Local IT Support Specialist

Job Summary:

WHO ARE WE?

Live Nation Entertainment is the world’s leading live entertainment and eCommerce company, comprised of four market leaders: Ticketmaster.com, Live Nation Concerts, Front Line Management Group and Live Nation Network. Ticketmaster.com is the global event ticketing leader and one of the world’s top five eCommerce sites, with over 26 million monthly unique visitors. Live Nation Concerts produces over 20,000 shows annually for more than 2,000 artists globally. Front Line is the world’s top artist management company, representing over 250 artists. These businesses power Live Nation Network, the leading provider of entertainment marketing solutions, enabling over 800 advertisers to tap into the 200 million consumers Live Nation delivers annually through its live event and digital platforms. For additional information, visit www.livenation.com/investors.

WHO ARE YOU?

Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on! 

THE TEAM:

The North American IT Support team is responsible for ensuring that the computer users across the Live Nation Entertainment enterprise can work effectively and continuously by providing desktop and workplace IT support services aligned with business need and expectation.

THE ROLE

This role provides hardware and software support plus general IT assistance and advice to Live Nation Entertainment staff based in venues and offices across the business. The customer-base can be demanding, and so a well-developed customer-focused attitude is as important as the strong problem-solving and technical skills required.

Working within the IT Support Team, and closely with the wider IT groups, the specialists are expected to respond to requests for assistance (incidents and requests) from internal customers via multiple channels, including walk-up and Online Support requests. 

Specialists are expected to respond to requests for assistance from internal customers or those referred by Online Support, ensuring that they are dealt with in a pleasant, professional, and timely manner, as well as contributing to the wider operation of the LNE IT framework. In addition to performing operational and maintenance activities they will log all calls received and keep them updated, ensuring status monitoring is accurate.

This role is based in our key corporate offices but may occasionally require support visits to other locations within the LNE business.

WHAT THIS ROLE WILL DO

• To minimize down time of laptop services by means of proactive support and regular maintenance, from upgrades & installations to cleaning and repairing.
• To advise customers on Best Practices particularly in the retention of data, email and Internet usage and application of desktop software.
• To perform operational and maintenance activities on printers, conference rooms and networks in accordance with procedures provided by the relevant team Manager.
• To complete all relevant administration tasks to help towards more efficient team working, such as call logging, calendar entries, time management & knowledge transfer.
• To maintain an awareness of developments in the industry and participate in the sharing of knowledge, as well as keeping up to date with new technologies developed internally, to enhance business processes which may be employed.
• Support of Asset and Software Management tools such as Intune, JAMF and Bitlocker.
• To complete other project led or technical duties as appropriate.
• To treat all customers and colleagues with respect and to demonstrate a commitment to Live Nation Entertainment’s Equal Opportunities Policy.

WHAT THIS PERSON WILL BRING

• Previous experience evidencing sound technical skills with hardware builds, installs & maintenance of desktops & laptops including Macs.
• Wide range of demonstrable technical knowledge including operating systems, desktop applications (Windows 7, 8, 10 / MS Office / Office 365/ Server 2012_16 / Exchange / Mac OS X, 11, 12)
• Previous experience of working with a ticket logging system would be beneficial.
• Experience of cloud-based solutions including Office 365, Slack, Teams, Zoom
• Keen knowledge of VPN, RDP, OWA and other ‘remote working’ tools
• General understanding of IP networking and data infrastructures, including wireless network solutions and Active Directory.
• Microsoft engineer and Apple certification would be beneficial.
• A positive attitude and a willingness to bring ideas to the team.
• Accurate, organized, diligent & thorough
• Manage escalated issues with a strategic and solution-oriented approach.
• Self-motivated, pro-active, enthusiastic, confident, and personable
• Courteous and friendly manner
• Customer focused.
• Excellent time keeping
• Able and willing to acquire new skills and apply them.
• Contribute to the team's overall efficiency by consistently managing and resolve a minimum of 50 tickets per week.
• A methodical approach to problem solving.
• Comfortable working as part of a team and with a wide range of people
• Flexible approach to work with a willingness to learn on the job.
• Willingness to work hard.
• Ability to lift a minimum of 50 pounds, adhering to occupational safety standards.
• Driving license would be useful but not essential.

BENEFITS & PERKS

Our motto is ‘Taking Care of Our Own’ through 6 pillars of benefits:

• HEALTH: Medical, Vision and Dental benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
• YOURSELF: Generous paid time off policy including paid holidays, sick time and paid days off for your birthday, Free concert tickets
• WEALTH: 401(k) program with company match, Stock Program
• FAMILY: New parent programs & support including caregiver leave and childcare cash, infertility support
• CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
• OTHERS: Volunteer time off, crowdfunding network

Live Nation’s policy regarding vaccinations and masking related to a pandemic or other infectious disease control measures, acts of God, health and safety mandates and/or restrictions imposed by applicable local, state or federal governments has evolved over time. Currently, we strongly encourage employees to be fully vaccinated from such infectious diseases for which vaccinations are available. You are expected to follow Live Nation’s health and safety protocols and policies as they change from time to time.

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.

Live Nation 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, Live Nation 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, Live Nation 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. Live Nation 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

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

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