End User Support Enginner

Job Summary:

THE TEAM

The Technology team is part of a group of shared services that supports everything from the ticket sales operation to fans, through technical support to internal employees, to the management of key projects and integrations aimed at delivering value and sustainability of the business.

Our focus is on enabling new solutions to improve the fan experience, supported by the 'Fan First' mentality by bringing more reliability and reducing friction throughout customer lifecycle.

Autonomy, efficiency, bias for action, adaptability, and commitment are the key factors for success in this department, and they guarantee the delivery of innovative and reliable services.

THE JOB

The End User Support Engineer provides essential support to Ticketmaster, working with network systems vendors, software training companies and software and hardware manufacturers. The support engineer forms the front line of assistance for customers encountering problems or defects with products and programs and Serves as the technical expert in desktop and local area network support and analysis, ensuring resolution of all reported issues.

Delivers help to system users by responding to client queries, solving technical problems, and retaining an organizational network, software and computer peripherals.

The Engineer addresses client inquiries and emails. They provide on-call support to the user either at Ticketmaster’s office or remotely. Support diagnoses client software, hardware, and network system problems.
 

WHAT YOU WILL BE DOING

• Answers questions and gives information, advice and instructions to clients on such issues as email and password reset.

• Provide installation, upgrade, configuration, and troubleshooting computing and communication devices and peripherals.

• Gather asset inventory and provide excellent customer service.

• Diagnose and resolve basic and more complex problems; respond to escalated problems from clients to internation support in UK; perform triage, provide remote problem resolution when possible, dispatch problems to associated groups throughout the unit supported, and dispatch out to clients for hardware issues not resolved remotely.

• Act as the first or second line of response to requests for various hardware, software, peripheral, and networking technical assistance; escalate more complex problems to appropriate support teams.

• Apply diagnostic techniques for problem troubleshooting.

• Provide technical guidance and advanced training; may lead or direct lower level staff.

• Responsible for supervision of the provision of end user support including a portfolio of software and hardware products.

• Often serve as final local point of escalation in response to requests for various hardware, software, peripheral, and networking technical assistance; escalate more complex problems to appropriate IT staff or vendors.

• Develop or assist management in the development of systems for all End User Support functions.

• Documents, tracks and monitors the problem to facilitate a timely resolution. Update knowledge database for problem resolution.

• Ensure practice of department security standards.

• Provide technical guidance and advanced training; supervises lower level staff.

• Keep current of industry standards, evolving technologies and methodologies

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• University degree or similar higher education, in Information Technology, Engineering, Computer Science or related field

• Experience working in Helpdesk and/or NOC

• Minimum of 3 years of experience in a similar role

• Advanced in English

• Proficient in MS Office (Excel, Word, PowerPoint) and IT ticketing system as Zendeks

• Works effectively on a team and partners with cross-functional teams to deliver key results

• Strong interpersonal, written, and verbal communication skills with an ability to effectively collaborate with diverse groups

• Excellent organizational skills with an eye for detail

• Problem-solving and critical thinking skills

• The ability to objectively assess processes, recommend improvements and implement based on direction and goals  

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. 

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

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 respo