IT Support Engineer

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.

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.

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