End User Service Engineer

Job Description – End User Service Engineer

Location: Melbourne, Australia

Division: Ticketmaster APAC

Line Manager: Sr Manager, Enterprise Systems

Contract Terms: Permanent, Full Time, 38 hours per week

The Team

The End User Services team is responsible for providing support to all internal staff and administrative systems with a key focus on service and communications. You will add value to the staff internal relationships and bring your expertise as a service specialist in the APAC region supporting the Ticketmaster group of companies.

The Job

The primary objective of the End User Service Engineer is to actively contribute to the End User Services team by offering support for all internal staff and administrative systems, with a strong emphasis on service and communication. The role involves installing, maintaining, troubleshooting, and deploying hardware and software within the Ticketmaster environments across Australia, New Zealand, and Asia.

What You Will Be Doing

Primary:

• Perform and administer all Support requests for Windows and Mac based Operating Systems that are logged via the service desk application in a timely and measurable manner.
• Provide excellent customer service through communication and actions. Keeping customers and team members constantly informed of their request status until completion, including logging of all actions through the service desk application.
• Installs, assembles, and configures computers, monitors, network infrastructure and peripherals and related hardware as required. Including assisting in office moves and installations.
• Troubleshoots problems with computer systems both Windows and Mac, both hardware and software, e-mail, network, and peripheral equipment problems; makes repairs and corrections where required.
• Acts as a technical resource in assisting users to resolve problems with equipment and data; staffs a centralized IT Support Desk to facilitate exchange of information and advice; implements solutions or notifies outsource providers as required.
• Proactively suggest and recommend through research or knowledge for hardware and software acquisition recommendations. This includes helping users assess needs and providing justification for equipment and services.
• Proficiency in the creation and documenting of processes and procedures, ensuring the administration and implementation are maintained to the highest standards to maintain consistency at all levels across the business.
• Proactively reviewing procedures, policies, and technology; suggesting change not just acceptance; Don’t accept the norm; to question and provide alternatives with an eye to the future.
• Assist with and/or take the lead, to providing in-house application and procedure training, which may include Documentation, Group Presentations and Video Conference sessions as required.
• Ability to make informed decisions and choices by gathering and reviewing metrics. Identify trends; proactively recommend solutions based on those metrics or resource requirements on the go.
• Ensure prompt resolution of equipment issues through efficient troubleshooting, thorough product knowledge, and proper escalation and communication.
• Actively documenting procedures, tasks, and repetitive requests, whilst maintaining a library of documents that can be used for support, knowledge base articles, training, and education. Constantly reviewing and ensuring the accuracy of the content.
• Assist with network setup and configuration including routers, switches, modems, and wireless access control devices.
• Works closely with network engineers, office management and operations staff to assess needs and deliver the required support.
• Responsible for compliance with all IT policies and procedures regarding documentation, asset tracking and quality assurance.
• Will have to travel on occasions, both Interstate and International.
• Provide out of hours' mobile phone, remote and on-site support as required.

Secondary:

• Proactively develop and foster communication and knowledge sharing between teams, ensuring that global standards are followed and continuously improved.
• Assist in the development of project plans for the delivery of required hardware and software.
• To maintain an awareness of developments in the industry and participate in the sharing of knowledge.
• To perform operational and maintenance activities on servers and networking in accordance with procedures provided by the Enterprise Systems team.
• To adhere to quality management, safety and environment company policies.

What You Need To Know (Technical Skills)

• Proven Windows & MAC OS/X support and Application experience, including rebuilds, installations and support. (Minimum 2 years)
• Experience performing Microsoft Active Directory, Windows Server, AD Domains and Exchange/Office 365 System Administration tasks.
• Be customer focused and ardent in ensuring that all customers receive a high quality of service with a commitment to recording calls raised and resolutions, and to sharing knowledge across a geographically spread team.
• Sound technical skills, including operating systems, desktop applications and hardware (Win Server 2016-22 / Windows 10-11 for desktops / Office 365 / All Mac OSX from Monterey - Sequoia, iPhone & Android smartphones and tablets).
• Experience of Zoom Video Conferencing applications and associated hardware
• Demonstrate a proactive, systematic, and analytical approach to problem solving, process management, display attention to detail, as well as documenting and following procedures.
• Excellent interpersonal relations skills – experience supporting executive-level customers.
• Excellent demonstration skills and ability to coach and train users.
• Knowledge of Cisco Meraki SD Wan would be advantageous.
• Knowledge of Cloud hosted technologies, including AWS & Azure among others
• Be creative, flexible and think outside the box.

You (Behavioural Skills)

• Well-developed interpersonal and communication skills in addition to written skills for documentation and communication with clients.
• A demonstrated ability to share knowledge via effective communication to diverse groups of people with different skill levels and technical aptitude.
• Work experience and / or relevant tertiary qualifications in a computer related discipline.
• Good working knowledge of networking principles and techniques.
• Practical experience in the repair and maintenance of hardware and software including a background in Apple/Mac Desktop Technical Support Role.
• Strong knowledge of hardware and software fault resolution techniques.
• Proven ability to handle more than one task at once.
• Can adapt to any work environment, including interstate travel when necessary.
• Ability to work flexible hours (including weekends or after hours for international calls on occasion).

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.

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, race, sexual orientation, religion, age, disability status or caring responsibilities.