EUS IT Engineer L1

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JOB DESCRIPTION – EUS Engineer

Farringdon, London

Ticketmaster International – International IT

IT Service Delivery Manager

40 hours per week (full time)

Business Days. Able to fit with shift system between  &  Mon-Fri

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.

Live Nation is committed to being at the forefront of bringing entertainment 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 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.

• 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 another appropriate resolver group.
• Prioritise tickets and accelerate 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
• Work closely with other support teams so that requests can be routed appropriately when the Service Desk is unable to find a resolution
• Carry out daily tasks according to the agreed procedure, and according to the shift rota
• Carry out hardware builds, installations as required by more senior team members
• Assist the local Tier 2 engineer in dealing with various issues relating to Office and Venue support as required

• 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)

• 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.

• Entry level

• Full‑time

• Engineering and Information Technology

• Entertainment Providers

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