Senior IT Help Desk Support

We are Brainlabs, the High-Performance media agency, on a mission to become the world's biggest and best independent media agency. We plan and buy media that delivers profitable and sustained business impact. And what’s our formula? Superteams of Brainlabbers, fueled by data and enabled by technology.

Brainlabs has always been a culture-first company. In fact, from the very beginnings of the agency a set of shared principles, philosophies and values was documented in The Brainlabs Handbook, helping us create our unique culture.

As with everything here we always seek to adapt and improve so The Brainlabs Handbook has been fine-tuned to become The Brainlabs Culture Code.

This Culture Code consists of 12 codes that talk to what it means to be a Brainlabber. It’s a joint commitment to continuous development and creating a company that we can all be proud of, where Brainlabbers can turn up to do great work, make great friends and win together.

You can read The Brainlabs Culture Code in full here.

We are looking for a Senior IT Help Desk Support Agent to support our IT Infrastructure and Staff with IT-related requests and incidents. A service-oriented attitude, attention to detail, and a willingness to learn are essential for this role. The ideal candidate should be prepared to go beyond boundaries and extend support to the team and members.

So, tell me about the company 🧠

Brainlabs is culture-first. You’ve probably heard other companies describe themselves as people, clients, or profit first – but we see people, clients and profit as the building blocks of our ecosystem. Culture powers all three and we know that when the ecosystem is balanced, we all win! That's why the culture we cultivate is a culture of winning together.

To learn more about what it’s like to be a Brainlabber, check out our culture code.

In this role you will 🖊️

• Oversee the helpdesk operations to ensure timely resolution of tickets and maintain SLA, implement and maintain ticketing system best practices, and train and mentor helpdesk staff on effective ticket handling.
• Monitor system alerts to ensure prompt response to incidents, develop and maintain monitoring protocols to minimize downtime, and coordinate with IT teams to address and resolve system alerts.
• Handle the escalation of complex helpdesk tickets, serve as the point of contact for escalated issues to ensure efficient resolution, and develop escalation procedures while training staff on their use.
• Plan and oversee the execution of monthly IT tasks and services, assign ownership of tasks to team members to ensure accountability, and review and optimize scheduled tasks for efficiency.
• Engage in IT projects and tasks by providing leadership and technical expertise, collaborate with cross-functional teams to achieve project goals, and ensure projects are completed on time and within budget.

We’re looking for someone who 🔍

• Has a delivery track record with 3+ years of experience within the area
• Passionate about technology: Continuously seeking to enhance knowledge, particularly in IT support and Audio Visual (AV) solutions, with a focus on delivering high-quality service and innovation.
• Proactive: You take initiative to address IT issues before they escalate and are always looking for ways to improve systems and processes.
• Team-oriented: You work well with others, bridging the gap between IT and non-technical stakeholders, such as office managers and other Brainlabbers
• Service-focused: You have a strong focus on user satisfaction and strive to provide the highest level of service to your colleagues and clients.
• Problem Solver: You can troubleshoot issues efficiently, from AV setup problems in meeting rooms to larger technical infrastructure challenges, always with a focus on delivering results.

And this is what success looks like in the role 🏅

• Live our culture code.
• Deliver Outstanding IT & AV Support: You proactively maintain meeting rooms, the auditorium, and IT hardware, ensuring minimal downtime and seamless functionality for office meetings and events.
• Collaborate and Communicate Effectively: You build strong relationships with both technical and non-technical stakeholders, ensuring that IT-related issues are communicated clearly and resolved quickly.
• Execute IT Service Management with Excellence you ensure consistency in incident management, problem resolution, and service delivery, while also contributing to service improvement projects.
• Enhance Security & Compliance: Your proactive participation in security initiatives and audits helps the organization maintain a strong security posture and comply with internal and external regulations.
• Manage IT Assets Efficiently: Through effective procurement, documentation, and offboarding processes, you ensure that office’s IT assets are well-managed, secure, and up-to-date.

What's in it for you ✨

• Hybrid salary (50% of your net salary in USD)
• 20 working days vacation plus all Argentina public holidays.
• Private healthcare (OSDE 210).
• Adaptive/hybrid working.
• Free breakfast and lunch when in office.
• Access to learning and development opportunities.
• Mobility programmes - work from another country for up to 30 days!

#LI-CO1

What happens next?

We know searching for a job is tough and that you want to find the best career and employer for you. We also want to ensure that this position is the best fit for both you and us. Therefore, you will participate in a comprehensive interview process that includes skills interviews with our team. The goal of this process is to allow you to get to know us as we learn more about you.

Brainlabs actively seeks and encourages applications from candidates with diverse backgrounds and identities. We are proud to be an equal opportunity workplace: we are committed to equal opportunity for all applicants and employees regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion, or belief, and marriage and civil partnerships. If you have a disability or special need that requires accommodation during the application process, please let us know!

Please note that we will never ask you to transfer cash or make any other payment to us in order to apply for a role or to work for Brainlabs. Any such asks are fraudulent and should be reported to the appropriate authorities in your area.