Senior Service Desk Engineer

About the role

Stagwell, a global marketing and communications network with 12,000+ specialists in 24 countries and 1,700+ clients, is hiring a Senior Service Desk Engineer. The role provides technical assistance and support for Apple and Windows devices, software, SaaS services, network, operating system, printing and Internet access problems to employees and agencies worldwide.

Key responsibilities

• Serve as the first point of contact for employee technical requests via FreshService, responding promptly and within SLAs.
• Troubleshoot incidents and escalate complex issues to the right internal teams according to support procedures.
• Work with the Systems Engineer, Network Operations and Information Security teams so that policies and guidelines are followed.
• Provide remote technical assistance for computers, software and SaaS issues.
• Create, update and maintain knowledge base articles to improve self-service and issue resolution.

Required profile

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

Required skills

• Strong understanding of macOS and Windows operating systems.
• Device management with JAMF and/or NinjaOne.
• Preferred: Google Workspace, Microsoft 365, Windows Server / Active Directory, Okta.