Job Description
IT Support Technician (1st / 2nd Line)
Location: New York, NY
Work pattern: 4 days in the office, 28 hrs/week 9am-5pm (1hr lunch)
Employment type: Contract
Coverage: US
The opportunity
MiQ is a programmatic media partner for marketers and agencies, combining data science, analytics, and programmatic trading. We are looking for an IT Support Technician to provide responsive, user-focused 1st and 2nd line support across the New York office and the wider US region.
Main responsibilities
End User Support
- Act as the first point of contact through the ticketing system and in-person assistance.
- Log, categorise, prioritise, troubleshoot, resolve, and follow up on incidents and requests in line with service expectations.
- Provide clear, patient technical guidance to non-technical users and maintain ownership until resolution or a confirmed handover.
- Document symptoms, troubleshooting steps, resolution details, and escalation notes accurately.
- Provide onsite 1st line support for the New York office, including but not limited to Wi-Fi connectivity, printers, conference rooms, meeting technology, passwords, and 2FA.
- Provide remote 1st line support across the US region through approved communication and support platforms.
- Support workplace technology and the local IT team during events, office changes, and business-critical meetings.
Endpoint, hardware, and software support
- Diagnose and resolve Windows and macOS hardware issues
- Configure and deploy hardware to new hires
- Configure and deploy replacement hardware to existing users
- Assist with software deployment, security updates, anti-virus protection, patching, and endpoint compliance.
- Administer devices through the MDM solution and maintain accurate hardware, software, and licence records through the asset-management solution.
- Coordinate hardware repair, replacement, vendor support, and onsite visits when an issue cannot be resolved remotely.
Applications, access, and onboarding
- Support SaaS applications including Google Workspace, Okta, Slack, Zoom, and other business-critical tools.
- Assist with account creation, access requests, password resets, 2FA, permissions, and user authentication issues in line with security procedures.
- Support onboarding and offboarding across the US region, including hardware provisioning, account setup, access changes, equipment recovery, and onboarding sessions.
- Provide basic user guidance and training for workplace applications and technology.
Required experience
- At least 2 years of experience in a technical support, service desk, help desk, or desktop support role.
- Experience working with MDM and anti-virus or endpoint-security solutions.
- Experience supporting SaaS applications such as Google Workspace, Okta, Slack, Jumpcloud/Jamf and Zoom.
- Practical experience supporting both Windows and macOS.
- Experience using a ticketing or IT service-management platform.
- Knowledge of workplace communication technologies, printers, conference-room equipment, basic networking, Wi-Fi, VPN, and remote support.
- Experience troubleshooting hardware, software, peripherals, access, and connectivity issues.
Required skills and behaviours
- Excellent verbal and written communication skills.
- Strong customer-service mindset and the ability to explain technical issues clearly and calmly.
- Ability to prioritise work, follow established procedures, and manage multiple tickets or assignments.
- Strong attention to detail, documentation, follow-through, and ownership.
- Ability to work effectively in an agile environment.
- A focus on efficiency and effectiveness.
- A can-do attitude, bringing energy, drive, and enthusiasm to the role.
- Curiosity and openness to learning from others, acknowledging weaknesses, and growing.
- Sound judgement about when to resolve independently and when to escalate.
- Alignment with MiQ’s values and culture.
What we value
- Passion: We love and live what we do.
- Determination: We always find a way to figure it out.
- Unity: We hold each other accountable and win and lose as a team.
- Agility: We anticipate the unexpected, embrace change, and adapt.
- Courage: We dare to think unconventionally.
MiQ is proud to be an equal-opportunity workplace. We value the differences within our people and are committed to building an inclusive community where everyone can thrive.
Pay Transparency
For individuals assigned and/or hired to work in New York, MiQ is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to New York and takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. A reasonable estimate of the current compensation range for this position is $38-40/hr.
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