Job Description

ICP is a global leader in Content Operations, partnering with some of the world's most recognizable brands, including Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L’Oréal, NBCU, and Aetna. Our expertise spans content management, logistics, creative operations, production, and digital commerce enablement, ensuring a seamless flow of content across all systems and channels. We empower brands to achieve operational excellence and confidently manage their content. Content confidently.

ICP operates globally with offices in Atlanta , London , Mexico City , Mumbai , and Shanghai , delivering world-class solutions that drive exceptional business outcomes. Our core values Curious , Focused , Creative , Trustworthy , and Inclusive —define who we are.

As a People-First Company , we offer benefits that promote work/life balance, including hybrid working, generous paid time off, Summer half-day Fridays, and comprehensive health benefits.

If you’re a driven professional with a growth mindset, passionate about building strong relationships and solving challenges, we’d love to hear from you!

ICP is seeking an experienced IT Support Engineer (1st Line) to join our team. If you're passionate about network security , cybersecurity , server management , and IT infrastructure , this could be the perfect opportunity for you! We’re looking for a dynamic IT Support Specialist who thrives in an agile environment and has a proven track record of implementing IT solutions to help businesses succeed.

This hybrid role requires you to work a minimum of two days per week in the office , reporting directly to the IT Manager .

How You’ll Make an Impact

As a First Line Support Engineer, you'll be at the heart of supporting ICP’s IT needs. You’ll work as part of a collaborative team to deliver seamless support to ICP users, driving success and ensuring smooth IT operations. Here's what you'll be doing:

Key Responsibilities:

• Answering Support Requests: Respond to customer or end-user inquiries via phone, email, or chat, providing exceptional service.
• Remote/Onsite Troubleshooting: Resolve hardware, software, and network connectivity issues promptly and effectively.
• Password Resets & Account Unlocks: Assist users with account access issues, ensuring smooth access to essential systems.
• Ticket Logging: Accurately record support requests and resolutions within the ticketing system for efficient tracking.
• Software Installation: Install and configure software applications to support ICP’s IT environment.
• Guiding Users: Provide step-by-step instructions to help users resolve common technical issues.
• Peripheral Support: Troubleshoot and assist with the setup of printers, scanners, and other peripherals.
• User Education: Offer user training and guidance on IT best practices and daily tasks.
• Escalation: Identify and escalate more complex issues to 2nd Line Support, ensuring timely resolution.
• System Monitoring: Proactively monitor systems and networks to identify and prevent issues before they arise.

Key Attributes We’re Looking For:

• Authenticity: Be present, honest, and sincere in all interactions.
• Compassion: Drive connection and care for others, fostering a collaborative work culture.
• Focus on Service: Tackle challenges with a positive, solution-oriented approach.
• Providing the Right Resources: You’re resourceful and capable of finding solutions to any challenge.
• Earn Trust: Build trust through reliability, accountability, and consistency.
• Take Ownership: Take pride in your work, demonstrating responsibility and a sense of urgency.
• Partnership: Embrace collaboration, respect diverse perspectives, and align with team goals.
• Multi-tasking & Prioritization: Handle multiple tasks and escalate issues when necessary.
• Creative Thinking: Enjoy solving problems and embrace learning new skills and technologies.

Leadership & Collaboration:

• Foster communication and escalation processes within the IT team to ensure smooth operations.
• Collaborate closely with the IT team to ensure our IT initiatives align with broader business objectives.
• Stay updated on emerging technologies in network security, cybersecurity, and IT infrastructure, and introduce innovative solutions to the organization.
• Lead training sessions on company IT systems, software, and processes.

Technical Experience:

• Knowledge of Microsoft Stack including SharePoint Online , Teams , Exchange Online , and Defender for Endpoint .
• Familiarity with Intune , Azure/365 administration, and Teams calling .
• Experience with PowerShell for Azure/365 modules.
• Strong understanding of Security Best Practices , SaaS , PaaS , cloud technologies , and PowerBi .
• Experience with email security , cyber essentials governance , SSL certificates , and technical documentation .

Why ICP?

• Work in a supportive and innovative team environment.
• Gain exposure to cutting-edge technologies and industry best practices.
• A hybrid working model that allows flexibility and collaboration.

At ICP we are committed to creating an inclusive culture that is grounded in our core values and how we providetop class service to our clients and how we show up and support each other within our communities. We celebrate different backgrounds, experiences, and perspectives—encouraging everyone to bring their authentic selves to work. We have a diverse environment that empowers our team to feel comfortable when they voice their opinions.

For these reasons and more ICP is a proud equal employment opportunity employer. We welcome everyone regardless of their race, color, religion, sex, national origin, age, disability, veteran status, or genetics, and we are dedicated to providing an inclusive, open, and diverse work environment.

If you’re ready to make an impact and grow with us, we’d love to hear from you!

Apply Today and Let’s Get Started!

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