Field Engineer

Overview

Field Engineer – Location: Melbourne, Australia. Division: Ticketmaster, Moshtix. Line Manager: Manager - Technology Services. Contract Terms: Full Time - 38 hours per week.

The Team

The Field Engineer team is responsible for the preparation and delivery of events on site to key clients as well as assisting remotely for self-service events. You will add value to the client relationships and bring your expertise as an event support specialist. The team is distributed between sites in Australia and New Zealand, and occasional travel is required.

The Job

The Field Engineer has two distinct responsibilities: first, hands-on setup for IT operations at venues and greenfield events to ensure that IT service and support is delivered; second, acts in a business-facing role as the event service relationship point of contact for the businesses. The role requires technical skill plus internal people and process management to ensure service requests are efficiently resolved, with an emphasis on creating a proactive and continually improving environment.

What You Will Be Doing

• Work together with the Engineering team to deliver successful events by updating hardware and software as needed.
• Create connections with the venue/event management and employees, both long-term and short-term.
• Drive escalations, significant occasions, and high-importance projects
• Successfully collaborate with interstate teams and boost service delivery efficiency overall.
• Installing and maintaining the network's telecommunications, software, and hardware infrastructure.
• In venues and ticket offices, install, support, and maintain access control and entrance hardware and related software.
• Liaise with client managers to ensure all staff and equipment requirements for clients are met without exceeding agreement terms.
• Recording comprehensive bug and other issue reports for the Field Engineering department
• Keep an up-to-date asset register of all the facility's and your own equipment.
• Update IT documentation related to event services (cheat sheets and guidelines) that will be given out to staff and clients as needed.
• Assist with QA when it comes to new event services systems.
• Provide as needed on-the-job training for temporary employees, volunteers, and subcontractors.
• For all supported events, contribute to planning the logistics of the equipment and the couriers economically.
• Work with temporary employees on-site at events and serve as a point of contact for any ticketing problems.
• Control the day's final box office reconciliation as necessary.
• Handle whole setup, bumping in and out of events as needed for both access control and ticket sales.
• Maintain the knowledge base's current state and oversee continuous training.
• As part of a rotating roster alongside the other members of the Event Services team, provide after-hours on call support.
• To ensure that the access control and box office systems work, provide IT support.
• All company levels should receive technological help, both internally and externally.
• Offer venue assistance, including weekend support, for both permanent and movable sites and events.
• SME for overseeing IT requirements at client sites.
• To ensure successful event delivery, understand the needs for each event and successfully organise and coordinate events with client services managers.

What You Need to Know (or Technical Skills)

• Highly developed written and verbal communication skills
• Proven ability to multi-task and prioritise workload.
• Proven track record in building and managing relationships with key clients and internal stakeholders.
• Passion for delivering events and strong awareness of the live entertainment and/or ticketing industry.
• Relevant tertiary qualifications in an IT field or IT work experience
• Good working knowledge of networking principles and techniques
• Practical experience in the repair and maintenance of hardware and software
• Current drivers' licence is essential
• Availability to work on weekends and on a rotating roster with the team

You (Behavioural Skills)

• 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;
• 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.

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 responsibilities.

Culture

We have a 'Fan First' mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the 'Fan' you will be part of a culture that supports and enriches the fan experience. Your work, our passion... delivering world class experiences - Fan First.

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