IT Tier 1 Engineer

Job Summary:

JOB DESCRIPTION – EUS Engineer

Location: London (hybrid)

Division: Ticketmaster International – International IT

Contract Terms: 40 hours per week (full time)

Working Hours: Business Days. Able to fit with shift system between 0800-1600 & 1000-1800 Mon-Fri

THE TEAM

The IT Service Desk team helps to ensure that the computer users across the Live Nation Entertainment International region are able to work effectively and continuously by providing telephone, email and 1:1 IT support services in response to issues that these customers experience.

THE JOB

Live Nation is committed to being at the forefront of bringing entertainment to a global audience. As part of the Live Nation Entertainment family of businesses you will have the opportunity to be involved in all areas from local Office support through to onsite Festival and Venue work.

The EUS IT Engineer (1st Line) provides the initial contact point with IT for the customer. The role requires dealing efficiently with the receipt, management and resolution of IT incidents and service requests at the Service Desk or raised directly to you, relating to the IT Desktop and eWorkspace technology environment. Tickets must be correctly catalogued, triaged, escalated, or worked upon in line with our standard operating processes and policies.

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WHAT YOU WILL BE DOING

• IT Incident, Service Request and General Query call logging and ticket management from initial to resolved status.
• Diagnose and resolve common issues and pass non-1st-line issues to 2nd Line or another appropriate resolver group.
• Prioritise tickets and escalate according to urgency and impact.
• Apply strong customer service and ownership skills to deal with customers in professional and efficient manner
• Keep customer informed of updates and manage expectation as appropriate
• To work closely with other support teams so that requests can be routed appropriately when the Service Desk is unable to find a resolution
• To carry out daily tasks according to the agreed procedure, and according to the shift rota
• To carry out hardware builds, installations as required by more senior team members
• To assist the local Tier 2 engineer in dealing with various issues relating to Office and Venue support as required

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

• Experience supporting operating systems including Windows 10 / OSX
• Experience supporting typical desktop productivity applications including MSOffice/Adobe
• Desktop/laptop hardware troubleshooting skills.
• Excellent communicator (written and spoken)

YOU (BEHAVIOURAL REQUIREMENTS)

The following attributes determine how the role will be carried out and are required to be a success:

• A positive attitude and a willingness to bring ideas to the team
• Accurate, organised, diligent & thorough
• Able and willing to acquire new skills, and apply them
• A methodical approach to problem solving
• Self-motivated, pro-active, enthusiastic, confident and personable
• Courteous and friendly manner
• Customer focussed
• Excellent time keeping
• 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
• Driving license would be useful but not essential.
  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 identity, race, sexual orientation, religion, age, disability status or caring responsibilities.
  The Company
  Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 500 million tickets sold annually and more than 12,000 clients worldwide. Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40,000 shows and 100+ festivals annually for nearly 4,000 artists in over 40 countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect over 1,000 brands with the 98 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.com #LI-JCK #LI-Hybrid