IT Support Engineer

About XR Extreme Reach

Extreme Reach provides a Connectivity Suite for the ad industry, combining collaboration tools, digital asset management, a global distribution network and powerful analytics to provide smarter, more collaborative advertising workflows bringing the marketing and production processes together from idea to delivery for greater visibility, productivity, insight, and performance.

Brands, agencies, production, and post-production teams use Extreme Reach to create great content together, manage their assets and leverage its world-class network of over 79,000 media destinations in 141 countries, to share their message with the world.

Today over 100,000 businesses use Extreme Reach to reach billions of customers globally. We're a fast-moving team of passionate subject-matter experts located across 37 offices, speaking 45 languages, and on a mission to connect the world's media.

Role Summary

The IT Support Engineer is responsible for delivering end-to-end technical support to a global user community, ensuring the stability, security, and performance of workplace technology and IT services. Acting as a key point of contact for both onsite and remote employees, this role provides expert support across hardware, software, operating systems, collaboration platforms, mobile devices, and enterprise applications.

The position oversees the full lifecycle of end-user computing, including device provisioning, deployment, maintenance, patch management, and endpoint security across Windows, macOS, and mobile environments. The IT Support Engineer administers user access and identity services, supports Microsoft 365 and hybrid authentication solutions, manages Active Directory infrastructure, and ensures effective incident resolution through service desk operations and collaboration with internal and external stakeholders.

Working in a fast-paced enterprise environment, the role requires strong troubleshooting expertise, ownership of technical issues, proactive documentation, and a continuous improvement mindset. The IT Support Engineer also contributes to infrastructure and technology projects, supports global offices remotely, and helps drive operational excellence by maintaining knowledge articles, identifying service improvements, and mentoring team members.

Key Responsibilities

- Covering the IT support queue, working from a service desk to assist our internal user base with any IT issues. Onsite & remote users

- Providing day to day support for both hardware and software including desktop support (PC/MAC), telephony, mobiles, email and applications support for both office and remote users

- Windows/Mac software update processes

- Desktop/Laptop building, imaging and deployment

- Install, configure, test and maintain operating systems, application software and system management tools

- Supporting/Maintaining the various collaboration tools in meeting rooms, Logitech Tap, Polystudios

- Responsible for the monitoring/maintenance/security of all endpoints

- Support mobile devices (Android, iPhone, tablets, etc.)

- Printer installation and troubleshooting

- Ensuring the Desktop infrastructure is maintained, and documentation is updated

- Open technical cases with hardware & software vendors to resolve problems

- Liaise with other IT personnel for problem resolution and escalations

- Responsible for the monitoring/maintenance/security of all endpoints

- Oversee user provisioning, deprovisioning, and license allocation.

- Support hybrid identity and authentication (Azure AD, SSO, MFA).

- Administer mail flow, mailbox management, and email security.

- Deploy and manage devices using Microsoft Intune, Jamf, Endpoint Central

- Provide documentation and training to end-users.

- WSUS Experience

- Test and apply new software/maintenance patches

- Experience supporting a large enterprise in a fast paced environment

- Install, configure, test and maintain operating systems, application software and system management tools

- Extensive knowledge of Windows OS’s & MAC Os’

- Good understanding of Windows & Linux operating systems – experience with supporting and troubleshooting stability and performance issues

- Administer and support global active directory domain including but not limited to DHCP, DNS, Group Policy, Sites & Services

- Respond to internal/external customer support requests

- Ownership of issues, collaboration with other teams

- Support the success and development of others in the team

- Understanding of AWS services, including AWS Workspaces

- Providing technical support remotely to our global offices

- Using a help desk system for incident management and escalation

- Troubleshoot system and application issues and provide feedback

- Proactively document all works into knowledge base

- To spot and report where improvements can be made

- Assisting with projects of all sizes including technology infrastructure and software projects

- Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the infrastructure

Requirements

Knowledge, Skills and Abilities Required:

- Desktop OS and Business Applications, including; Windows 11/ Mac OS X 13 and above

- Microsoft 365 Apps including Outlook, Word, Excel, OneDrive

- Microsoft 365 Collaboration tools including Teams and Teams Calling

- Installation, Upgrades, Testing, Troubleshooting, Automation, and Optimization

- Remote Viewing and Support Applications

- User and group management, permissions, and access control.

- AD replication, DNS, and troubleshooting domain-related issues, GPO.

- Experience with hybrid identity environments, including Azure AD Connect and synchronization troubleshooting.

- Proficiency in PowerShell scripting for automation, reporting, and bulk operations.

- Solid grasp of Conditional Access, MFA, and identity protection strategies.

- Familiarity with compliance tools such as eDiscovery, DLP, and audit logging.

- Excellent troubleshooting, documentation, and communication skills.

- End point management systems (Jamf, Intune, Endpoint Central)

- Troubleshooting remote and onsite user issues across multiple different endpoint types and OSs

- In-depth understanding of Microsoft Active Directory

- Domain trusts, AD replication, AD Connect, GPO, OU structure management

- Experience with cloud technologies, especially AWS, EC2, WorkSpaces

- Technical proficiency and knowledge of IT infrastructure, networks, and systems to effectively manage and troubleshoot issues

- Scripting Bash/PowerShell

- Proven knowledge and troubleshooting skills

- Experience working in a BAU/Project team

Personal skills:

- Excellent communication skills

- Ownership of issues through to completion

- Developing positive working relationships with a wide range of internal colleagues

- Prioritising work to meet demands of role

- Must be a good team player and flexible

- Self-motivation and drive - confidence to work on own initiative and with limited supervision

- Team oriented, works well with local and global team

- Recognises when a sense of urgency is needed and responds accordingly

- Appreciate challenges and can make thoughtful contributions to an evolving support process, has a strong desire for self-improvement, and learning

- Is comfortable, flexible, versatile, and curious when it comes to pitching in on diverse tasks and projects

- Strong problem solving skills; ability to visualize a problem or situation and think abstractly to solve it. Ability to use tools and/or the internet to find solutions.

- Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations

- The ability to follow policies and procedures of the support desk

- To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner

- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation

Benefits

What we offer

- Competitive benefits

- We promote a flexible hybrid working approach to help you find the best working balance

- A global diverse community, where we learn from each other. At Extreme Reach, we cooperate, debate, make decisions, celebrate successes and have fun as a team. Our leadership is focused on people, creating a strong, inclusive culture, so you always have the chance to share your opinion.