to help with the checkout of another zone. If checkout is finished, you are ready to head home.