End User Support Enginner

Ticketmaster; Teletrabalho; BRL 50.000 - 60.000; Tempo integral

Resumo da oferta

A leading ticketing firm in São Paulo is looking for an End User Support Engineer to provide essential technical support to their systems and users. The ideal candidate should have a university degree in IT, at least 3 years of relevant experience, and proficiency in help desk operations. You will diagnose and resolve hardware, software, and network issues while maintaining high standards of customer service. If you are a problem solver with strong communication skills and passion for live events, we want to hear from you.

Serviços

Inclusive work environment

Opportunities for professional development

Qualificações

• Minimum of 3 years of similar experience.
• Works effectively on a team and partners with cross-functional teams.
• Excellent organizational skills with an eye for detail.

Responsabilidades

• Provide support for end users, diagnosing and resolving issues.
• Respond to client queries, including email and password reset.
• Document, track and monitor problems to facilitate resolution.

Conhecimentos

Helpdesk experience

Network troubleshooting

Advanced English proficiency

MS Office proficiency

Problem-solving skills

Interpersonal communication

Formação académica

University degree in IT or related field

Ferramentas

Zendesk

Descrição da oferta de emprego

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THE TEAM

The Technology team is part of a group of shared services that supports everything from the ticket sales operation to fans, through technical support to internal employees, to the management of key projects and integrations aimed at delivering value and sustainability of the business.

Job Summary

Our focus is on enabling new solutions to improve the fan experience, supported by the 'Fan First' mentality by bringing more reliability and reducing friction throughout customer lifecycle.

Autonomy, efficiency, bias for action, adaptability, and commitment are the key factors for success in this department, and they guarantee the delivery of innovative and reliable services.

THE JOB

The End User Support Engineer provides essential support to Ticketmaster, working with network systems vendors, software training companies and software and hardware manufacturers.

The support engineer forms the front line of assistance for customers encountering problems or defects with products and programs and serves as the technical expert in desktop and local area network support and analysis, ensuring resolution of all reported issues.

Delivers help to system users by responding to client queries, solving technical problems, and retaining an organizational network, software and computer peripherals.

The Engineer addresses client inquiries and emails.

They provide on‑call support to the user either at Ticketmaster's office or remotely.

Support diagnoses client software, hardware, and network system problems.

What You Will Be Doing

• Provide support for end users, acting as first and second line of response, diagnosing and resolving hardware, software and network issues.
• Respond to client queries, including email and password reset.
• Install, upgrade, configure, and troubleshoot computing and communication devices and peripherals.
• Gather asset inventory and maintain knowledge database for problem resolution.
• Escalate complex issues to appropriate support teams, including international support in the UK.
• Perform triage and provide remote problem resolution when possible.
• Supervise lower level staff and provide technical guidance and advanced training.
• Document, track and monitor problems to facilitate timely resolution.
• Ensure adherence to department security standards.
• Stay current on industry standards, evolving technologies, and methodologies.
• Participate in development of systems for End User Support functions.

What You Need to Know (or Technical Skills)

• University degree or higher education in Information Technology, Engineering, Computer Science or related field.
• Experience working in Helpdesk and/or NOC.
• Minimum of 3 years of similar experience.
• Advanced English proficiency.
• Proficient in MS Office (Excel, Word, PowerPoint) and IT ticketing system such as Zendesk.
• Works effectively on a team and partners with cross‑functional teams to deliver key results.
• Strong interpersonal, written, and verbal communication skills with an ability to effectively collaborate with diverse groups.
• Excellent organizational skills with an eye for detail.
• Problem‑solving and critical thinking skills.
• The ability to objectively assess processes, recommend improvements and implement based on direction and goals.

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 respo