L1 TECHNICAL SUPPORT SPECIALIST (MIDTOWN ATLANTA OR COLUMBIA MD/HYBRID POSITION)

L1 Technical Support Specialist (Midtown Atlanta or Columbia MD / Hybrid Position)

• 1545 NW Peachtree St, Atlanta, GA
• Full-time

Company Description

Dentsu is a modern marketing solutions company. Our mission is to help clients navigate, progress and thrive in a world of change.

Businesses rely on our integrated network of agencies and specialized practices to champion meaningful progress through creative, media, commerce, data and technology.

Part of Dentsu Group, our global network comprises 66,000 diverse people in 143 countries, who are dedicated to teaming for growth and good.

Some of our award-winning agencies include 360i, Carat, dentsumcgarrybowen, DEG, dentsuX, iProspect and Merkle. Follow us on Twitter @DentsuUSA and visit .

We are champions for meaningful progress and we strive to be a force for goodfor our people, for our clients, for the industry and for our society.

We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment.

Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

Job Description

Applicants

Applicants must be currently authorized to work in the U.S. on a full-time basis.* *No sponsorship is available for this position.

Location to work

Must live in the USA - And be able to work a Hybrid / Onsite AT EITHER OUR Atlanta / Midtown GA location or our Columbia MD location.

Position Summary :

Dentsu is about to embark upon many exciting changes to our target operating model. As a Technical Support Specialist L1, you will be responsible for providing second level support to our global user base.

Supporting the latest technologies within a customer centric environment that provides exceptional customer satisfaction, and working with market leading ITSM Service Management tools you will provide support to dentus offices across Europe, Middle East, Africa, Canada, North and South America.

You will demonstrate a clear knowledge of the ITIL framework (ITIL qualification is an advantage), experience in and understanding of how to build and deliver great service to both internal and external customers

Working with operational IT teams to strengthen our estate to build a supportable and sustainable environment for our infrastructure.

In addition, the Technical Support Specialists will perform Network Operations Centre (NOC) duties, including monitoring of the global estate, analysis of issues & problems, trouble-shooting and incident response, communication with relevant support teams (including local IT) and tracking of problems through to resolution.

Position Responsibilities :

Technical support duties will include :

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup, network configuration and application management
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until theyve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes, manuals, and knowledge base articles
• Maintain relationships with clients, customers, and other support teams
• Management of Knowledge Articles for both Technical and Supported Users
• Management of Joiners, Movers and Leavers process within DAN

NOC Duties will include :

Monitor the performance and capacity of computer systems using a variety of tools. Look for hardware, software, and environmental alerts or malfunctions.

When an issue is identified, work to determine the cause of the problem

When a problem impacts the IT services, work to triage or troubleshoot the problem, within standard operating procedures.

This may include coordinating with third-party vendors, customer contacts, or other IT teams.

• While responding to incidents, track and document all issues and resolutions in detail. This increases the knowledge base and is a record of the health of the system.
• When problems are too large or complex for quick troubleshooting, escalate the issue to management, other IT resources or 3rd party vendors for assistance in reaching a resolution, maintaining ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken.

Qualifications

Technical Expertise :

The ideal candidate will have experience working within the Service Desk or Technical Servicer. The candidate would be versed in ITIL processes and have spent several years specializing in supporting Windows and Mac platforms, desktop and infrastructure with a solid understanding of Networks.

As well as all the expected qualities of an experienced Service Desk Analyst the following skills are critical to the role :

• Good understanding of current Microsoft Windows Server and Desktop Operating systems. 2012 R2 / 2016 - Windows 8.1 / 10 Support and management of AD / DNS / DHCP
• MS Office suite knowledge
• Excellent troubleshooting and problem-solving skills
• Network troubleshooting, TCP / IP and general WAN / LAN troubleshooting
• Experience of SCCM administration, packaging and deployment
• Experience of Casper administration
• Understanding of an Identity Management system Okta experience desirable
• Exposure to Citrix desirable
• Strong ability to diagnose server or network alerts, events or issues
• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision
• Knowledge of project management methodologies and techniques
• Good oral and written communication skills, and ability to address conflict with others constructively
• Ability to work a flexible schedule
• Willingness to want to aid in supporting all aspects of the IT service assisting other teams where required from helpdesk and support through to architectural design and implementation
• Demonstrate excellent communication skills, both written & verbal
• Able to develop good working relationships
• Strong organisation and planning skills with exposure to matrix management
• Team player

Business Orientation :

• Understand internal structures including key actors, decision-influencers and use this knowledge when formal structures do not work
• Recognize what is possible and not possible at certain times or in certain situations
• Identify and maintain regular contacts with main customers. Answer customers queries promptly and follows up on them until satisfied
• Provide input to cost benefit analyses, risk analyses and development plans to take account of design decisions

Delivering Services and Solutions :

• Exercise considerable judgement when deciding to resolve communication outages in a timely manner
• Analyse relationships amongst several parts of a problem or situation. Identify alternative solutions and think through consequences of actions
• Meet deadlines, delivers work on time without sacrificing quality by setting realistic but challenging timeframes and deadlines
• Take action before being asked or being forced to by circumstance and consider and try out different ways of tackling things
• Create opportunities or minimize potential problems by taking a unique extra effort
• Create or se
30+ days ago