IT Desktop Support Engineer

1 week ago

Miami, United States Hogarth Worldwide Full time
Job DescriptionJob Description

Hogarth is the Global Content Experience Company. Part of WPP, Hogarth partners with one in every two of the world's top 100 brands including Coca-Cola, Ford, Rolex, Nestlé, Mondelez and Dyson. With a breadth of experience across an extensive range of sectors, Hogarth offers the unrivaled ability to deliver relevant, engaging, and measurable content across all channels and media - both established and emerging.

The number of channels at our fingertips; the need for speed; and the drive for mass personalisation, all mean that brands need different solutions.

Our global team of over 6,000 craft and technology experts brings together creative, production and innovation to help clients navigate this exciting and ever-changing world of today's content experience.

What does a IT Desktop Support Engineer do at Hogarth?

The IT Desktop Support Engineer will report into the Production Technology Manager and is expected to provide on-site / remote support to production staff working on projects for a Global Tech Company and the wider Americas region. With the guidance and support of the senior support team members, the primary function of the Production Support Engineer is to be the friendly first-line support for the production operators and assist in the deployment of new workstations, maintain and troubleshoot systems, and escalate issues as required. The aim being to provide a stable and fully functioning production environment.

Responsibilities:

  • Support, maintain, administer, and troubleshoot production equipment and systems (Hogarth and Client)
  • Onboard and off-board freelancers, including set up and commission production workstations
  • Manage local Miami tech inventory
  • Help build and organize allocating equipment for hires throughout LatAm and Canada
  • Install, test, and breakdown equipment for various trainings and workshops
  • Analyze and rectify technical faults on equipment and systems
  • Escalate issues to more senior members of the team when required
  • Answer help desk ticketing system

Skills & Experience:

  • 5+ years of related experience, working in production or related field
  • Strong knowledge of Apple hardware, macOS, and Windows 10
  • Fundamental knowledge of Adobe Creative Cloud suite
  • Familiarity with VPN, file transfer tools, and productivity tools such as MS Office and iWork
  • Active Directory and Exchange environment experience is a plus
  • Experience with end-user support, helpdesk ticketing software, computer imaging, and hardware and software upgrades & troubleshooting
  • Software application use and installation experience
  • Must have the ability to resolve technical issues under pressure
  • Ability to support, maintain and troubleshoot video, audio, color, and other production equipment and systems
  • Follow established departmental procedures & practices, as well as assist in documentation
  • Rudimentary network understanding
  • Experience supporting operators and workstations remotely
  • Experience using an endpoint management system, such as JAMF Pro, a plus
  • Adaptable to new working methods & practice technology advances
  • Ability to operate under pressure, prioritize tasks, and knowing when to escalate issues
  • Excellent customer service skills – must be approachable and respectful

#LI-Hybrid #LI-MA1

Diversity & Inclusion

Hogarth is an equal-opportunity employer. That means we believe in creating a truly inclusive culture that values diversity, equity and inclusion for everyone through our ideas, our people, how we behave and how we conduct ourselves. We strive to recruit people from diverse backgrounds and support them to achieve long-term success. This not only makes Hogarth a better company and place to work, but an environment where everyone can give their point of view, experience connection, enjoy opportunity and feel a sense of belonging.

We welcome applications from everyone, regardless of race, ethnicity, religion or belief, gender, gender identity, age, national origin, marital status, military veteran status, genetic information, sexual orientation, or physical or mental disability. As part of our commitment to making our hiring processes as equitable as possible, we are currently rolling out a policy which ensures that hiring managers review CVs only after they have been processed through an automated anonymisation system. This aims to ensure that all candidates are considered for interview based solely on their experience and what they can bring to the role. The solution, provided by MeVitae, scans and redacts CVs to reduce potential reviewer bias.

Please contact careers@hogarth.com if you need the job advert or form in another format.

Data

We rely on legitimate interest as a legal basis for processing personal information under the GDPR for purposes of recruitment and applications for employment.

When you click the "Submit Application" button at the bottom of this page, this will send all the information you have added to Hogarth WW. Before you do this, we think it's a good idea to read through our Privacy statement. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.

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