# IT Support Engineer

**Company:** [Media Plan](http://jobs.workable.com/companies/4ofPFfrxZ25FLA2z5wJGUG.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/f5ce7540-29c3-427b-ac2d-ec8398f3663c)

## Description

Media Plan is seeking an IT Support Engineer to handle the full range of end-user support requests. The ideal candidate will be self-motivated, energetic, tech-savvy, collaborative, a strong troubleshooter who can both deliver frontline support and resolve complex, escalated issues, and understands the dynamics of a fast-growing company. The right person is equally comfortable troubleshooting a critical issue in real time, supporting an executive before an important meeting, and designing scalable systems that eliminate entire categories of future problems.

**Key Responsibilities and Duties:**

-   Diagnose and resolve advanced hardware, software, network, and connectivity issues for end users
-   Respond to and manage incidents and service requests through the ticketing system, meeting required SLAs
-   Provide both frontline and escalated technical support, handling the full range of incidents and service requests from initial intake through resolution
-   Install, configure, and troubleshoot software applications and endpoint management tools
-   Document solutions, create knowledge base articles, and maintain standard operating procedures
-   Maintain employee IT profiles and ensure each user’s computer remains compliant with company IT and security policies
-   Identify recurring issues and recommend process or system improvements
-   Own IT asset management across the equipment lifecycle, including tracking, assignment, inventory accuracy, and retirement of hardware and software.

## Requirements

**Skills:**

-   Experience in an IT Engineer/Technician role with exposure to AV environments.
-   Hands-on experience supporting AV control systems (Crestron, Extron, Q-SYS) and audio DSP platforms (Biamp, Shure, etc.).
-   Ability to communicate clearly and effectively at all levels in the organisation and to different levels of technical ability.
-   Proven ability to work and deliver effectively within defined measures of success.
-   An analytical and pragmatic problem-solving focus.
-   Recognised professional IT or AV qualifications (e.g., Crestron, Extron, Q-SYS, Biamp Tesira, Shure certifications).
-   Helpdesk experience (Freshdesk, Service Now etc)
-   Experience with the O365 suite of applications and tools.
-   Experience of WAN technologies such as MPLS and site-to-site VPN.
-   Experience of SD-WAN, internet breakout, and web-filtering technologies.

Embark on a rewarding journey where your technical expertise fuels operational excellence! We’re looking for passionate individuals eager to grow their IT career while making a real difference in our organization’s success.

## Benefits

-   Health Care Plan (Medical, Dental & Vision)
-   Retirement Plan (401k, IRA)
-   Paid Time Off (Vacation, Sick & Public Holidays)
-   Training & Development
-   Work From Home
-   Wellness Resources