Customer Support Technician
Los Angeles, CA

Job Description

Work at AEG

Customer Support Technician

AEG Presents HQ

Los Angeles, CA

Info Technology

Full Time

AEGLV2697

AEG Worldwide is the world's leading sports and live entertainment company with operations in the following business segments:

* AEG Facilities, which with its affiliates owns, manages or consults with more than 120 venues
* AEG Presents, which is one of the largest live music companies in the world dedicated to live contemporary music performances, including producing and promoting global and regional concert tours, music events and world-renowned festivals
* AEG Sports, which is the world's largest operator of sports franchises and high-profile sporting events
* AEG Global Partnerships, which supports each of AEG's divisions through worldwide sales and servicing of sponsorships including naming rights, premium seating and other strategic partnerships
* AEG Real Estate, which develops major sports and entertainment districts worldwide

With offices on five continents, the company uses its global network of venues, portfolio of powerful sports and music brands, ticketing and content distribution platforms and its integrated entertainment districts to deliver the most creative and innovative live sports and entertainment experiences that inspire athletes, teams, artists and fans.

Position Summary:

The Customer Support Technician oversees AEG Presents IT equipment and provides technical support to AEG Presents global staff. This position will diagnose and resolve problems with all types of technology related to hardware, software and devices. The Customer Support Service Rep II will support AEG Presents staff both in person and over the phone, resolving tech issues and providing helpful system guidance

Essential Functions:

* Diagnose and resolve problems on all types of technology related hardware, software, and transmission devices/media. Accurate trouble ticket creation and documentation within Service Desk Solution. Assess the situation, address next steps, execute action plan, and review after 24hrs ensure issue has been resolved.
* Process paperwork for new hires. Participate in account management using MS Active Directory and Exchange. Support for critical business applications. Support for handheld data devices.
* Provide support through assessing and assigning Help Desk requests via telephone and email, ensuring that all trouble tickets are handled in a controlled manner while interfacing with the user community.
* Coordinate large desktop moves/deployments, application upgrades and new office setups.
* Provide excellent customer service via telephone and in person Participate with the day to day Help Desk activities.

Required Qualifications:

* A minimum education level of: High School Diploma or its equivalency (Bachelor of Arts/Sciences Degree Preferred)
* 2-4 years of related work experience
* Demonstrate excellent verbal and written communication skills
* Excellent interpersonal skills for interaction with internal and external staff
* Ability to follow a strict workflow process for QA and User Acceptance testing
* Experience troubleshooting hardware/software issues on MAC, PC, and IPhone
* Knowledge of servers and understanding of how to trouble shoot systems
* Strong interpersonal skills with the ability to build and cultivate relationships
* A+ certification
* Knowledge of the music industry preferred

AEG reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her normal description.

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