IT Support Specialist

Job Summary:

JOB DESCRIPTION – Field IT Support Specialist

Location: Charleston WV

Division: Ticketmaster NA Fan Support

Line Manager: Manager, IT Support

Contract Terms: Permanent, 40 hours per week

THE TEAM

The Technology Support team, which is part of the Global Support & Operations organization, is a customer focused service delivery team providing technical support and installation services across North America Contact Centers. We are a key department responsible for the successful delivery of major events and festivals as well as ensuring the ongoing support and maintenance of our internal customers. Focused on providing high levels of support and satisfaction, we are driven to provide technical solutions, reliability and services that enable fans to enjoy the experience of live events.

THE JOB

We’re looking for a Field IT Support Specialist to join Ticketmaster’s IT Support team which will focus their day to day by providing support on-premise in a dynamic environment while also remotely managing support requests for remote work-from-home personnel. Supporting a wide range of products, devices and Ticketmaster proprietary software, you will need to be technically focused and customer centric.

WHAT YOU WILL BE DOING

• Software installations, remote deployments, configurations and support of Ticketmaster proprietary software.
• Perform Microsoft Update patching, OS upgrades and firmware to ensure devices are up to date.
• Workstation configuration setup and diagnose laptop hardware issues, monitors, docking stations, peripherals, printers, scanners and repair when required.
• Performs cable management, install and support network devices including Wireless Access Points and Switches.
• Acts as a technical resource in assisting users with problem resolution related to IT equipment such as laptops, software and other IT related products.
• Assists users with third party and business software such as Microsoft Office and others.
• Updating and maintaining technical and operational documentation.
• Communicating and collaborating with multiple teams or departments.
• Following best practices and procedures ensuring standards are maintained.
• Raising incidents and updating incident management software.
• Tracking Assets and updating asset management software.
• Maintain and understanding of TM and LN products usage and functionality.
• Provide remote user support for various requests while also traveling to the office to perform hardware and software installations and troubleshooting (up to 50% travel)

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• 2+ years’ experience in an IT support, system administrator, or similar technical role.
• Experience in a customer service organization a plus.
• A strong customer-focused attitude with strong verbal and written communication skills along with good documentation know how.
• Strong knowledge of Laptop brands, hardware and components, printers and other related IT equipment.
• Strong knowledge of common PC software such as Outlook, Excel, Remote Desktop and Zoom etc.
• Basic knowledge of Active directory, PowerShell and batch scripting is a plus.
• Experience with endpoint management tools.
• Must have knowledge working in a help desk environment and understanding of an agile framework.
• May require working some evening and Holidays.
• Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 40 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.

YOU (BEHAVIOURAL SKILLS)

• Team Player: Must be relatable also possess the ability to work both independently and as a part of a team.
• Rock Solid Reliability – Must be able to earn the trust of clients, co-workers and fans; by setting clear expectations; delivering high-quality work on time and on task. Must be willing to take the time to do things right.
• Act with Integrity – As a leader: I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely.
• The successful applicant: Must be detailed oriented and organized, have good written and verbal communication skills, be sensitive to customer frustrations with technology issues.
• Learning elevation: Must be willing to learn new tools, software, trends and products.

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 EMPLOYMENT OPPORTUNITY

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.

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to

identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.