Junior 1St Line Support Engineer

Job Description

Location: London, Angel

Division: Ticketmaster International – International IT

Line Manager: IT Service Delivery Manager

Contract Terms: Permanent, 40 hours per week

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

With much of the world beginning to open again, Ticketmaster is committed to being at the forefront of bringing entertainment back 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 / 2nd 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 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 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.

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

NOTE: To work from a Ticketmaster office, full COVID-19 vaccination will be required subject to any legally valid exemptions.

Jobcode: Reference SBJ-rzpz62-18-218-61-16-42 in your application.