Systems Administrator

We are a global engagement marketing agency that creates human-centric touchpoints to unleash the power of people, delivering innovation and growth. Since 1987, we’ve helped brands, associations, and not-for-profit organizations solve key people challenges through live & virtual events, strategic & digital communications, and consulting & community solutions. Independently owned, we are headquartered in Geneva, Switzerland, with 60 offices in 31 countries.

About the role

The IT Professional will provide a dynamic mix of onsite support for MCI USA and remote support for our four other office locations and remote workers. Candidates will monitor and manage support tickets, deliver timely solutions, and collaborate with the IT team to resolve issues.

Responsibilities

• IT Support & Service Delivery
  • Provide day-to-day IT support to staff across remote locations, ensuring timely resolution of technical issues
  • Manage and respond to IT support tickets, including troubleshooting hardware, software, and access issues
  • Escalate complex issues to internal teams or external vendors as needed
  • Track ticket volume, resolution time, and recurring issues to identify trends and improvement areas
  • Report on IT support performance against agreed service levels
• System, User & Client Support
  • Support users across Windows and Mac operating systems, Microsoft 365 applications, and collaboration tools
  • Manage user accounts, including onboarding, offboarding, access provisioning, and password resets
  • Assist in maintaining system functionality and performance through troubleshooting and updates
  • Onboard and offboard Microsoft 365 tenants and other client tools/software
• Hardware & Equipment Management
  • Set up, configure, and maintain laptops, desktops, and peripheral equipment (monitors, printers, conference room equipment)
  • Track and manage IT equipment inventory and software licensing
  • Ensure all office IT equipment is operational and properly maintained
  • Manage equipment procurement requests and coordinate replacement/disposal of aging hardware
  • Ensure secure data wiping and disposal of retired equipment
• Network & Remote Connectivity
  • Troubleshoot VPN, Wi-Fi, and remote connectivity issues for distributed staff
  • Support and maintain network equipment (routers, switches, firewalls) across office locations
  • Coordinate with ISPs or network vendors on outages/connectivity issues
• Security & Compliance
  • Support enforcement of IT security policies, including endpoint protection, MFA, and access controls
  • Monitor for and escalate potential security incidents (phishing, suspicious access, data loss)
  • Support compliance with data privacy requirements relevant to client and staff data
• Vendor & License Management
  • Manage relationships with IT vendors and service providers (support contracts, renewals, SLAs)
  • Track software licensing costs and renewal dates to avoid lapses or overspend
• Backup & Business Continuity
  • Support data backup processes and assist with disaster recovery procedures as needed
  • Assist in maintaining business continuity plans for IT systems
• Documentation & Process Support
  • Assist in developing and maintaining IT documentation, including user guides and internal procedures
  • Support process improvements to enhance efficiency and consistency in IT support services
• Training & User Enablement
  • Provide basic training and guidance to staff on systems, tools, and IT best practices
  • Support onboarding of new employees, including setup and orientation to IT systems
• All other duties as assigned

Requirements

• Bachelor’s/Associate’s degree in Computer Science or related field or equivalent experience
• 2-4 years of experience in IT/Tech Support
• Experience with Windows and Mac operating systems
• Reliable transportation for local travel to MCI offices
• Experience supporting Microsoft Office Suite, Microsoft Office 365, Adobe Acrobat, and Adobe creative applications (beneficial)
• Microsoft 365 Administration (Exchange online, Entra, Intune) required
• Domains and DNS management (GoDaddy, Cloudflare) required
• Strong organizational skills and tidiness of equipment
• Strong attention to detail
• Time management and ability to handle large volume of work during busy periods
• Strong verbal and written communication skills with ability to create relationships and partner with staff at all levels
• Strong customer service focus
• Ability to lift 50 pounds

Skills

• Strong problem-solving skills with ability to troubleshoot and resolve technical issues efficiently
• Ability to manage multiple support requests and prioritize work effectively
• Strong communication skills, with ability to explain technical issues to non-technical users
• High attention to detail and commitment to accuracy
• Customer service mindset with focus on responsiveness and user satisfaction
• Ability to work independently while collaborating with internal teams and vendors
• Experience with Windows and Mac operating systems
• MSP Experience preferred
• Active Directory and Azure AD familiarity
• Experience troubleshooting hardware-related issues

Pay

$28.84–33.65 hourly, based on relevant experience and skills.

Benefits

• 13 paid company holidays, including closure from Christmas Eve through New Year’s Day
• PTO
• 401K
• Medical, dental, vision, and supplementary insurances
• Employer-paid group life insurance, short-term and long-term disability
• Employer-paid family-building benefit (fertility, adoption, and surrogacy)
• Employer-paid mental health benefit
• Pet discount program