IT Support Specialist

About Madison Logic:

Our team is reshaping B2B marketing and having fun in the process! As a truly global company, we take pride in the diverse backgrounds of our team. When joining Madison Logic, you are committing to giving 100% and always striving for more. Work with & learn from an incredible group of people who care about your success as much as they care about their own. Our team is at the heart of what we do and our success starts with you!

Remote work note: Please refer to the job posting detail to determine what (if any) remote work options apply to the specific job advertised. Not all positions are available for remote work or in all regions/countries. Where applicable**,** remote work must be conducted from your home office located in a jurisdiction in which Madison Logic has the legal right to operate. It requires availability and responsiveness on a full-time basis from a distraction free environment with access to high-speed internet. Please inquire for more details.

About the Role:

As the IT Support Specialist, you will support the day-to-day technology and support needs of the global ML team and act as an escalation point for complex troubleshooting needs.

Responsibilities:

• Provide day-to-day end user support for ML Global staff and visiting clients on a rotating 24hr schedule
• Respond to and proactively address technology questions and provide technical assistance with computer systems (including PCs, MACs, smartphones, and tablets), communication software & applications (Zoom, Slack, etc.) and other software and hardware (printers, scanners, etc.)
• Diagnose system errors and resolve problems with networks (including wired and wireless, cabling, routing, TCP/IP, DNS, DHCP)
• Support local and remote users (through remote access) using Local Area Network (LAN), Wide Area Networking (WAN) and Virtual Private Network technologies (VPN).
• Oversee and troubleshoot Active Directory, email and Office 365
• Accurately record and document issues, changes and configurations using IT Service Desk management tools
• Manage assigned support calls from start to finish
• Installation and troubleshooting of AV conferencing equipment
• Follow up with internal customers to ensure full resolution of issues
• Manage the IT on-boarding experience and IT welcome sessions including introducing & training new hires on ML technologies required for their role
• Educate ML users on how best to leverage their devices for productivity
• Manage the return of assets/equipment assigned to individual employees upon separation of employment
• Utilize existing IT management systems (Jira, Azure, Zoom, Intune, Jive, etc.) to maximize the delivery & efficiency of services
• Perform ordering, installation, maintenance and inventory of physical computers, virtual machines, and related hardware and software.
• Implement best practices for new and existing hardware and software technology releases
• Ensure that all work performed is documented in a timely, accurate and detailed manner
• Ad-hoc project work as required

Responsibilities:

• Provide day-to-day end user support for ML Global staff and visiting clients on a rotating 24hr schedule
• Respond to and proactively address technology questions and provide technical assistance with computer systems (including PCs, MACs, smartphones, and tablets), communication software & applications (Zoom, Slack, etc.) and other software and hardware (printers, scanners, etc.)
• Diagnose system errors and resolve problems with networks (including wired and wireless, cabling, routing, TCP/IP, DNS, DHCP)
• Support local and remote users (through remote access) using Local Area Network (LAN), Wide Area Networking (WAN) and Virtual Private Network technologies (VPN).
• Oversee and troubleshoot Active Directory, email and Office 365
• Accurately record and document issues, changes and configurations using IT Service Desk management tools
• Manage assigned support calls from start to finish
• Installation and troubleshooting of AV conferencing equipment
• Follow up with internal customers to ensure full resolution of issues
• Manage the IT on-boarding experience and IT welcome sessions including introducing & training new hires on ML technologies required for their role
• Educate ML users on how best to leverage their devices for productivity
• Manage the return of assets/equipment assigned to individual employees upon separation of employment
• Utilize existing IT management systems (Jira, Azure, Zoom, Intune, Jive, etc.) to maximize the delivery & efficiency of services
• Perform ordering, installation, maintenance and inventory of physical computers, virtual machines, and related hardware and software.
• Implement best practices for new and existing hardware and software technology releases
• Ensure that all work performed is documented in a timely, accurate and detailed manner
• Ad-hoc project work as required

Basic Qualifications:

• University degree and 2+yrs related experience or 4+yrs professional experience in a tech/IT support role
• 2+ yrs experience with desktop troubleshooting (both Microsoft Windows and Apple Operating Systems)
• 2+ yrs experience supporting end-users in Office365, G-Suite, Slack, Zoom, and networking issues
• 2+yrs audio-visual (AV) support experience
• Advanced knowledge of JIRA functionality for optimization and issue tracking
• 1+yrs experience with Microsoft Azure
• Familiarity with Confluence
• Demonstrated patience with a non-technical audience and ability to walk end-users through troubleshooting from a remote location

Other Characteristics:

• Singapore Shift Timing Required (11:30am – 7:30pm)
• University Degree
• Fluent in English
• Clear and concise communication style
• Passion for customer service, with excellent written and verbal communications skills
• Exceptional multi-tasking, organization and prioritization skills
• Ability to juggle multiple projects in a fast-paced, dynamic environment
• Strong problem-solving / troubleshooting abilities
• Ability to work as a team player a must

Pay Transparency/Equity:

We are committed to paying our team equitably for their work, commensurate with their individual skills and experience**.** Salary Range and additional compensation, including discretionary bonuses and incentive pay, are determined by a rigorous review process taking into account the experience, education, certifications and skills required for the specific role, equity with similarly situated team members, as well as employer-verified region-specific market data provided by an independent 3rd party partner.

We will provide more information about our perks & benefits upon request.

Who We Are:

Our Vision: We empower B2B organizations globally to convert their best accounts faster

Our Values: #TEAM #OWNIT #RESPECT #EXCEL #EMPOWER

Our Commitment to Diversity & Inclusion:

Madison Logic is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of sex, race, color, religion, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status.

Privacy Disclosure:

All of the information collected in this form and/or by your application by submission of your online profile is necessary and relevant to the performance of the job applied for. We will process the information provided by you in this form, your CV (including physical and online resume profiles), by the referees you have noted, and by the educational institutions with whom we may undertake to verify your qualifications with, in accordance with our privacy policy and for recruitment purposes only.

For more information on how we process the information you have provided including relevant lawful bases (where relevant) please see our privacy policy which is available on our website ([https://www.madisonlogic.com/privacy/>).