We are a global engagement marketing agency that creates human-centric touchpoints that unleash the power of people to deliver innovation and growth.
Firm believers in the power of building community since 1987, we are helping brands, associations and not-for-profit organisations solve their key people challenges through our core expertise: Live & virtual events, Strategic & digital communications and Consulting & community solutions.
We are an independently owned agency, headquartered in Geneva, Switzerland, with a global presence of 60 offices in 31 countries.

JOB OBJECTIVE      

MCI USA is currently seeking a qualified, self-motivated, knowledgeable IT Professional to join the IT team. The role will be a dynamic mix of onsite support for MCI USA well as remote support for our 4 other office locations and remote workers. Candidates will be responsible for monitoring and managing support tickets and providing solutions and communications in a timely manner as well as working with other IT staff members to resolve issues. #LI-Remote

COMPENSATION: $28.84-33.65 hourly, based on relevant experience and skills.

MAIN 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
• Onboarding and offboarding 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 as needed  (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

JOB REQUIREMENTS

• Bachelor’s/Associate’s degree in Computer Science or related field or equivalent experience required
• 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 is beneficial
• Microsoft 365 Administration (Exchange online, Entra, Intune) required
• Domains and DNS management (GoDaddy, Cloudflare) required
• Strong organizational skills, tidiness of equipment
• Strong attention to detail
• Time management and the ability to handle large volume of work during busy periods
• Strong verbal and written communication skills with the ability to create relationships and partner with staff at all levels
• Strong customer service focus
• Ability to lift 50 pounds

PROFESSIONAL AND LEADERSHIP COMPETENCIES  

• 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 the 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

SPECIFIC TECHNICAL SKILLS      

• Experience with Windows and Mac operating systems
• MSP Experience preferred
• Experience supporting Microsoft Office Suite, Microsoft Office 365, Adobe Acrobat and Adobe creative applications is beneficial
• Active directory and Azure AD familiarity
• Experience troubleshooting hardware related issues

ADDITIONAL REQUIREMENTS

Remote with ability to travel to offices for project related work as needed

Benefits Summary

MCI USA is an established, family-friendly company offering outstanding benefits and significant growth opportunities.

• PTO
• 13 paid company holidays, including closure Christmas Eve through New Year’s Day
• 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

Please reach out even if you do not meet all the criteria but are willing to learn and commit to one of our great roles. At MCI USA, we thrive on passion and believe that diverse perspectives make our team stronger. We are dedicated to fostering an inclusive environment with equal opportunities for everyone, regardless of race, color, religion, gender, sexual orientation, marital status, age or physical/mental ability.

We appreciate all who apply, though only those selected for an interview will be contacted. All applications remain confidential. MCI USA is proud to be an equal opportunity employer. If you need any accommodations during the application or interview process, please reach out to our chief people officer.

MCI is where you can bring your true self to work and be proud of what you do. Join us and make a difference!