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Customer Support Representative II ( IT Department )
AEG
Los Angeles, CA, United States
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STAPLES Center has clearly established itself as the sports and entertainment center of the world. As the home of four professional sports franchises – the NBA’s Los Angeles Lakers and Los Angeles Clippers, the NHL’s Los Angeles Kings and the WNBA’s Los Angeles Spark. The AEG owned and operated arena continues to distinguish itself as the host of several high-profile events of national and international distinction including “Music’s Biggest Night” the GRAMMY Awards twelve of the last thirteen years, the 2004 & 2011 NBA All-Star Game, 2002 NHL All-Star Game, 2000 Democratic National Convention and 2009 World Figure Skating Championships. STAPLES Center’s has also played host to some incredible concerts with performances that have brought international stature to the downtown Los Angeles arena including concerts by Taylor Swift, Mana, The Rolling Stones, Prince, U2, Garth Brooks, Paul McCartney, P!nk, Usher, Jay-Z, Kanye West, Roger Waters, Britney Spears, Beyoncé, Justin Bieber, Katy Perry, Sade, Justin Timberlake and more. STAPLES Center hosts over 250 events and over 4 million guests annually with events ranging from professional sports, live music, family shows, boxing and special events. The arena’s reputation for world-class amenities, features and commitment to quality of service and the guest experience is second to none.
The purpose of the Customer Support II is to provide 2rd Tier support for incidents escalated by CS I, as well as to work in tandem with the AEG IT team to support users experiencing issues with technology that integrates with business critical applications. This person would also assist in projects as well as the ability to support event driven IT requirements.
Essential Functions:
• Answer the STAPLES Center IT Help Desk phone line.
• Open Trouble Tickets and assign to appropriate support team.
• Answer incoming email to the STAPLES Center IT Help Desk.
• Participate in multiple IT projects.
• Support business critical applications.
• Support of Apple handheld devices.
• Provide technical cross-‐training among department members.
• Provide 2nd tier support on desktop and application level issues.
• Excellent interpersonal skills for interaction with internal and external staff.
• Ability to speak and write clearly and concisely.
• Other projects and tasks as required.
• Assist with organization of large desktop moves/deployments, application upgrades
and new office setups.
• Handle on-‐call work assignments and emergencies as required by rotating evening,
weekend and holiday on-‐call schedule.
• Ability to analyze and seek solutions to complex problems.
• Ability to lift and carry computer equipment.
• Maintain a positive follow-‐through of AEG IT’s Policies and Procedures Manual and recommend and enable changes and adds, in order to enhance the quality of support delivered.
Qualifications:
• Experience with Altiris software a plus.
• Experience supporting environments with: Microsoft Windows XP, 2003/2008
Server, MS SQL Server 2000, Microsoft Office, Microsoft Exchange, Office Hardware. Apple Mac OS X experience highly preferred.
• Symantec Enterprise Antivirus Management and mitigation. (SEP 11 a plus)
• Understanding of Citrix based applications.
• Windows server 2003/2008 basics with an understanding of Active Directory, including account creations.
• Experience with Windows XP through Windows 7
Education:
Education, experience and training that provides the required knowledge, skills and abilities. College Degree, BS in Computer Science diploma not required but preferred.
Certification:
A+ Certification, MCP (Windows XP/7 Server2003/2008) or MCSE preferred
Experience:
Minimum of 5 years of experience in a technical position with primary responsibilities supporting users in a Microsoft environment, including MS Office Suite, Windows XP Professional/Windows 7 and Windows 2003/2008 server.
Minimum of 5 years experience in a technical position in a facility with standard network and server protocols: TCP/IP, DNS, DHCP.
Minimum of 5 years experience with business applications, with experience in report writing, creating user documentation and/or specifications, etc.