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Careers

Acceleration - Desktop and System Support Engineer

at Acceleration
Miami, Florida, United States

Who we are:

At Wunderman Thompson we exist to inspire growth for ambitious brands. Part creative agency, part consultancy and part technology company, our experts provide end-to-end capabilities at a global scale to deliver inspiration across the entire brand and customer experience.   

We are 20,000 strong in  90 markets around the world; our people bring together creative storytelling, diverse perspectives, inclusive thinking, and highly specialized vertical capabilities to drive growth for our clients. We offer deep expertise across the entire customer journey, including communications, commerce, consultancy, CRM, CX, data, production, and technology.

Acceleration, a Wunderman Thompson company, operates state of the art IT infrastructure and software to support our agile business. We support both PCs and Macs (Windows 10 and OS X), as well as provide support on the major smartphones. We use a variety of software applications across the organisation and have been working in the cloud for many years. 

Who we are looking for:

Acceleration is seeking a Desktop and Systems Support Engineer to join a small, dedicated team responsible for ensuring that all of our hardware and software systems are running smoothly at all times. Our employees are our clients and we provide high levels of service to them, just as their clients expect of them.

Whilst the role is based in Miami, you will be responsible for a number of sites in the US: the office in Miami, New York, Denver and LA, as well as the Argentinian office in Buenos Aries. You will also assist with overage remote support for offices in the EMEA (Cape Town, Johannesburg, London, Barcelona and Dubai). Supporting clients out of normal office hours is not unusual. You will also work with the global IT team on global projects.

What you’ll do: 

  • IT Support |  General IT desktop, server and infrastructure support. You will be responsible for fault finding and repair on desktop/laptop systems and mobile devices, coordinating hardware/cabling/connectivity faults, and installing and replacing/upgrading new hardware/software. Provide after hours on-call support for any IT issue and escalate calls to IT Operations Manager where necessary. Ensure cases logged through the helpdesk tool (or other) are attended to and resolved/updated as per priority level.
  • Software & Hardware |  Ensure Virus Protection & updates to Virus Software is maintained. Provide support of software used within desktop environment, and administer operating system (Windows PC & Mac OS X) & existing application software e.g. MS Office, anti-virus. Software and Operating System deployment automation. Ensure that IT risk and compliance activities are effectively managed and mitigated, and escalated to IT Management where necessary. Ensure that the meeting rooms are fully operational for meetings, presentations and conference calls.
  • Best Practices | Ensure that Operating Standards and Protocols, and IT Security controls are adhered to, without default. Ensure that new starters are setup on their laptops and provide IT inductions on the services provided and assist with IT training material and provide training to users. Maintain the company’s IT Asset Register and software licences. Research ways of improving internal IT processes to create efficiencies within the IT team and for the business. 

Who you are:

  • Detail-oriented | You maintain a high level of accuracy, attention to detail and have excellent analytical skills. Strong analytical, problem-solving, and troubleshooting skills; with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
  • Communicator | Clear verbal and written communication skills, including a high level of business English grammar. Enthusiastic and confident individual with the ability to interact well with people of all levels personally and professionally
  • Team Player | Participate in the team-oriented, supportive culture with a strong focus on a working environment that fosters creativity and open communication, as well as one that demands discipline and results. Convey a sense of credibility and trust, and create a perception of success. Attitude, actions, and communication style emphasize what we “can” do based on available facts. 
  • Ego-less | We all wear the hats that need wearing, it’s a mentality that makes the team successful.

What you’ll need: 

• 3 to 5 years support experience.
• A+ or N+ Certification.
• MCP Certification or equivalent will be advantageous.
• Understanding and application of ITIL processes and governances.
• Experience with Apple products highly beneficial.
• Self-driven, high performing, hands on executor and results-oriented individual.
• Ability to thrive in a fast-paced, high pressure environment whilst adhering to strict IT security controls & policies.
• Eager to learn and grow and apply learnings to the IT environment.

Wunderman Thompson and Acceleration are WPP agencies. For more information, please visit our website and follow Wunderman Thompson on our social channels: Twitter, Facebook, LinkedIn, and Instagram.

Wunderman Thompson is committed to Equal Employment Opportunity and to attracting and retaining the most qualified employees regardless of race, national origin, religion, sexual orientation, gender, age or disability. We rely on legitimate interest as a legal basis for processing personal information under the GDPR for purposes of recruitment and applications for employment. 

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Established in 2019, Wunderman Thompson has a combined history of 150 years, setting the standard for marketing, communications and business innovation. We bring together over 20,000 creatives, analysts, strategists, customer experience designers and business consultants across 90 markets.

We’re always looking for the best talent to add to our diverse and talented mix that is Wunderman Thompson.

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