End User Support Engineer (12-months contract)

The LN APAC IT Support team is responsible for ensuring that the computer users across the Live Nation Entertainment APAC region can work effectively and continuously by providing desktop and workplace IT support services aligned with business need and expectation. Working closely with the wider IT groups, the IT Support Specialist / End User Support Engineer will be expected to respond to requests for assistance from internal users, via multiple channels, ensuring that requests are managed in a professional and timely manner. An IT support ‘all-rounder’ primarily providing hardware and software support and being the first point of contact for general IT assistance and advice to all Live Nation companies, offices, venues and events located in Asia. The role is based in our Singapore office but will require travel to other locations and LN businesses across Asia from time to time, contributing to the successful delivery of the wider LNE IT framework.

RESPONSIBILITIES & REQUIREMENTS

Our new End User Service Engineer will join our existing APAC IT team to provide onsite and remote support and solutions to the Asia staff base, including:

• Proactive support and regular patching and maintenance of laptop fleet, from upgrades to installations and repair.
• Manage support requests from end users for Windows and Mac based computers in a timely and measurable manner.
• Manage IT Onboarding & Offboarding activities for all Asia based LNE staff, including Active Directory & O365 Email account setup and laptop builds.
• Advise end users on policy and best practice particularly in the retention of data, email and Internet usage and application of desktop software.
• Perform operational and maintenance activities on data networks, printers, conference rooms and other hardware and systems in accordance with procedures provided by the relevant team Manager.
• Complete all relevant administration tasks such as updating and closing ZenDesk tickets, call logging, escalation procedures and documentation.
• Support of Device, Software and Security Management tools such as Tanium, Intune, JAMF and BitLocker.
• Be the local technical resource, conducting training for end users and promoting self-service tools.
• Complete various project led technical duties as required.

TECHNICAL SKILLS

• 5+ years of previous experience in a similar service desk, end user / desktop support role with excellent trouble shooting skills.
• Demonstrated technical competency with hardware and software builds & maintenance of desktops & laptops including Windows OS & Mac installs.
• Wide range of demonstrable technical knowledge including operating systems, desktop applications (Windows 10&11, MS Office/Office 365 & Exchange and Mac OS X, 13,14,15).
• Experience performing Microsoft Active Directory, Windows Server, AD Domains and Exchange Administrator tasks.
• A good understanding of VPN, RDP, OWA and other 'remote working' tools.
• General understanding of IP networking and data infrastructure, including wireless network solutions.
• Previous experience managing support requests in an IT Service Desk Ticketing platform such as ZenDesk.
• Experience supporting cloud-based solutions including Office 365, Box, Slack, Teams, Zoom etc.
• Microsoft engineer qualification and Apple certification would be beneficial.

PERSONAL ATTRIBUTES

• A positive attitude, with drive for achievement and continuous improvement.
• Self-motivated, enthusiastic and confident, demonstrating ownership of tasks.
• A 'team player' who supports other team members and the wider business in achieving set goals.
• Customer focused with a professional, courteous and friendly manner.
• Flexibility to deal with shifting priorities, tight timelines and high pressure demands.
• Accurate, organised & thorough with a methodical approach to problem solving.
• Can manage escalated issues with a strategic and solution-oriented approach.
• Ability to learn, understand and apply new technologies in a timely manner.
• Excellent communicator with proven ability to create/present reports and documentation to the team and senior management.
• Able to travel to support regional offices and projects when required.