Support Engineer

POSITION SUMMARY:

The Interpublic Group of Companies, Inc. (IPG) is currently seeking a highly motivated, customer-oriented individual to fill the position of Support Engineer. We are looking for an enthusiastic individual who is always genuinely excited to help customers and then offer a unique and innovative solution to their problem. In this role, your primary focus will be to provide guidance and resolution on a wide range of technical and non- technical customer issues and demonstrate commitment to ensuring customer success.

ESSENTIAL FUNCTIONS:

Responsibilities to include, but not limited to:

• Working as part of the Service Desk team processing enquiries, problems, and request fulfilment for Kinesso applications and technology-related issues, using documented procedures and available
• Providing effective queue management including the prioritisation, escalation, and resolution of incidents within aligned internal processes and procedures to ensure customer satisfaction and Service Level Agreements are met.
• Identify, manage, and escalate critical customer issues to higher level technical support or vendors for resolution and ensure the incident is handled efficiently, minimizing business impact, and ensuring that operations can resume as quickly as possible.
• Liaise closely with Senior Support and other engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.
• Perform in-house system integrations with vendors, following up until issue is resolved and customer is satisfied.
• Actively documenting fixes and processes in the knowledge base system and share knowledge within the team.
• Constantly analyses incident and service requests processes to help identify Service Desk training opportunities and improvement plans.

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in computer science, Information Technology, or equivalent work experience.
• Knowledge and experience supporting Atlassian suite (JIRA, Confluence), SharePoint, Tableau, Azure, or any reporting systems is a must. Having knowledge of ad serving technology/ DSP’s/ SSP’s or RTB is an advantage.
• Strong customer service orientation.
• Excellent written and verbal communication skills
• Team player
• Strong problem solving and analytical
• Demonstrates accuracy and attention to detail in work.

We, Interpublic Group (IPG), are an equal opportunity employer and value diversity at our company. We do not discriminate on any unlawful basis including race, religion, color, national origin, disability, gender, sexual orientation, age, marital status, veteran status, or any other basis prohibited by law.