Sr IT Support Engineer - WE Communications

What We Need

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, leading 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.

What you'll be doing

• 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.

What you've been able to accomplish

Minimum/Preferred 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.
• 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.
• 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 25lbs.

About Us

WE Communications:

WE is one of the largest communications and integrated marketing agencies in the world. We’re independent, we’re all about our people — both our clients and our employees — and we believe in the power of communications to move audiences to positive action. 

For more than 30 years, we have been helping translate complex innovations into powerful, persuasive stories. Our sector expertise across key verticals — including technology, healthcare, consumer, and brand purpose — translates into insights and strategies that are informed, current and credible.

We work with companies that are embracing the ever-evolving digital world to reinvent themselves, to deliver new value to their customers or reach them in new ways and ultimately improve people’s lives.

Your Salary: 

The target range of base salary in all locations within the United States for this role is $88,000 - $114,000 per year. Actual salary is influenced by a wide array of factors including but not limited to business needs, level of responsibility, skill set, level of experience, and geographical location. 

Benefits: - Comprehensive benefits program including medical, dental, and vision coverage - Generous time off including PTO, holidays, annual wellness break, summer Fridays and personal days - 401k plan including company match and financial wellness support - 16 weeks of paid parental leave for all employees 

- 22-24 weeks paid parental leave when coupled with Short-term disability 

- 2 weeks caregiver leave - Support with home office equipment - Bi-annual Wellness Credits - Monthly Technology Credit (to offset internet / phone costs) - Community Engagement Days - Learning and Development Programs for our employees 

#LI-GY1

Equal Opportunity: WE provides equal employment opportunity and does not discriminate against an employee or applicant because of age, race, color, religion, gender, national origin, veteran status, disability, sexual orientation, gender identity or expression, marital status, or other legally protected class status.

Diversity and Inclusion: WE values a diverse and inclusive workforce and is committed to creating a workplace where everyone thrives. We promote an atmosphere in which diversity of people and ideas are welcomed and valued. Diversity includes differences in race, religion, gender identity or expression, age, lifestyle, ethnic background and sexual orientation as well as differences in experiences and ideas.

Beginning April 2024, North America employees will be required to come into the office 3 days a week.