Field IT Engineer

Were fans who help fans everywhere access the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We're not just selling tickets (though we do that better than anyone else!) we're enriching lives one amazing experience at a time. And we think that's pretty amazing. If you're passionate about the magic of live entertainment like we are and you want to work at a company dedicated to helping millions of fans experience it, we want you on our team.

THE JOB

Working primarily within our operations team, this position delivers operational services and support to Ticketmaster's onsite business clients (venues and promoters) while on site at our events. The Field IT is responsible for coordinating and executing the ticketing needs of onsite operations in collaboration with multiple departments and clients. This role includes significant client-facing components as well as a requirement for a very strong technical understanding of our products and equipment.

Due to the nature of events not taking place on a constant basis, you will also be required to assist other departments in the off-peak times. Tasks may include Fan Experience assistance through Zendesk and event programming assistance as required by management and based on the load of the relevant departments.

WHAT YOU WILL BE DOING

Operational Support

1. Install, support, and deploy various equipment and services at event locations;
2. Provide best practices training and support of client event and box office needs where required;
3. Oversee a TM staffed Box Office team where required;
4. Maintain maximum site efficiencies through collaboration with other onsite teams and third-party providers;
5. Ensure timely and accurate reporting on live event statistics and access control;
6. Maintain inventory and upkeep of technology assets;
7. Arrange and implement the required operational requirements for all events, including but not limited to internet infrastructure, staffing, and travel arrangements;
8. Manage and provision equipment based on event needs, including scanners, printers, and ticket stock;
9. Manage and assist clients with any additional operational needs and/or requirements.

Problem Resolution

1. Use troubleshooting techniques and tools to identify the root cause of issues;
2. Research client/customer complaints about service levels;
3. Work with National/Central support groups to expedite problem resolution;
4. Troubleshoot software and hardware issues;
5. Coordinate networking issues;
6. Work with Customer Service for events with problems and/or special circumstances;
7. Ability to identify and isolate any possible issues leading up to an event and provide solutions to address issues if any.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

1. Ticketing or other related experience;
2. Must be able to show flexibility in schedule and location to accommodate events (work multiple days in a row beyond a standard work week or shift lengths beyond a standard work day; no additional compensation, but time in lieu may be offered on a case-by-case basis);
3. Mandatory availability for in-person Health and Safety training;
4. Bilingualism (written and oral);
5. Experience with Ticketmaster software and hardware is preferred;
6. Strong computer skills, especially MS Word and Excel;
7. Demonstrated organizational and critical thinking skills paired with a keen attention to detail;
8. Able to successfully manage multiple and competing priorities in a time-sensitive environment;
9. Autonomous and able to work under minimal supervision;
10. Reliable, adaptable, and team-oriented;
11. Must be able to meet the physical and technical demands of remote event locations with little to no infrastructure;
12. Understanding of live event space and operational needs it requires;
13. A passion for live events!

YOU (BEHAVIOURAL SKILLS)

1. Business Acumen: You understand and can apply general business concepts using external networks to understand market situations and industry.
2. Problem Solving and Innovation: Gathering appropriate perspective and insights and seeking win-win solutions by remaining open to alternative approaches and being proactive in generating new ideas. Ability to maintain a balanced perspective and see all sides of an issue and manage problems in a timely and effective manner. A free and independent thinker open to new ideas and concepts.
3. Organizational Skills: Manages competing priorities of several teams/departments/locations. Tasks and project management orientation (with the ability to hold others accountable).
4. Winning Teamwork: Collaborating with others in a respectful manner and openly sharing information amongst the team to assist in achieving Ticketmaster goals and objectives. Taking the time to empathize and understand where others are coming from, along with showing recognition and appreciation for the contributions of others.

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 home life. 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. #LIJCK #LIHybrid

Key Skills

Active Directory, Technical Documentation, Windows, On-Site Support, Test Equipment, Linux, Internet, Preventive Maintenance, Technical Assistance, Troubleshoot, Problem Resolution, Setup, Hardware, Technical Support, UNIX.