For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300 venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer. 

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations. 

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

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 Technician 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 remotely 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 technical customer support work experience
• Experience with ticket systems
• Demonstrate excellent verbal and written communication skills
• Excellent interpersonal skills with the ability to build and cultivate relationships
• Excellent attention to detail and experience with quality assurance testing
• Experience troubleshooting hardware/software issues on MAC, PC, and iPhone
• Experience troubleshooting printing issues
• Experience troubleshooting basic server and network issues
• A certification preferred
• 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.