Company Information
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!
Job Summary
The AEG Presents Nashville Customer Support Technician serves as the primary desktop support specialist for the Nashville office, Pinnacle Venue, and other regional Presents Partners, delivering prompt and effective technical assistance to office users. In this role, the technician is responsible for troubleshooting and resolving issues related to desktops, laptops, mobile devices, and office peripherals. Reporting directly to the Service Desk Manager, the technician upholds a high standard of customer service while working closely with IT teams to maintain and enhance the office’s technology infrastructure. This position requires excellent problem-solving abilities, keen attention to detail, and a dedication to supporting the evolving technology needs of the Nashville office. Key Responsibilities include providing frontline technical support and troubleshooting for desktop computers, laptops, mobile devices, printers, and other office technology.
Essential Functions
- Diagnose and resolve problems on all types of technology related hardware, software, and transmission devices/media including PC’s, MacBook’s, iPhones and printers and basic networking issues.
- Process paperwork for new hire onboarding and offboarding, including user account management using MS Active Directory, Office 365, Exchange Online, Windows and Mac operating systems.
- 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.
- Travel to other local venues and offices
Required Qualifications
- High School Diploma or its equivalency (BA/BS Degree Preferred)
- 3-4 years technical support work experience
- 2-3 years IT support ticketing system – ServiceNow experience a plus
- 2-3 years Microsoft Office software support
- 2-3 years Email systems support (Outlook, Google, etc.)
- Experience troubleshooting hardware/software issues on MAC, PC, and IPhone
- Demonstrate excellent verbal and written communication skills
- Excellent interpersonal skills for interaction with internal and external staff
- Ability to follow a strict workflow process for QA and User Acceptance testing
- Knowledge of servers and understanding of how to trouble shoot systems
- Experience with cloud file storage solutions like Dropbox, SharePoint/OneDrive, and Box
- Familiarity supporting Office 365 services like email, Outlook, Word, Excel
- Strong interpersonal skills with the ability to build and cultivate relationships
- Knowledge of the music industry preferred
- A+ certification a plus
Payscale: $26.03 - $35.33
Bonus: This position is not eligible for a bonus under the current bonus plan requirements.
Benefits: Full-time: We offer a comprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401k Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings.
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 their normal description.