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Form of workOur mission is to Drive Business Performance. We use data to create personalized and connected experiences that deliver transformative business outcomes. Our role is to ensure our clients meet their quantifiable business goals every day, consistently, in every market. We are entirely focused on delivering better business results through optimization, creation and analysis across all digital platforms. Our scope ranges from recommending how to use content more effectively to optimizing daily media channel performance and maximizing visibility in eCommerce platforms.
As an EUC Support Engineer you will provide third-level technical support to our global user base with a dedicated focus on supporting end-user computing (EUC) technologies across four technical towers: Collaboration, Identity and Access, Unified Communications and Client Infrastructure.
Supporting the latest technologies within a customer-centric environment that provides customer satisfaction and working with market leading ITSM Service Management tools, you will provide high-levels of technical knowledge, analytical troubleshooting and problem solving to maximize user productivity.
You will work with our Service Desk, Deskside Support, Global EUC Engineering, Security and Applications teams to ensure technical issues and requests are managed, progressed and resolved promptly, ensuring quality is of the highest standard and exceeding service level targets.
You will demonstrate a high capacity for learning & development and will seek to adopt new knowledge and resolution capabilities. You will report to the Head of Regional EUC Support, AMER. This is a remote role.
Responsibilities
- You will manage the resolution of user incidents and any escalated issues from the End-user Services (EUS) teams for EUC services.
- You will fulfill requests for EUC services, including project requests.
- You will escalate incidents to the EUC Engineering team.
- You will work with the EUC Engineering team to ensure up-to-date documentation exists for all EUC support processes.
- You will work with the EUC Engineering team to identify service improvements to current processes.
- You will remain aware of new product developments in technology providing input to improve service and processes.
- You will manage workloads to ensure all incident and request tickets are handled in an appropriate manner, meeting agreed Service level agreement targets.
- You will work as part of a team of technical Support Engineers, providing guidance and expertise.
- You will research solutions to technical issues that can be raised with the relevant service owners.
- You will ensure all issues are correctly logged and followed through to completion within the agreed Service level agreements.
- 3+ years experience IT service management, including change, incident and problem management.
- Demonstrated experience supporting O365 environments using both Powershell and GUI.
- Experience troubleshooting email flow issues.
- Understanding of SharePoint Online and troubleshooting site issues.
- Manage user authentication issues across AD and Identity provider platforms such as Okta.
- Understanding of how Single Sign On (SSO) works.
- O365 product knowledge covering Office and Outlook.
- AD Group and Distribution list creation and management
- Microsoft / CompTIA certified or equivalent qualifications and experience.
- ITIL qualification (Foundation).
The anticipated base salary range for this position is$51,000k - $83,375k. Actual salary will be based on a variety of factors including relevant experience, knowledge, skills and other factors permitted by law. Additionally, this position is eligible for discretionary incentive compensation. The company's incentive compensation plan is subject to change. A range of medical, dental, vision, 401(k) matching, paid time off, and/or other benefits also are available. For more information regarding dentsu benefits, please visit dentsubenefitsplus.com.
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About dentsu
Dentsu is the network designed for what's next, helping clients predict and plan for disruptive future opportunities in the sustainable economy. Taking a people-centered approach to business transformation, dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society www.dentsu.com.
We are champions for meaningful progress and we strive to be a force for good-for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.
Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact your recruiter if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.
