IT Support Engineer

Description

Agency:

Omnicom Advertising

Job Function:

Technology

Job Subfunction:

IT Support

IT Support Engineer – EP+Co

EP+Co is seeking an experienced, customer-focused IT Support Engineer to provide advanced technical support and assist with the management of technology systems within a fast-paced advertising and marketing agency.

This position will serve as a key technical resource responsible for resolving complex hardware, software, endpoint management, and connectivity issues while supporting the day-to-day technology needs of employees. The role requires strong expertise in Apple macOS environments, experience with Microsoft 365, and the ability to troubleshoot and resolve technical issues independently.

The IT Support Engineer will collaborate with IT leadership, internal teams, and external technology partners to maintain a reliable, secure, and efficient technology environment that supports the agency's business operations and creative workflows.

Job Details

This role will be based in our Greenville, SC office

Hybrid – Monday and Friday are remote. Tuesday, Wednesday and Thursday in the office. Other office days may be required based on job needs.

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Responsibilities

• Technical Support and Troubleshooting
• Provide technical support for on-site and remote employees, including escalated issues requiring advanced troubleshooting.
• Diagnose and resolve complex macOS, Windows, hardware, software, and network connectivity problems.
• Support creative production workstations, peripherals, and specialized software applications.
• Investigate recurring technical issues, identify root causes, and recommend long-term solutions.
• Endpoint and Device Management
• Administer and support Apple devices using Jamf Pro and Apple Business Manager.
• Manage device enrollment, configuration profiles, application deployments, operating system updates, and security policies.
• Assist with device lifecycle management, hardware inventory, and replacement planning.
• Support endpoint security, patch management, and compliance requirements.
• Develop and maintain standardized device configurations and deployment procedures.
• Application and Collaboration Platform Support
• Provide technical administration and support for Microsoft 365, including Teams, OneDrive, SharePoint, and Outlook.
• Troubleshoot Adobe Creative Cloud and other applications used in creative production.
• Assist with Microsoft Entra ID, user provisioning, access management, and multifactor authentication.
• Support cloud-based business applications, shared file systems, and collaboration tools.
• Coordinate with software vendors and external partners to resolve application-related issues.
• IT Operations and Infrastructure Support
• Troubleshoot wired and wireless connectivity, VPN access, DNS, DHCP, and related network services.
• Assist with administration and troubleshooting of conference room technology and audiovisual systems.
• Participate in infrastructure upgrades, technology deployments, and IT improvement initiatives.
• Maintain technical documentation, system configurations, support procedures, and asset records.
• Assist with onboarding and offboarding processes, including user access, equipment preparation, and account deprovisioning.
• Identify opportunities for automation, process improvement, and increased operational efficiency.
• Required Qualifications
• 3–5 years of experience in desktop support, IT support engineering, or a similar technical role.
• Strong hands-on experience supporting and troubleshooting Apple macOS environments.
• Experience with device management platforms, preferably Jamf Pro.Working knowledge of Microsoft Windows and Microsoft 365 applications.
• Experience troubleshooting network connectivity, software, hardware, and authentication issues.
• Understanding of endpoint security, patch management, and IT operational best practices.
• Strong analytical, problem-solving, documentation, and customer service skills.
• Ability to independently prioritize and resolve complex technical issues.
• Effective communication skills and ability to work with both technical and nontechnical employees.
• Ability to provide consistent on-site support at the Greenville office.
• Preferred Qualifications
• Experience administering Jamf Pro and Apple Business Manager.
• Familiarity with Microsoft Entra ID, Intune, and Microsoft 365 administration.
• Experience with scripting and automation using Bash, PowerShell, or similar tools.
• Experience supporting Adobe Creative Cloud, high-performance creative workstations, and media production workflows.
• Familiarity with Google Workspace and SaaS application administration.
• Knowledge of enterprise networking, wireless infrastructure, firewalls, and VPN technologies.
• Experience supporting Microsoft Teams Rooms and conference room audiovisual systems.
• Previous experience in advertising, marketing, media, or creative production organization.
• Relevant technical certifications, including CompTIA Network+, Apple Certified IT Professional, Jamf certifications, or Microsoft certifications.
• Core Competencies
• Advanced Technical Troubleshooting:Demonstrates strong diagnostic skills and the ability to resolve complex technical issues.
• Customer Service: Provides responsive, professional technical assistance with a focus on employee productivity.
• Ownership and Accountability: Independently manages technical issues through resolution and follows up appropriately.
• Collaboration: Works effectively with IT leadership, colleagues, vendors, and business stakeholders.
• Adaptability: Responds effectively to changing priorities, technologies, and business requirements.
• Continuous Improvement: Identifies opportunities to improve system reliability, security, and operational processes.
• To the extent permissible by local law, Omnicom’s policy requires employees to work in the office for a minimum of three days a week, unless additional in-office days are directed by their agency or manager.
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