First Line Support

ICP is a global leader in Content Operations, partnering with some of the world's most recognizable brands, including Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L’Oréal, NBCU, and Aetna. Our expertise spans content management, logistics, creative operations, production, and digital commerce enablement, ensuring a seamless flow of content across all systems and channels. We empower brands to achieve operational excellence and confidently manage their content. Content confidently.

ICP operates globally with offices in **Atlanta**, **London**, **Mexico City**, **Mumbai**, and **Shanghai**, delivering world-class solutions that drive exceptional business outcomes. Our core values—**Curious**, **Focused**, **Creative**, **Trustworthy**, and **Inclusive**—define who we are.

As a **People-First Company**, we offer benefits that promote work/life balance, including hybrid working, generous paid time off, Summer half-day Fridays, and comprehensive health benefits.

If you’re a driven professional with a growth mindset, passionate about building strong relationships and solving challenges, we’d love to hear from you

ICP is seeking an experienced **IT Support Engineer (1st Line)** to join our team. If you're passionate about **network security**, **cybersecurity**, **server management**, and **IT infrastructure**, this could be the perfect opportunity for you We’re looking for a dynamic IT Support Specialist who thrives in an agile environment and has a proven track record of implementing IT solutions to help businesses succeed.

This hybrid role requires you to work a minimum of **four days per week in the office**, reporting directly to the **IT Manager**.

**How You’ll Make an Impact**
As a First Line Support Engineer, you'll be at the heart of supporting ICP’s IT needs. You’ll work as part of a collaborative team to deliver seamless support to ICP users, driving success and ensuring smooth IT operations. Here's what you'll be doing:
**Key Responsibilities**:

- ** Remote/Onsite Troubleshooting**: Resolve hardware, software, and network connectivity issues promptly and effectively.
- ** Password Resets & Account Unlocks**: Assist users with account access issues, ensuring smooth access to essential systems.
- ** Ticket Logging**: Accurately record support requests and resolutions within the ticketing system for efficient tracking.
- ** Guiding Users**: Provide step-by-step instructions to help users resolve common technical issues.
- ** Peripheral Support**: Troubleshoot and assist with the setup of printers, scanners, and other peripherals.
- ** User Education**: Offer user training and guidance on IT best practices and daily tasks.
- ** Escalation**: Identify and escalate more complex issues to 2nd Line Support, ensuring timely resolution.
- ** System Monitoring**: Proactively monitor systems and networks to identify and prevent issues before they arise.

**Key Attributes We’re Looking For**:

- ** Authenticity**: Be present, honest, and sincere in all interactions.
- ** Compassion**: Drive connection and care for others, fostering a collaborative work culture.
- ** Focus on Service**: Tackle challenges with a positive, solution-oriented approach.
- ** Providing the Right Resources**: You’re resourceful and capable of finding solutions to any challenge.
- ** Earn Trust**: Build trust through reliability, accountability, and consistency.
- ** Take Ownership**: Take pride in your work, demonstrating responsibility and a sense of urgency.
- ** Partnership**: Embrace collaboration, respect diverse perspectives, and align with team goals.
- ** Multi-tasking & Prioritization**: Handle multiple tasks and escalate issues when necessary.
- ** Creative Thinking**: Enjoy solving problems and embrace learning new skills and technologies.

**Leadership & Collaboration**:

- Foster communication and escalation processes within the IT team to ensure smooth operations.
- Collaborate closely with the IT team to ensure our IT initiatives align with broader business objectives.
- Stay updated on emerging technologies in network security, cybersecurity, and IT infrastructure, and introduce innovative solutions to the organization.
- Lead training sessions on company IT systems, software, and processes.

**Technical Experience**:

- Knowledge of **Microsoft Stack** including **SharePoint Online**, **Teams**, **Exchange Online**, and **Defender for Endpoint**.
- Familiarity with **Intune**, **Azure/365** administration, and **Teams calling**.
- Experience with **PowerShell** for Azure/365 modules.
- Strong understanding of **Security Best Practices**, **SaaS**, **PaaS**, **cloud technologies**, and **PowerBi**.

**Why ICP?**
- Work in a supportive and innovative team environment.
- Gain exposure to cutting-edge technologies and industry best practices.
- A hybrid working model that allows flexibility and collaboration.
- At ICP we are committed to creating an inclusive culture that is grounded in our core values and