1st Line Support Engineer

**About ICP**

ICP is a global leader in Content Operations, partnering with some of the world's most recognizable brands, including Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L’Oréal, NBCU, and Aetna. Our expertise spans content management, logistics, creative operations, production, and digital commerce enablement, ensuring a seamless flow of content across all systems and channels. We empower brands to achieve operational excellence and confidently manage their content. Content confidently.

With offices in **Atlanta, London, Mexico City, Mumbai**, and **Shanghai**, we operate on a global scale, delivering world-class solutions that drive exceptional business outcomes.

**Who We Are**

At ICP, our values define us: we are Curious, Focused, Creative, Trustworthy, and Inclusive.

**We're A People First Company**

At ICP, we provide benefits that matter to our people and enable us to be engaged both in and outside of work. We foster a culture where _work/life_ balance is nurtured and encouraged, offering hybrid working, generous paid time off, paid holidays, volunteer time off, and Summer half-day Fridays. We also take care of our people with competitive medical, dental, and vision benefits, mental health support, and a robust savings plan.

**Bring the Confidence**

Are you a relationship-focused, driven professional with a growth mindset? Do you thrive on breaking through challenges and excelling in competitive environments? You're not expected to have all the answers, but your passion for uncovering solutions and building strong partnerships makes you the perfect fit for this role. We’d love to hear from you

**About the role**

ICP is seeking an experienced IT Support Engineer (1st Line) to join our team. If you're passionate about network security, cybersecurity, server management, and IT infrastructure, this could be the perfect opportunity for you We’re looking for a dynamic IT Support Specialist who thrives in an agile environment and has a proven track record of implementing IT solutions to help businesses succeed.

This hybrid role requires you to work a minimum of 3 or 4 days per week in the office, reporting directly to the IT Manager.

**How You Will Make an Impact**

As a First Line Support Engineer, you'll be at the heart of supporting ICP’s IT needs. You’ll work as part of a collaborative team to deliver seamless support to ICP users, driving success and ensuring smooth IT operations.

Key Responsibilities:

- Remote/Onsite Troubleshooting: Resolve hardware, software, and network connectivity issues promptly and effectively.
- Password Resets & Account Unlocks: Assist users with account access issues, ensuring smooth access to essential systems.
- Ticket Logging: Accurately record support requests and resolutions within the ticketing system for efficient tracking.
- Guiding Users: Provide step-by-step instructions to help users resolve common technical issues.
- Peripheral Support: Troubleshoot and assist with the setup of printers, scanners, and other peripherals.
- User Education: Offer user training and guidance on IT best practices and daily tasks.
- Escalation: Identify and escalate more complex issues to 2nd Line Support, ensuring timely resolution.
- System Monitoring: Proactively monitor systems and networks to identify and prevent issues before they arise.

Key Attributes We’re Looking For:

- Authenticity: Be present, honest, and sincere in all interactions.
- Compassion: Drive connection and care for others, fostering a collaborative work culture.
- Focus on Service: Tackle challenges with a positive, solution-oriented approach.
- Providing the Right Resources: You’re resourceful and capable of finding solutions to any challenge.
- Earn Trust: Build trust through reliability, accountability, and consistency.
- Take Ownership: Take pride in your work, demonstrating responsibility and a sense of urgency.
- Partnership: Embrace collaboration, respect diverse perspectives, and align with team goals.
- Multi-tasking & Prioritization: Handle multiple tasks and escalate issues when necessary.
- Creative Thinking: Enjoy solving problems and embrace learning new skills and technologies.

Leadership & Collaboration:

- Foster communication and escalation processes within the IT team to ensure smooth operations.
- Collaborate closely with the IT team to ensure our IT initiatives align with broader business objectives.
- Stay updated on emerging technologies in network security, cybersecurity, and IT infrastructure, and introduce innovative solutions to the organization.
- Lead training sessions on company IT systems, software, and processes.

Technical Experience:

- Knowledge of Microsoft Stack including SharePoint Online, Teams, Exchange Online, and Defender for Endpoint.
- Familiarity with Intune, Azure/365 administration, and Teams calling.
- Experience with PowerShell for Azure/365 modules.
- Strong understanding of Security Best Practices, SaaS, PaaS, cloud technologies