Senior IT Support Engineer at Dept

WHY DEPT®? We are pioneers at heart. What this means is that we always lean forward, thinking of what we can create tomorrow that does not exist today. We were born digital and we are a new model of agency, with a deep skillset in tech and marketing. That’s why we hire curious, self-driven, talented people who never stop innovating. Our culture is big enough to cope and small enough to care. Meaning, that with people across 20+ countries, we’re big enough to provide you with the best tools, global opportunities, and benefits that help you thrive. While acting small by investing in you, your growth, your team, and giving you the autonomy to solve our clients' problems, no matter where you are in the world. JOB PURPOSE In this role, you will own the end-to-end delivery of IT support operations and lead strategic initiatives across the region. You will operate with a high degree of autonomy, serving as a subject matter expert and escalation point for the team. Mentoring junior and SSr engineers is a core expectation of this role. Our customers are DEPT® employees worldwide, so clear communication is critical when addressing their requests. The ability to explain technical information in layman's terms is highly valued, along with strong customer service skills. KEY RESPONSIBILITIES • Own ticket queue quality, SLA performance, and escalation resolution • Lead and optimize onboarding/offboarding workflows • Design and conduct audits in collaboration with Product Owners • Own documentation standards and drive team adoption • Mentor junior team members and conduct knowledge-sharing sessions • Proactively identify process gaps and build solutions before issues escalate • Lead or co-own global IT projects from scoping through delivery • Act as an escalation point for complex technical issues across the region • Align with IT Engineering team goals • Demonstrated ability to drive process improvements and measure impact General Responsibilities • Provide support remotely, using Jira Service Management ticketing system, Slack, email, and video conferencing as primary sources of communication • Be resourceful with troubleshooting, referencing process documentation • Resolve IT Support tickets promptly • Manage user accounts and permissions across multiple platforms in systems such as Atlassian, Google, Keeper, Slack, and other company tools • General hardware support, password resets, basic troubleshooting WHAT WE ARE LOOKING FOR A good fit for this role is someone who remains calm and level-headed, handling challenging situations with composure while maintaining a positive attitude. You provide constructive feedback and express concerns professionally, ensuring emotions don't hinder communication or teamwork. You also embrace change as essential for growth and recognize that adaptability is crucial to supporting the team's evolution. • Bachelor's degree in Information Technology, Computer Science, or a related field • 6+ years of experience in IT support or related roles • Strong knowledge of IT software and hardware support • Experience with Atlassian tools like Jira, Confluence, etc. • Experience with Asset Management Systems • Experience leading or mentoring others • Proven track record of implementing optimizations • Working knowledge of ITIL or equivalent ITSM frameworks • Okta, Jamf, and InTune experience is a nice-to-have • General knowledge of both Windows and macOS operating systems; must be able to navigate the UI and troubleshoot common issues • Experience with SaaS applications like Google Workspace, Office 365, Slack, and other cloud-based software • Self-motivated with excellent communication and interpersonal skills to foster collaboration and teamwork • Experience working with culturally diverse teams, with openness to and understanding of cultural differences • Fluency in English, with excellent communication skills (both written and verbal) • Strong problem-solving skills and the ability to think analytically in fast-paced environments • Ability to prioritize and manage multiple tasks efficiently • Ability to adapt to rapidly changing technologies and environments • Familiarity with cybersecurity principles and best practices Experience is a plus: • Purchasing and acquiring software/tool WE SUPPORT YOU BEING YOU: DEPT® is an equal opportunity employer (EOE). We believe our work is its best when our people feel safe and free to be themselves. We’re committed to an inclusive and barrier-free recruitment and selection process and workplace, regardless of anyone’s identity, background, beliefs, lifestyle or disabilities. So tell us about any accommodations you need. It’s totally confidential and only used to make sure you feel fully supported at every step. We are a B Corp-certified company passionate about purpose-driven work. Our hope is that you can feel good about the contributions DEPT® is making to the world, and we always have an open door for your ideas in making the world a better place. DEPT® is a pioneering technology and marketing services company that creates integrated end-to-end digital experiences for brands such as Google, KFC, Philips, Audi, Twitch, Patagonia, eBay and more. Its team of 2,500+ digital specialists across 30+ locations on 5 continents delivers pioneering work on a global scale with a boutique culture. Learn more about DEPT® DIVERSITY, EQUITY & INCLUSION At DEPT®, we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives. Not sure if you meet all qualifications? Apply, and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement, when in fact they do. We believe in giving everyone a fair chance to shine. We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with us.Want to know more about our dedication to diversity, equity, and inclusion? Check out our efforts here. #hybrid