About Ticketek Entertainment Group
Ticketek Entertainment Group is a global fan experience company that tickets, promotes and delivers incredible live experiences that are impossible to forget. In a distracted world where nothing beats real human moments, we make life better live.
Our group includes; our Fan Experience Platform (Ticketek) that sells tickets and provides value-added services, Event promoting with businesses across Touring (TEG Touring), Sport (TEG Sport), and Family Experiences (TEG Experiences) and our digital business (Ovation) which focuses on delivering seamless data-driven outcomes for our fans and partners.
About the Role
We are seeking a skilled and experienced IT Level 2 Support Technician to join the Enterprise IT Team. The IT Support Level 2 technician plays a crucial role in maintaining and enhancing the functionality of our IT systems ensuring that our people can perform their tasks efficiently. They are responsible for maintaining system functionality, document solutions and from time to time collaborate with other technology teams across the business to support business operations.
About the Role
Ticket Resolution and Documentation:
Resolve escalated level 2 tickets with enthusiasm, timeliness, and professionalism. Ensure all tickets are closed and reference material provided.
Network and Infrastructure Support:
Perform daily systems maintenance and monitor performance across internal and venue networks. Manage user accounts and permissions across hybrid AD and Entra ID (Azure AD). Support core infrastructure including Juniper switches, Cisco ASA firewalls, AWS tunnels, and Windows servers. Implement patching, backups, and configuration baselines in line with change management practices.
Collaboration and Development:
Collaborate with other IT professionals (e.g., software developers, system engineers) to resolve complex issues. Assist in the development of processes and procedures related to IT Support and administration activities. Participate in large-scale infrastructure changes,
Compliance and Security:
Maintain secure configurations across endpoints using Microsoft Defender and SentinelOne. Enforce MFA, Conditional Access, and password hygiene as per security policy. Contribute to phishing simulations and awareness campaigns, including regional training rollouts. Maintain up-to-date audit documentation for SOC 2 and PCI-DSS requirements.
Requirements:
About You
2-3 years of level 2 IT support experience, with certifications in CompTIA, CCNA, Microsoft 365 Expert, and relevant Juniper certification. Industry certifications in CompTIA, CCNA, Microsoft 365, or relevant Juniper/Intune tracks. Proficiency in Microsoft Intune (Autopilot, compliance policies), Microsoft 365 (Exchange, Teams, SharePoint), and Entra ID / Azure. Strong understanding of EDR/MDR platforms including Microsoft Defender and SentinelOne. Solid knowledge of IP networking, DHCP scopes, VLANs, firewall rules, and site-to-site VPNs. Experience using HaloITSM, Atera, and remote troubleshooting tools. Ability to follow formal change management procedures and contribute to root-cause analysis. Excellent verbal and written communication, with ability to write clear documentation. Adaptable and able to work autonomously in fast-moving environments with limited supervision.
Other Key Considerations
Due to the nature of this role, you may be required to lift, carry, and move equipment of up to 20kg across the office environment.