POSITION:IT FIELD TECHNICIAN

LOCATION:New York City, NY

HOURS:Full time

COMPENSATION: $75K-90K (Commensurate with Experience)

ABOUT THE POSITION

The IT Field Technician serves as a point of contact for ATG Entertainment US and our customers' day to day IT related requests. This position is based out of NYC but will be required to support all US venues spanning multiple time zones.

COMPETENCIES

Primary job function includes hands-on and field-based work. Other functions include providing high level customer service to resolve all first/second level IT related issues, isolating problems, determining, and implementing solutions as well as diagnosis and dispatch to additional support staff. Qualified candidates must be self-motivated, organized, and have strong customer service skills. This position handles requests for support relating to remote access and repair of computers, printers, servers, related systems, and access to these systems.

Duties:

• Direct and field-based work with travel within NYC
• Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.
• Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
• Preparing training manuals and FAQ materials for easy-access end-user guidance.
• Documenting processes and keeping service desk records.
• Making recommendations to optimize IT performance and to prevent future problems.
• Keeping informed of advancements in IT.
• Collaborate with Technology team members such as Network, Security, and Server Teams to troubleshoot, assess, access, and resolve security issues.
• Handle initiatives and special projects as assigned.
• Install, configure, test, monitor, support and troubleshoot end-user issues related to software and hardware.

EXPERIENCE and SKILLS

• Ability to travel to multiple NYC venues a MUST.
• Ability to be on-call and provide evening and weekend support.
• In-depth and current knowledge of computer programs, hardware, cloud
• Exceptional analytical and critical thinking skills.
• Advanced collaboration, communication, and people skills.
• 3-5 years of proven experience in a customer service focused IT position involving desktop support and customer service
• Knowledgeable of Windows and Mac desktop environments. Microsoft O365, iOS/Android and Cisco Any Connect.
• Expert Knowledge of Active Directory Users and Azure
• Experience with audio/visual & conference room technology.
• Experience with remote support.
• Excellent organizational, time-management and multi-tasking skills, including the ability to take initiative, prioritize duties, and work both independently and within a team.
• Meticulous and well organized.
• Self-motivated

EDUCATION

• 4-year college degree
• Certificate in Computer or IT related area of study or equivalent preferred.
• 3-5 years IT experience, support center, helpdesk or service desk preferred.
• MCSA (Microsoft Certified Systems Administrator) preferred.
• A Certification preferred.
• Experience with ticketing platforms/technologies preferred.

BENEFITS

• Medical, Dental and Vision Insurance
• 401k Match
• Paid Vacation & Holidays

ATG Entertainment: Passion Behind Performance

ATG Entertainment is a world leader in live entertainment. Our portfolio of venues includes historic theatres, studio theatres, cinemas, conference spaces, and modern live music arenas. ATG Entertainment own, operate or programme 64 of the world’s most iconic venues across the UK, the US and Germany entertaining over 18 million audience members each year.

Through our in-house Production companies and working closely with top producers and promoters ATG presents over 15,000 live performances annually, including Cabaret at the Kit Kat Club, Stranger Things: The First Shadow, Moulin Rouge, The Lion King, Harry Potter and the Cursed Child and Starlight Express as well as popular music and comedy shows.
ATG also owns a leading ticketing platform processing more than 18 million tickets each year for musicals, plays, concerts, comedy shows and a variety of other live events. ATGtickets.com attracts more than 40 million unique visitors annually. Headquartered in London and Woking, the company also has offices in New York and Cologne.