IT Desktop Support Engineer, Miami, Florida

Agency Hogarth
Created 07/30/2021
Date expired 12/01/2021
Reference 4070079004
Category IT
Country United States
State Florida
City Miami
Hogarth Worldwide is the world's leading creative content production company. Born to make the best work brilliantly, we combine craft, insight and technology to bring creative work to life for many of the world's most famous brands.

Founded 13 years ago, Hogarth has grown from a start-up to over 4,500 people, across 30 key cities and is now part of WPP. Obsessively striving for better is in our DNA, it is the reason for our existence and continues to drive us forward in all that we do, making Hogarth an exciting place to work and a great place to achieve your career ambitions.

What does a IT Desktop Support Engineer do at Hogarth?

The IT Desktop Support Engineer will report into the Production Technology Manager and is expected to provide on-site / remote support to production staff working on projects for a Global Tech Company and the wider Americas region. With the guidance and support of the senior support team members, the primary function of the Production Support Engineer is to be the friendly first-line support for the production operators and assist in the deployment of new workstations, maintain and troubleshoot systems, and escalate issues as required. The aim being to provide a stable and fully functioning production environment.

  • Support, maintain, administer, and troubleshoot production equipment and systems (Hogarth and Client)
  • Onboard and off-board freelancers, including set up and commission production workstations
  • Manage local Miami tech inventory
  • Help build and organize allocating equipment for hires throughout LatAm and Canada
  • Install, test, and breakdown equipment for various trainings and workshops
  • Analyze and rectify technical faults on equipment and systems
  • Escalate issues to more senior members of the team when required
  • Answer help desk ticketing system

Desirable Skills & Experience
  • 5+ years of related experience, working in production or related field
  • Strong knowledge of Apple hardware, macOS, and Windows 10
  • Fundamental knowledge of Adobe Creative Cloud suite
  • Familiarity with VPN, file transfer tools, and productivity tools such as MS Office and iWork
  • Active Directory and Exchange environment experience is a plus
  • Experience with end-user support, helpdesk ticketing software, computer imaging, and hardware and software upgrades & troubleshooting
  • Software application use and installation experience
  • Must have the ability to resolve technical issues under pressure
  • Ability to support, maintain and troubleshoot video, audio, color, and other production equipment and systems
  • Follow established departmental procedures & practices, as well as assist in documentation
  • Rudimentary network understanding
  • Experience supporting operators and workstations remotely
  • Experience using an endpoint management system, such as JAMF Pro, a plus
  • Adaptable to new working methods & practice technology advances
  • Ability to operate under pressure, prioritize tasks, and knowing when to escalate issues
  • Excellent customer service skills - must be approachable and respectful
  • Excellent communication skills, including the ability to communicate with and understand the needs of non-technical operators
  • Resourceful and a good problem-solver
  • Able to work independently and as part a team


Diversity and Inclusion
Hogarth is committed to diversity and inclusion, through our ideas, our people, how we behave and conduct ourselves. Creating a truly inclusive culture at all levels of the organisation that encourages different points of view, making Hogarth not only a better company and place to work but an environment where everyone experiences connection, opportunity and a sense of belonging. Please contact if you need the job advert or form in another format. Data
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