Live Nation Entertainment
Job Summary: JOB DESCRIPTION – END USER SERVICE ENGINEER Location: Australia Division: Ticketmaster, Moshtix - APAC Line Manager: Technology & Enterprise Systems Manager Contract Terms: Permanent 38 hours per week THE TEAM The End User Services team is responsible for providing support to all internal staff and administrative systems with a key focus on service and communications. You will add value to the staff internal relationships and bring your expertise as a service specialist in the APAC region supporting the Ticketmaster and Moshtix business. THE JOB The End User Service Engineer provides support to all internal staff and administrative systems, with a key focus on Service and communications. You will install, maintain,
troubleshoot and deploy hardware and software within the Ticketmaster environments within Australia, New Zealand and Asia. WHAT YOU WILL BE DOING Primary: Perform and administer all Support requests for Windows and Mac based Operating Systems that are logged via the service desk application in a timely and measurable manner. Provide excellent customer service through communication and actions. Keeping customers and team members constantly informed of their request status until completion, including logging of all actions through the service desk application. Installs, assembles, and configures computers, monitors, network infrastructure and peripherals and related hardware as required. Including assisting in office moves and installations. Troubleshoots problems with computer systems both Windows and Mac, both hardware and software, e-mail, network, and peripheral equipment problems; makes repairs and corrections where required. Acts as a technical resource in assisting users to resolve problems with equipment and data; staffs a centralised IT Support Desk to facilitate exchange of information and advice; implements solutions or notifies outsource providers as required. Proactively suggest and recommend through research or knowledge for hardware and software acquisition recommendations. This includes helping users assess needs and providing justification for equipment and services. Proficiency in the creation and documenting of processes and procedures, ensuring the administration and implementation are maintained to the highest standards to maintain consistency at all levels across the business. Proactively reviewing procedures, policies, and technology; suggesting change not just acceptance; Don’t accept the Norm; to question and provide alternatives with an eye to the future. Assist with and/or take the lead to provide in-house application and procedure training, which may include Documentation, Group Presentations and Video Conference sessions as required. Ability to make informed decisions and choices by the gathering and reviewing of metrics. Identify trends; proactively recommend solutions based on those metrics or resource requirements on the go. Ensure prompt resolution of equipment issues through efficient troubleshooting, thorough product knowledge, and proper escalation and communication. Actively documenting procedures, tasks, and repetitive requests, whilst maintaining a library of documents that can be used for support, knowledge base articles, training, and education. Constantly reviewing and ensuring the accuracy of the content. Assist with network setup and configuration including routers, switches, modems, and wireless access control devices. Works closely with network engineers, office management and operations staff to assess needs and deliver the required support. Responsible for compliance to all IT policies and procedures regarding documentation, asset tracking and quality assurance. Will have to travel on occasions, both Interstate and International. Provide out of hours’ mobile phone, remote and on-site support as required. Secondary: Proactively develop and foster communication and knowledge sharing between teams, ensuring that global standards are followed and continuously improved. Assist in the development of project plans for the delivery of required hardware and software. To maintain an awareness of developments in the industry and participate in the sharing of knowledge. To perform operational and maintenance activities on servers and networking in accordance with procedures provided by the Enterprise Systems team. WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS) Proven Windows & MAC OS/X support and Application experience, including rebuilds, installations and support. (Minimum 2 years) Experience performing Microsoft Active Directory, Windows Server, AD Domains and ExchangeOffice 365 System Administration tasks. Be customer focused and ardent in ensuring that all customers receive a high quality of service with a commitment to recording calls raised and resolutions, and to sharing knowledge across a geographically spread team Sound technical skills, including operating systems, desktop applications and hardware (Win Server 2012-19/ Windows 7-8-10 / Office 365/ All OSX from Mavericks-Big Sur &, iPhone & Android smartphones and tablets. Demonstrate a proactive, systematic, and analytical approach to problem solving, process management, displaying attention to detail, as well as documenting and following procedures. Excellent interpersonal relations skills – experience supporting executive-level customers. Excellent demonstration skills and ability to coach and train users. Knowledge of Cisco VOIP telephony would be advantageous. Knowledge of Cloud hosted technologies, including AWS & Azure among others Be creative, flexible and think outside the box. YOU (BEHAVIOURAL SKILLS) Well-developed interpersonal and communication skills in addition to written skills for documentation and communication with clients. A demonstrated ability to share knowledge via effective communication to diverse groups of people with different skill levels and technical aptitude Work experience and / or relevant tertiary qualifications in a computer related discipline. Good working knowledge of networking principles and techniques Practical experience in the repair and maintenance of hardware and software including a background in AppleMac Desktop Technical Support Role Strong knowledge of hardware and software fault resolution techniques Good working knowledge of networking principles and techniques Proven ability to handle more than one task at once. Can adapt to any work environment, including interstate travel when necessary Ability to work flexible hours (including weekend on occasion) EQUAL OPPORTUNITIES We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. CULTURE We have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First. You would have got a first feel of what it is like working at Ticketmaster through our career site and looking at our Ticketmaster Values. Are you ready to start your journey with us? One of your first stops would be our Going Live Session, our own way of welcoming you to Team Ticketmaster. Ticketmaster is the world’s largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centres and theatres, Ticketmaster now processes over 500 million tickets. As part of Live Nation Entertainment, the largest live entertainment company in the world, Ticketmaster is traded on the New York Stock Exchange as NYSE: LYV. Ticketmaster operates in over 30 countries across North America, South America, Europe and Asia Pacific. Overall, the company employs over 6,500 individuals. Ticketmaster was established in Phoenix, Arizona in 1976.
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Job Summary: JOB DESCRIPTION – END USER SERVICE ENGINEER Location: Australia Division: Ticketmaster, Moshtix - APAC Line Manager: Technology & Enterprise Systems Manager Contract Terms: Permanent 38 [...]
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