IT Cloud Application Engineer

The Desktop Technology Engineers provide day-to-day service and support for applications and Audio-Visual technologies deployed across international IT.

They are the point of escalation for key software applications maintained by the International IT team. They also assist with training implementation for new software across the international region.

The role requires technical skills to ensure efficient resolution of IT incidents and service requests, fostering a proactive and continually improving environment.

Responsibilities include implementing new software, focusing on global settings and troubleshooting, maintaining up-to-date documentation, and ensuring estate compliance with standards like GDPR, PCIDSS, and CIS through reporting and improvement plans.

Additional duties involve managing hardware technologies associated with cloud applications, such as Zoom Rooms, from consultancy to escalation.

This position is based in London but may require occasional support visits to other locations within the LNE global business.

WHAT YOU WILL BE DOING

1. Resolve tickets (IT incidents and requests) according to LNE procedures.
2. Manage the ticket queue for Live Nation Entertainment customers to ensure proper prioritization and minimize backlog.
3. Act as an escalation point for service exceptions.
4. Create and maintain documentation for core applications across all support tiers.
5. Engage in problem management to analyze service trends and propose improvements.
6. Onboard AV and application technology changes, which may include travel.
7. Maintain and troubleshoot applications, AV solutions, and end-user configurations at an enterprise level.
8. Support the wider IT team as the final escalation point for managed applications.
9. Ensure desktop technology compliance with standards and policies.
10. Participate in projects related to CloudTechnology and audio-visual solutions.
11. Monitor application stacks and assist in creating automated monitoring solutions.
12. Assist in producing reports on application usage and metrics.

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

• Practical experience in IT service/support, including Active Directory, incident and request management working to SLAs.
• Broad IT knowledge: infrastructure, desktop, security, compliance, networks, backup/DR.
• Hands-on experience with physical hardware installations and troubleshooting, e.g., Zoom Rooms.
• Knowledge of IT service frameworks or project management (e.g., ITIL, Prince2) is advantageous.
• Support knowledge of current OS including Windows 10-11 / MacOS; familiarity with applications like O365, Slack, Zoom, etc.
• Knowledge of AV technologies including Zoom, Crestron, Dante Audio is preferred.
• Proficiency in Microsoft Excel and handling large data sets.
• Project management certification (e.g., Prince2, PMP) is beneficial. Strong communication skills are essential.

YOU (BEHAVIOURAL REQUIREMENTS)

The following attributes are critical for success:

• A positive attitude with a drive for achievement and continuous improvement.
• Strong service ownership and proactive approach.
• Self-motivated, enthusiastic, confident, personable.
• Excellent customer and stakeholder relationship skills, including conflict management.
• Customer-focused, able to handle challenging situations.
• Flexible with shifting priorities and high-pressure demands.
• Quick learner of new technologies.
• Adaptability to changing priorities and tight timelines.

Our work is guided by our values: Reliability, Teamwork, Integrity, Belonging, and a commitment to EQUAL OPPORTUNITIES, fostering an inclusive environment where everyone can thrive. We encourage applications from all backgrounds and identities, promoting diversity and inclusion in our workplace.