IT Level 2 Support Technician

**Be part of our tomorrow We are hiring an IT Level 2 Support Technician at TEG, owner of Ticketek, SXSW Sydney, Laneway Festival and 30+ other brands across 40 countries**

**About TEG**

TEG is a global leader in Live Entertainment, Ticketing and Technology. Every day TEG connects fans to experiences and customers with brands. We are proud partners of some of the world’s largest and most iconic venues as well as leading event promoters globally. TEG operates worldwide out of seven country offices and includes Ticketek, Ticketek Marketplace, Ticketek UK, Ticketek New Zealand, Ticketek Malaysia, Ticketek Philippines, Softix, TEG Live, TEG Dainty, TEG Sport, TEG Van Egmond, Laneway Festival, Handsome Tours, SXSW Sydney, TEG Theatrical, MJR Presents, TEG Lifelike Touring, TEG TES Live, Brickman, Rugby Live, TEG Europe, TEG USA, Qudos Bank Arena, FAN+, VIP NOW and Ovation.

**An Exciting Opportunity Awaits**

We are seeking a skilled and experienced IT Level 2 Support Technician to join the Enterprise IT Team.

The IT Support Level 2 technician plays a crucial role in maintaining and enhancing the functionality of our IT systems ensuring that our people can perform their tasks efficiently. They are responsible for maintaining system functionality, document solutions and from time to time collaborate with other technology teams across the business to support business operations.

**About the Role**

**Ticket Resolution and Documentation**:

- Resolve escalated Level 2 tickets with enthusiasm, timeliness, and professionalism.
- Ensure all tickets are closed and reference material provided.

**Network and Infrastructure Support**:

- Support and manage the network to support growing business needs.
- Carry out network administration, including account and permission management, archiving, backups, updates, and patching.
- Monitor network availability on systems.
- Daily systems maintenance and performance checks.

**Collaboration and Development**:

- Collaborate with other IT professionals (e.g., software developers, system engineers) to resolve complex issues.
- Assist in the development of processes and procedures related to IT Support and administration activities.
- Create and test basic scripts to support IT processes.

**Compliance and Security**:

- Integrate SAS products and new software with business security practices.

**Project Management and Communication**:

- Ensure relevant information is disseminated promptly among the IT team.
- Follow appropriate escalation processes for business-critical systems and procedures.

**Requirements**:
**About You**
- 2-3 years of Level 2 IT Support experience, with certifications in CompTIA, CCNA, Microsoft 365 Expert, and relevant Juniper certification.
- Strong understanding of IP network addressing, networking (routers, switches, firewalls), and network security principles, including experience with EDR solutions and MDR services.
- Proficient in managing devices with Microsoft Intune (MDM, MAM), troubleshooting desktop issues (hardware, MS Windows), and working with backup software and solutions.
- In-depth knowledge of Microsoft ecosystems, Office 365, Azure, on-premises solutions, and basic network setup (firewalls, switches, servers)
- Experienced with helpdesk ticketing systems, remote support, and performing well under pressure while troubleshooting and resolving technical issues
- Exceptional customer service, written and spoken communication skills, with the ability to tailor messages to different audiences and engage with stakeholders
- Independent, self-motivated, proactive, and capable of working autonomously while collaborating effectively in a team environment
- Naturally curious, adaptable, and enjoys troubleshooting and solving challenges while engaging with new people in evolving environments

**Other Key Considerations**

Due to the nature of this role, you may be required to lift, carry, and move equipment of us to 20kg across the office environment.

**Benefits**

**Here’s a taste of what Ticketek offers**:

- Complimentary tickets to selected events
- Birthday Leave
- Volunteering Leave
- Access to wellbeing discounts
- Flu Vaccinations
- Company Paid Parental Leave
- Free Advice and Support (EAP)

**What you can expect?**
- Global Reward and Recognition Program
- Supportive and exciting Learning and Development Opportunities
- Career Pathways
- A commitment to Diversity, Equity, and Inclusion
- Great team members

TEG is an equal opportunity employer committed to embrace diversity, respect, and care for our people and communities.

If there are any adjustments that need to be made to ensure you have a fair and equitable experience in our recruitment process, please advise us when scheduling your interview.