Field Engineer

JOB DESCRIPTION – FIELD ENGINEER

Location: Melbourne, Australia

Division: Ticketmaster, Moshtix

Line Manager: Manager - Technology Services

Contract Terms: Permanent, 38 hours per week

THE TEAM

The Field Engineering 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 delivery specialist.

The team is distributed between sites in Australia and New Zealand and as a result there will be a need for occasional travel.

THE JOB

The Field Engineer has two distinct responsibilities. Firstly, it provides hands-on setup for IT operations at venues and greenfield events to ensure that effective IT service and support is being delivered, and secondly 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 that service requests are being efficiently resolved, with an emphasis on creating a proactive and continually improving environment.

WHAT YOU WILL BE DOING

• Install and maintain hardware, software and telecommunications infrastructure of the network.

• Install, support and maintain access control and entry hardware and related software at venues and box offices.

• Provide venue support at permanent and temporary venues and events including weekend support.

• Understand requirements for each event and effectively plan and coordinate events with Client Services Managers to ensure successful event delivery.

• Liaise with Client Managers to ensure all staff and equipment requirements to clients are provided without exceeding agreement terms.

• Coordinate equipment logistics and couriers for all events in a cost-effective manner.

• Manage full set up, bump in and bump out of events as required both for access control and box office.

• Provide IT support to ensure access control and box office systems function optimally.

• Manage end of day box office reconciliation as required.

• Conduct on the job training of casual staff, volunteers and subcontractors as required.

• Manage and direct casual staff onsite at events and provide a key escalation point for any ticketing issues.

• Maintain an up to date asset register of all on in house and venue equipment.

• Maintain and update Event Services documentation (cheat sheets/guides) to be distributed to staff and clients as required.

• Deliver successful events by working closely with the technology team and updating equipment/system as required.

• Log detailed reports of bugs and other issues for the technology department.

• To adhere to quality management, safety and environment company policies

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.

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 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.