Senior Service Desk Engineer

Overview

At Stagwell, you will work with one of the most influential marketing and communications networks in the world. With 12,000+ specialists in 24 countries, we harness the power of culture-moving creativity to build brand distinction and unique value across the entire marketing ecosystem. By leveraging technology, data analytics, insights and strategic consulting solutions, Stagwell drives creative excellence, business growth and measurable return on marketing investment for 1700+ clients worldwide.

This position will be responsible for providing technical assistance and support related to Apple and Windows devices, software, SaaS services, network, operating system, printing, and Internet access problems to our employees and agencies world-wide.

What you'll do:

• Serve as the first point of contact for Stagwell employees seeking technical assistance via FreshService in a timely manner and in line with SLAs.
• Troubleshoot incidents and escalate complex issues to the appropriate internal teams in line with support procedures.
• Work alongside our Systems Engineer, Network Operations, and Information Security teams to ensure that our policies and guidelines are always followed.
• Provide remote technical assistance for issues related to computers, software, and SaaS.
• Create, update, and maintain knowledge base articles to improve self-service and issue resolution.

Desired Technology Experience:

• Strong understanding of both MacOS and Windows operating systems
• Computer management using tools such as JAMF and/or NinjaOne
• Experience managing some of the following products
• Google Workspace
• Microsoft 365
• Windows Server / Active Directory
• Okta

You should have:

• Ability to provide quality technical support, attention to detail, and a positive customer service attitude.
• Good verbal and written communication skills.
• A collaborative attitude.
• Strong attention to detail along with a commitment to quality and confidentiality.
• A sense of urgency and a commitment to timely completion of projects.
• Certifications and continuing education preferred.