IT Service Desk Engineer

About Kepler

Kepler executes engineered marketing, where every message and ad delivered helps create a more personalized and productive relationship between brands and their consumers. We do this by acting as clients’ agency of record, as their in-house team, or some hybrid of the two – and by harnessing data and technology across all paid digital media and data-driven CRM channels.

Kepler prides itself on being a great place to work. In fact, we’re proud to share that AdAge recognized Kepler among the Best Place to Work in 2022, validating our investment in our team and our clients.

• We're transparent with our employees. You'll hear updates on company financials, how we're performing against bonus goals, and how we're responding to challenges we face.

• We're growing. For you, that means unparalleled growth opportunities and a role in shaping the direction of the company.

• We're fun. You'll work with and learn from the smartest people in the industry and have a blast doing it.

Overview

The IT team is responsible for supporting our users across all company locations, covering North America, Europe and Asia. We provide level 1, 2 and 3 support for applications, operating systems, and hardware. We also support in-office a/v and networking equipment, administer business platforms, automate key processes, and maintain a watertight security posture.

We pride ourselves on offering a fast, effective and friendly service to our users where IT is seen as a facilitator of higher productivity. We're continuously searching for new technologies and practices to improve the user experience.

We are currently looking for an IT Service Desk Engineer to join the team and become an integral part of our business unit of passionate and thought leading IT experts. Please include a cover letter stating why you are interested in working at Kepler and why you think you are the right fit for the role.

Role Overview

The IT Service Desk Engineer will join our IT team in London and handle mostly L2/L3 support requests across our group of companies (based in London, Paris, US, Costa Rica, UK and Singapore). This role is 3 days per week on-site at our London offices, with one day working from home. The remaining day is spent in our Paris office. You will travel to the Paris office twice every 4 weeks. One of these trips will require an overnight stay, and the other will be a day trip.

Alongside providing superb support to our userbase, the role will manage laptop inventory in London and Paris, and ensure desk equipment is functional and tidy. In addition, you will proactively search for opportunities to improve the support experience for users, and drive efficiencies in IT processes. Candidates should come prepared to talk through real examples of achieving measurable improvements in previous roles.

The IT Service Desk Engineer role will work closely with the rest of the IT team including senior members in London, sharing out the support tasks depending on workload and speed of response. This is a rare opportunity in a fast-paced, varied and energetic media agency environment, and comes with great benefits, social perks, and the chance to be part of a strong, growing business.

About the Role

Here’s what we’d like you to do:

• Respond to 2nd and 3rd Line support requests coming from the IT helpdesk, and also 1st Line to cover for absences and in-person requests

• Manage laptop inventory including setup, wiping, storage, dispatching and receiving

• Diagnose and help resolve hardware and software issues, including laptops, meeting room A/V, printers and office networking equipment

• Troubleshoot infrastructure issues, including firewalls, switches and access points

• On-site point of contact for users in London and Paris offices

• Ensure desk cabling and server rooms are kept tidy and functional

• Help manage users on company-wide systems such as Google Workspace, Microsoft Entra ID, InTune, and Okta

• Provide user support for advanced issues with platforms such as M365, Google Workspace, Slack, Zoom and Adobe

• Work with IT vendors such as Dell and Apple to manage warranty claims

• Support IT-related projects and system upgrades

Desired Experience and Skills

• A background in 2nd and 3rd line support of users in Microsoft, Apple and Google environments

• Strong experience in hardware and OS support - both Windows and MacOS

• Strong experience in troubleshooting and fixing meeting room A/V issues, ideally Logitech

• Experience in troubleshooting common office networking technologies such as WiFi, ethernet, firewalls and switches

• Interest in infrastructure, including firewalls, switches and access points

• Good knowledge of administration of Microsoft 365 and Google Workspace

• Some experience in managing Entra ID, InTune, and SSO integrations

• Ideally, some experience with automating processes using tools such as Zapier

• Excellent customer service skills and the ability to switch between multiple offices seamlessly

• Passionate about technology and bettering yourself

• Strong desire to expand your role and offer suggestions on how processes can be improved

• A can-do mentality and motivational attitude

Salary and Benefits

• 25 days annual leave, increasing to 28 days after 3 years. Option to buy additional annual leave allowance up to 30 per year

• Healthcare cash plan

• Monthly Wellness Allowance

• Ride to work cycle scheme

• Season ticket loan scheme

• Hybrid working office/at home including ‘Work from Anywhere’ (WFA) for up to 4 weeks per year

• Flexible working with start and finish times between 8am-10am, and 4.30pm- 6.30pm

• Company pension contributions

• Enhanced parental leave policies

• Annual tuition budgets for out of work study

• Mobile phone, home broadband reimbursements

• Working from home equipment budget

• Weekly free breakfast, free fruit and drinks

• Regular paid socials, and social budgets

• Salary: This role offers a starting salary of £40,000 per annum.

The increasing adoption of AI is reshaping our industry. As part of your application, please include a brief disclosure of which AI tools (if any) you have used to assist with your preparation. Our interview process includes a discussion surrounding your experience experimenting with these tools and how to leverage them effectively within a professional setting. Please be aware that in line with GDPR, we do not allow use of AI for recording/transcripts during interviews without all attendees consent.

Please note that, at this time and for this position, we cannot accommodate long term future sponsorship needs for UK work authorization. Please note in your application if you fall under this category.

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