OB DESCRIPTION – IT CLOUD APPLICATION ENGINEER

Location: London (hybrid)

Division: Ticketmaster International – International IT 

Contract Terms: Permanent, 40 hours per week 

THE TEAM 

The International IT team is responsible for ensuring Live Nation Entertainment receives the best in IT services and support across the international region of EMEA, APAC and LATAM. The team forms part of a larger “follow the sun” model, for both Cloud Application projects and Cloud Application Support 

THE JOB  

The Desktop Technology Engineers provides 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 that are maintained by the International IT team. To assist with training implementation to the wider teams in across the international region for any new software that is delivered. 

The role requires technical skill to ensure that IT incidents and service requests are being efficiently resolved, with an emphasis on creating a proactive and continually improving environment.   

• To implement new software, the Cloud Technology team’s responsibility will focus on global settings & troubleshooting, and to keep up-to-date documentation on these systems for the Tier 1 and 2 teams for BAU support.  

• To ensure that our estate is compliant to recognised security standards including GDPR, PCIDSS and CIS through reporting and delivery of improvement plans agreed with IT leadership. 

• To assist in the management of hardware technologies that accompany the cloud applications, eg Zoom Rooms, from consultancy to implementation and escalation at its highest level. 

This role is based in the London offices, but may occasionally require support visits to other locations within the LNE global business. 

WHAT YOU WILL BE DOING 

• Resolve tickets (IT incidents and requests) according to LNE procedures. 

• Ensure that ticket queue for Live Nation Entertainment customers is actively managed to ensure correct ticket prioritisation and to minimise backlog. 

• Act as an escalation point for service exceptions. 

• Create & maintain documentation for core applications across all tiers of support. 

• Engage in problem management to analyse service characteristics/trends and thus propose and deliver service improvement. 

• Onboard AV and application technology changes. (This may include travel both domestically and internationally) 

• Maintain and troubleshoot applications, AV solutions & end user configuration at an enterprise level. 

• Act as the final point of escalation for managed applications, supporting the wider IT team for troubleshooting from an end-point perspective. 

• Ensure desktop technology compliance with LNE standards and policies 

• Participate in projects relating specifically to Cloud Technology applications and audio-visual. 

• Regularly monitoring the application stack and assistance with the creation of automated monitoring where possible. 

• Assist in the production of reports (both automated and manual) on metrics such as application usage and usage by cost centre 

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS) 

• Practical experience in IT service and support e.g., Active Directory user and device maintenance, incidents and service request management working to SLAs. 

• Broad IT technical knowledge (infrastructure, desktop, security, compliance (e.g., GDPR, PCIDSS), basic networks and backup/DR. 

• Hands-on knowledge of new installations of physical hardware and escalation point for troubleshooting from local IT, eg Zoom Rooms. 

• Knowledge/application of IT service delivery frameworks or project management (eg ITIL v3 Foundation or Prince2 an advantage). 

• Practical support knowledge of current operating systems including Windows 10-11 / Mac OS.Support knowledge of applications including (but not limited to) Asana, Box, Envoy, Google Workspace, Lucid Chart, Lucid Link, O365 suite, Okta, OfficeSpace, Slack, Smartsheet, Zendesk, Zoom (Phone, Room, etc) and Zscaler. 

• Knowledge of Audio-Visual technologies including Zoom, DTEN, IPTV, Digital Signage, & Crestron and working knowledge of Dante Audio. (Preferential) 

• Good working knowledge of Microsoft Excel and working with large data sets, eg AD, or application reports 

A form of Project Management certification is beneficial. (Eg Prince2, PMP, CompTIA)Strong communicator – verbal and written. 

YOU (BEHAVIOURAL REQUIREMENTS)  

The following attributes determine how the role will be carried out and are required to be a success: 

• A positive attitude, with drive for achievement and continuous improvement. 

• Demonstrates strong service ownership and a proactive attitude. 

• Self-motivated, enthusiastic, confident, and personable. 

• Excellent customer/stakeholder relationship skills, including conflict management. 

• Customer focused, and able to deal effectively with challenging customers. 

• Flexibility to deal with shifting priorities, high pressure demands and tight timelines. 

• Ability to learn, understand and apply new technologies in a timely manner. 

• Adaptable to shifting priorities, high pressure demands and tight timelines.