Mediabistro
   

2nd Line IT Service Desk Engineer

Future, Washington, DC USA

Connectors. Creators. Experience Makers.

Level: Entry Level

Duration: Full-Time


Description

We’re Future. We’re 3000+ colleagues over 250+ brands speaking to 400 million people every month across the globe through websites, events and magazines. We haven’t just survived over the past couple of years, we’ve thrived, increasing our audience share, taking more number one positions, acquiring new businesses and launching new brands.

And we don’t plan on stopping any time soon.

We’ve got ambitious plans that build on our growth momentum and unlock new opportunities and we’re looking for talented people who want to be a part of it.

As 2nd Line IT Service Desk Engineer you will be primarily focused on escalated issues to the 2nd line, ensuring the closure of all service issues is done in accordance with agreed procedures and standards, automating where possible. You will be expected to do a mixture of both in-house and field coverage as agreed with the line management. You'll work closely with the other global support teams to resolve issues, manage IT requests and provide assistance in a follow the sun model in a 1st and 2nd line capacity.

Note: The IT Service Desk, End User Services, IT Infrastructure and IT SecOps work together to provide internal customer support between the hours during the working week. Weekend and bank holiday work may be necessary depending on requirements.

Requirements

  • Experience in 1st/2nd line IT Support, supporting a Mac and PC environment.
  • Experience using ITSM tools such as FreshService, Atlassian Jira or equivalent.
  • Familiarity with remote administration and central management of computers via tools such as; Jamf, Manage Engine etc
  • An understanding of software licensing & Asset management via Snow or equivalent
  • Experience with Sophos Antivirus or equivalent
  • Experience with Font management via a font management client such as Universal Type Client or equivalent
  • Encryption and Backup experience

Benefits

As well as our standard benefits, we have a number of awesome perks available to our staff including:

  • Unlimited paid time off (yes you read that right!)
  • A share in our success- every member of staff receives a profit pool bonus at the end of our financial year
  • Huge opportunities to learn and develop whether through professional qualifications, exposure to incredible business projects or informal lunch & learns, hosted by your colleagues
  • Healthcare
  • 401k match
  • Free food (monthly munchies, bagel Fridays, fresh fruit & snacks and coffee and tea on tap)
  • Central office locations with cool open plan working spaces. We operate a flexible working plan and are COVID secure

Our Future, Our Responsibility - Inclusion and Diversity at Future

We have a voice and we’re going to use it. We promote diversity and inclusion not just in our recruitment processes, but everything we do. We’re an equal opportunity employer and we will continue to ensure our recruitment process is free of bias and our workplaces are inclusive, positive, free of discrimination and respecting of all backgrounds and beliefs. Our culture is underpinned by our values and employees - current and future - are treated with respect and fairness. Find out more about Our Future, Our Responsibility on our website.

About Future

We are Future

Connectors. Creators. Experience Makers

We’re Future. We’re 2300 colleagues over 200 brands speaking to 400 million people every month across the globe through websites, events and magazines. We haven’t just survived in 2020, we’ve thrived, increasing our audience share, taking more number one positions, acquiring new businesses and launching new brands.

And we don’t plan on stopping any time soon.

Future

Want to learn more about Future? Visit Future's website.