Support Engineer

At MMGY Global, we believe nothing shapes your view of the world like travel. So every day, we share our client’s stories from a perspective that inspires people to see the world differently. Our personalized service and strategy connect media, consumers and influencers across the globe, taking people to new places and changing their view for the better. At MMGY we inspire people to go places. We have an immediate opening for a Support Engineer, in our Overland Park office. The Support Engineer is primarily responsible for providing first tier support to end users. This responsibility includes onboarding and offboarding new employees, maintaining existing software services, and maintaining and deploying end user hardware. They will also be assisting with documentation for processes and working with the Help Desk Manager to install, troubleshoot, upgrade, & repair infrastructure components. The Support Engineer is expected to become knowledgeable of core systems used by MMGY Global and able to take on the challenge of learning new systems as they are added. Responsibilities:

• Provide excellent technical support by using good troubleshooting techniques and deploying technically accurate and best practice solutions to end user support requests
• Demonstrate professionalism, helpfulness, and care to all users
• Prioritize support response to ensure timely and accurate help desk support
• Document in real-time all support requests regardless of source, actions taken, and their resolution in the Help Desk ticketing system
• Deliver new employee training when employees join MMGY Global
• Assist with Computer & peripheral inventory management and forecasting, and lease planning & execution
• Assist with Software license inventory and management
• Assist with documenting and executing operational practices and procedures to ensure licenses are available and systems remain online
• Maintain building access through proximity access systems
• With direction work with external suppliers as needed to resolve outstanding service issues or acquire services
• Prepare and operate audio-visual equipment for large and “All Agency” meetings
• Some travel may be required
• Some after hours and weekend work may be necessary

 Experience Requirements:

• 1+ years experience managing help desk work using a formal ticketing system
• Basic familiarity with network and routing protocols such as VLANs, Ethernet, Access Lists, TCP/IP, DNS, DHCP, SMTP, SNMP, WINS, etc.
• Solid understanding of the following technologies: Windows Operating System, MacOS, JAMF, Google Workspace, Okta, Video Conferencing Platforms, VoIP 
• Experience servicing Multi-Function Devices
• Experience troubleshooting with a strong ability to problem solve

Other Requirements:

• Strong Communication skills - verbal, written interpersonal
• Understanding of technology terms and acronyms
• Excellent Customer Service skills and ability to relay information effectively between users and IT team
• Strong Organizational, Analytical and Prioritization skills
• Proven experience in documentation and reporting
• Agency experience a plus, but not required

Educational Experience:

• Bachelor's degree in Computer Science/Information Technology or similar technical program combined with work experience

 Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa. MMGY Global is an Equal Opportunity Employer. Who Are We? We’re a travel-obsessed collective of more than 600 people across the country and around the globe. And when we say we inspire people to go places, we mean ALL people. That’s why we’re focused on nurturing a workforce that’s as diverse as the places we visit — welcoming candidates of all ages, genders and gender identities; ethnicities and religions; people of color; LGBTQIA+ people and their allies; working parents; veterans; and those with disabilities.