IT Technician

MiQ; New York (NY); In loco; USD 52.000 - 55.000; Tempo pieno

Descrizione del lavoro

MiQ is seeking an IT Support Technician (1st/2nd line) for the New York office and wider US region. The role features 4 days in the office, 28 hours per week, 9am–5pm, contract work, covering US operations.

You will handle end-user support, endpoint management, and SaaS apps, with duties spanning hardware deployment, software updates, and onboarding/offboarding across the US. A strong customer-service mindset and solid cross-platform knowledge are essential.

Competenze

• 2+ years in a technical support, service desk, help desk, or desktop support role.
• Experience with MDM and endpoint security solutions.
• Experience supporting SaaS apps like Google Workspace, Okta, Slack, Jumpcloud/Jamf, Zoom.
• Practical experience supporting Windows & macOS.
• Experience using a ticketing/ITSM platform.
• Knowledge of workplace tech like printers, conferencing gear, Wi-Fi, VPN, and remote support.
• Experience troubleshooting hardware, software, peripherals, access, and connectivity issues.

Mansioni

• Serve as 1st/2nd line contact via ticketing system and in person.
• Log, categorize, troubleshoot, resolve, and follow up on incidents per service levels.
• Provide clear, patient guidance to non-technical users and own issues to resolution.
• Document symptoms, steps, resolution details, and escalation notes.
• Provide onsite 1st line support for NY office and remote support for US region.
• Assist with software deployment, security updates, patching, and endpoint compliance.
• Coordinate hardware provisioning, repairs, and vendor support.

Conoscenze

Customer service

Verbal communication

Written communication

Ticketing systems

Prioritization

Documentation

Agile environment

Curiosity

Ownership

Strumenti

MDM solutions

Antivirus software

Google Workspace

Okta

Slack

Zoom

Jumpcloud/Jamf

VPN

Descrizione del lavoro

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 escape
• 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.