IT Support Engineer

We. Communications•New York, NY

9d•$66,000 - $82,000•Hybrid

About The Position

As an IT Support Engineer (ITSE), you will be responsible for the provisioning and support of agency and local IT services including administrative tasks, hands-on support, and escalations that directly relate to the resolution of our customer’s daily technical experience. With a focus on exceptional customer service experience, you will be working with local and global team members to provide coverage and a high level of support. Being a core member of our Global Support & Services (GSS) team, you will be responsible for monitoring our support call stack, participating in training sessions, partnering with other members of the IT team when applicable, and mentoring colleagues on We. IT standards and technologies. Integrating fully into the local office team, you will build relationships and foster goodwill, as well as participate in local initiatives and projects. As a company with technology at its core, this is a great opportunity for someone looking to build on their career in IT. On the job and through supported self-study, you’ll have opportunities to expand your knowledge of Microsoft, Google, and Apple technologies alongside practices such as IT Support, Service Delivery and Security.

Requirements

2 – 5 years supporting technology in a fast-paced environment with direct customer service experience, including VIP support.
Proficiency with Microsoft Office suite, Windows, MacOS and client hardware knowledge. Competent knowledge (ability to identify backend kit) of IT backend infrastructure (networking and server).
Proven ability to support enterprise OS and application issues effectively.
Proven ability to support an IT Service Desk using an ITSM system.
Strong presentation and communication skills along with the ability to read, write and speak English.
May need to work more than 40 hours per week on occasion. While out of office contact is limited, the IT Support Engineer should always be contactable unless previously agreed upon with the manager.
Ability to lift up to 25 lbs.

Nice To Haves

Preferred certifications include: Apple Certified Support Professional, Microsoft Certified: Azure Fundamentals, Microsoft 365 Certified: Fundamentals, NET+, Security+
Proficiency with Google Workspace a plus.
Prior experience in a global technology environment a plus.

Responsibilities

Provide and maintain IT services for the agency and local offices, such as workstation, peripheral, network, server, phone, and security support. Act as first and second-tier support for employees while communicating with the IT team about agency and client problems.
Manage troubleshooting and resolution of infrastructure outages, security incidents, and emergency situations in accordance with established Incident Response Plans (IRP). Maintain communication with relevant leadership teams during such incidents.
Record all incidents and tasks into ITSM software. Record new assets and track movements and re-assignments of existing assets using ITSM software.
Coach, mentor, and train GSS team members in technical and customer service skills, as well as evaluate their performance and provide feedback.
Manage projects, including but not limited to, office moves, hardware and process roll outs, client events, and vendor negotiations.
Implement and promote IT strategy, acting as a technology resource for agency and client issues. Track and report agency and local challenges to IT team. Aid in the enforcement of established processes and procedures, discussing ideas for process change with team.
Provide VIP support as required for local offices of responsibility as well as visiting VIPs.

Benefits

Comprehensive benefits program including medical, dental, and vision coverage
Pretax accounts including HSA (company match), Medical & Dependent Care FSA
Generous time off including PTO, Holidays, Annual Wellness Break, Summer Fridays and Personal Days
Short & Long-Term Disability, paid by company
Parental Leave, up to 12 weeks for birthing and non-birthing parent
Caregiver Leave, up to 2 weeks to help eligible family member with serious health condition
Community Engagement, up to 24 hours
Bi-annual Wellness Credits, up to $300 per year
Support with home office equipment
Monthly Technology Credit (to offset internet / phone costs)
401(k) Traditional and Roth options with company match
Learning and Development Programs for our employees