IT Support Specialist

Job Description

THE TEAM

The contact center support team supports on-premise desktop machines in a dynamic contact center environment while also remotely managing issues for remote work from home agents. Additionally, the team manages local server room and network equipment with VDI support for datacenter based servers.

THE JOB

We're looking for an IT Support Specialist to join Ticketmaster's Contact Center IT Support team which is responsible for providing technical support to contact center agents and their machines, including datacenter based VDI solutions.

WHAT YOU WILL BE DOING
• Supporting agent Windows based desktop stations in a large contact center
• Support hardware as needed for work at home agents
• Support of VDI setup and configurations on data center based server infrastructure
• Work with security teams on policies and procedures ensuring PCI compliance
• Create and install desktop images for agent machines as well as admin stations and laptops
• Manage local hardware inventory
• Provide first level of support for agent issues with contact center technology platforms

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)
• COVID-19 vaccination will be required for this position subject to legally valid exemptions
• 3+ 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.
• Strong knowledge in the area of PC hardware and components, such as monitors, keyboards, printers, and disk drives.
• Experience with VDI solutions a big plus

YOU (BEHAVIOURAL SKILLS/COMPETENCIES)
• The successful applicant should be well organized, have good written and verbal communication skills, and be sensitive to customer frustrations with technology issues.

TICKETMASTER VALUES

Rock Solid Reliability – I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right

Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of others

Act with Integrity – 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

CULTURE

We're fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We're not just selling tickets (though we do that better than anyone else), we're enriching lives one amazing experience at a time. And we think that's pretty amazing. If you're passionate about the magic of 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.

We have a 'Fan First' mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the 'Fan' you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.

Jobcode: Reference SBJ-gke0m4-18-191-211-66-42 in your application.