Technology Support Specialist

Job Description

JOB DESCRIPTION – TECHNOLOGY SUPPORT SPECIALIST

Location: Edmonton, AB.

Division: Ticketmaster Canada

Line Manager: Area Manager

Contract Terms: Casual, part-time; includes days, evenings & weekends (Hybrid)

THE TEAM

The Field Operations Technology team is a solutions-driven team focused on providing high-levels of client satisfaction, technical support, and installations services across the various business units and client base. We are a key department responsible for the successful delivery of major events and festivals as well as ensuring the ongoing support and maintenance of our fixed client base.

THE JOB

The Technology Support Specialist will focus their day-to-day work on providing support to our clients and the wider Ticketmaster and Live Nation business either remotely or in-person. Supporting a wide range of products, peripherals, and Ticketmaster proprietary software you will need to be technically focused and customer centric.

Technology Support Specialist often works onsite at venues in a pressurized but enjoyable environment of concerts, sporting events and festivals to support a wide range of hardware and software solutions that provides fans with a seamless and enjoyable experience attending Live events.

WHAT YOU WILL BE DOING

GENERAL SUPPORT 
• Develop and maintain excellent client relationships by providing proactive support & meeting client all service level agreements. 
• Advise clients on Ticketmaster's best practices for all TM products including providing onsite and remote end-user training/demonstrations of product features and functionality. 
• Use troubleshooting techniques and tools to provide timely resolution for all client software, hardware, and operational issues. 
• Provide afterhours onsite and remote event support for concerts, sporting events and other live events. 
• Communicating and collaborating with various internal teams and stakeholders. 

TECHNOLOGY SUPPORT 
• Installation and support of Ticketmaster's proprietary software/hardware and network devices such as but not limited to, ticket printers, point of sale systems, access control devices, wireless access points, switches, bridges, etc.
• Perform configuration for computers, laptops, tablets, scanners, and mobile devices.
• Set up and configure network interfaces, routers, switches, and Internet connections.
• Investigate and diagnose reported problems. Applying troubleshooting techniques and diagnostic tools to identify root cause. Collaborate closely with clients and internal teams to promptly resolve issues.
• Coordination of software, network, and hardware upgrades/issues with clients and third-party providers at client sites. 
• Document and report incidents; collaborate with internal teams to reproduce and prioritize bug fixes.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Knowledge of wired and wireless networking terminology.
• Familiarity with Microsoft Operating Systems and Office Suite products
• Experience with Android and IOS app-based software.
• Strong problem solving and analytical skills. With an ability to identify when a case should be escalated and to which team, ensuring follow-up and resolution for the client.
• Reliable vehicle and clean driving license required.
• Travelling onsite to client venues/establishments will be required.
• Flexibility to workdays, evenings and weekends is required.

YOU (BEHAVIOURAL SKILLS)
• Collaborative Contributor – establish trust-based relationships with clients and co-workers through consistent and effective communication, ensuring alignment on organizational and client goals.
• Solution Driven – resourceful and knowledgeable professional, able to creatively find solutions to problems clients or co-workers are experiencing through empathetic-listening and thorough troubleshooting skills.
• Continuous Learner – staying up to date with technological trends, improvements, new features, etc., to be able to work with a competitive edge, bringing your expertise to clients. Willingness to collaborate with others, share information and understand other points of view.
• Act with Integrity – represent information and data accurately and completely to internal teams and clients. Ensuring compliance with policies/regulations, best practices, and procedures, as well as dedication to the security of data.

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.

Ticketmaster Canada will provide reasonable accommodations for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and need an accommodation due to a disability, please email accessibilitycanada@ticketmaster.ca. Please note this inbox is limited to accommodation requests. Resumes submitted to this inbox will not be considered.

Jobcode: Reference SBJ-r7y46k-3-19-56-114-42 in your application.