Full Time Job

Eus IT Engineer

Live Nation

London, United Kingdom 04-29-2021
 
  • Paid
  • Full Time
  • Entry (0-2 years) Experience
Job Description
Line Manager: IT Service Delivery Manager

Contract Terms: Permanent, Fixed Term, 40 hours per week (if 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

The EUS IT Engineer (2nd Line) provides support for any task that is unable to be fulfilled by Tier 1.

The role requires dealing efficiently with the receipt, management and resolution of IT incidents and service requests that are logged to you by Tier 1, relating to the IT Desktop and eWorkspace technology environment. Tickets must be correctly catalogued, escalated according to standard operating processes and policies.

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-2nd-line issues to 3rd line professional services or other 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 team are 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

WHAT YOU NEED TO KNOW
• 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)
• Knowledge of cloud applications such as Zoom, Office 365, Slack, MS Teams would be beneficial.

YOU

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 focused
• 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

Jobcode: Reference SBJ-dy7mnm-3-235-191-87-42 in your application.

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Company Profile
Live Nation

Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations.