Senior Helpdesk Technician - Middle East

Wasserman operates at the epicenter of sports, music, entertainment and culture, serving talent, brands and properties on a global scale. Headquartered in Los Angeles, Wasserman's presence spans 28 countries and more than 68 cities, including New York, London, Abu Dhabi, Amsterdam, Hong Kong, Madrid, Mexico City, Toronto, Paris and Sydney. For more information, please visit www.teamwass.com.

Job Description

CSM Middle East became part of the Wasserman agency following an acquisition in October 2023. In the Middle East region we continue to operate as CSM for the short-term whilst we go through the necessary changes to our business licenses, and we expect to rebrand, in line with the rest of the global CSM business, in 2025.

Wasserman operates at the epicenter of sports, music, entertainment and culture, serving talent, brands and properties on a global scale. Headquartered in Los Angeles, Wasserman’s presence spans 27 countries and more than 65 cities, including New York, London, Abu Dhabi, Dubai, Riyadh, Amsterdam, Hong Kong, Madrid, Mexico City, Toronto, Paris and Sydney, with over 3,000 employees.

Each of our people are extraordinary in their own right, bringing diversity to our thinking, experience and expertise to help us produce work that our competitors don’t and wont. What we do is fast-paced, exciting and rewarding which is why we love it and why you’ll love life at CSM/Wasserman. If you are someone who sees the extraordinary in the ordinary, then we would love to hear from you.

What Will You Be Doing

Wasserman IT support over 3000 people globally across a number of agencies and sites. You will be one of the first points of contact in the Middle East region for 1st and 2nd line issues, conducting initial assessment, research and resolution of requests regarding hardware, software and infrastructure components. Your enthusiastic and approachable manner will help you be a key member of the IT Support team on our London IT Hub, which allows users to approach you directly to discuss and demonstrate their issues first hand.

Responsibilities

• Take initial telephone or email inquiries and troubleshooting and manage hardware, software or network problems
• Log call / walk-up activity
• Range of administration duties. Including, but not exclusively; logging tickets in our ticketing system, tagging hardware in our hardware management system, logging and keeping track of hardware repairs and hardware assignments
• Assisting with office moves and a wide range of other possible projects
• Resolve more complex issues requiring detailed systems and applications knowledge
• Recognise and escalate more difficult problems to Tier 3 support
• Install operating system software, patches and upgrades
• Analyse, troubleshoot and resolve hardware, software and networking issues
• Configure, optimize and monitor operating system software and servers
• Liaise with suppliers to organize repairs and other admin.
• Assisting with and supporting Events
  
  

The Skills And Experience You Will Need

Experience of the following systems and processes are highly beneficial:

• Fresh Service ticketing system, including back-end development
• Active Directory/Windows 2012-2019, Exchange Online, Azure and Office 365 Administration
• Meraki Systems Manager for Mobile Device Management
• Remote/Mobile access facilities: RDP, Outlook Web Access, VPN
• Dell/Microsoft Surface Hardware
• Mainly iPhone/iOS but some Android mobile phones
• Apple Macs running variety of OS
• Box.com for file storage and management
• Mimecast for email security
• O365 Desktop Tools (Outlook, Word, Excel, etc)
• Networking Understanding
• Server Management / Patch Management
• Backup / Restore (Tape, Virtual)
• Understanding of Linux print environment (Including Caldera OS)
  
  

The Successful Individual Will Have The Following Attributes

• Enthusiastic approach to problem solving
• Communication: Telephone manner, email, and face to face
• Flexible approach to tasks
• Speaking with non-technical people. From junior positions to the most senior
• Team Player: Always happy to help others whenever and wherever needed
• Reliability: Due to the small and busy nature of the team we need to be able to depend on people to be on time, with exemplary attendance
  
  

Wasserman does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.