Support Technician I

Department: Engineering
Location: US - New York
Updated on: April 16, 2021

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MediaMath helps the world's top brands deliver personalized digital advertising across all connected touchpoints. Over 9,500 marketers in 42 countries use our demand-side platform every day to launch, analyze, and optimize their digital advertising campaigns across display, native, mobile, video, audio, digital out of home, and advanced TV formats.

MediaMath initiated an industry-wide effort to create a 100% accountable, addressable and aligned supply chain through SOURCE ecosystem. SOURCE by MediaMath is a technical and commercial framework for agencies, brands, tech companies, and content owners designed to provide long-term sustainable solutions for a clean digital media supply chain with brand-safe, viewable inventory. MediaMath has offices in 15 cities worldwide and is headquartered in New York City.

The MediaMath IT team administers systems with a holistic approach and is responsible for the study, design, development, implementation, support and management of telecommunications and computer-based information systems and software. Providing support to our colleagues who utilize MediaMath systems in their day-to-day responsibilities and operations is a key function of the IT team. It is our aim to ensure both a human-friendly working environment, while scaling solutions to provide secure and efficient technology to all MediaMath employees. The IT Department is the backbone of our business, the underlying structure that reinforces MediaMath's growth, and propels this world-class organization to perform at the highest levels.

The role:

The MediaMath IT team is currently seeking a Support Technician I to assist with the day-to-day responsibilities of providing 24/7 support and availability of services and infrastructure within the larger MediaMath production environment. The Support Technician I would report to the IT Operations Manager and would be responsible for learning, maintaining, and documenting information pertaining to our regular IT systems and process as well as software and applications used across the organization. In addition, the Support Technician I would be the front-line of all internal support requests, monitoring our JIRA ticket queue and responding to all tickets in a timely manner or escalating appropriately.

Throughout the COVID-19 pandemic, MediaMath has predominantly been a remote workforce and continues to be so for the near future. However, this role may transition back to an office environment post-pandemic. Candidates should be able to work effectively in both scenarios. 

You will:

  • Follow MediaMath’s established policies, standards, procedures, and guidelines in delivering service to staff
  • Monitor, respond to, and escalate service tickets in a timely manner
  • Fulfill service requests in a highly customer-service oriented manner
  • Troubleshooting, repair, imaging, and shipping of both Apple and Windows based laptops
  • Follow proper ticketing procedures and best practices
  • Assist with inventory management and asset tracking
  • Utilize and help develop ‘best practice’ documentation for key systems and services
  • Provide issue tracking and resolution by performing metrics and reports that analyze the nature of tickets and how long it takes to resolve tickets, improve the process as a whole and provide more efficient and effective support
  • Participate in training and work to develop and maintain top knowledge in existing and new technologies to provide the most effective support
  • Support Systems Administrators with day-to-day activities and larger projects as assigned
  • Work with IT Coordinators and Project Managers to provide technical knowledge and assistance as needed
  • Carry out routine Jira-oriented procedures (e.g. Project configuration, user management)
  • Assist with new projects development within the JIRA system 
  • Documentation of JIRA best practices and policies
  • Create and manage complex JIRA components including project workflows, screen schemes, permission scheme, and notification schemes in JIRA

You have:

  • 2 years of experience in an IT Support, Desktop Support, or System Administration role
  • Ideally MCP or A+ certification
  • Experience using and/or administering JIRA and Confluence
  • Information management skills, such as organizing a company wiki
  • Previous experience with all Atlassian products (Jira & Confluence)
  • Experience with desktop support and working knowledge of server environments with the following systems: Mac OS, Windows 10, and various Windows Server versions (2k12, 2k16, etc.)
  • Experience with cloud computing virtual private networking (EC2, AWS, Azure, Office365)
  • Understanding of networking technologies and LAN environments, TCP/IP networking concepts, network configurations for virtual platforms, and network security
  • Experience configuring and troubleshooting enterprise wireless devices, including iPhone and Android
  • Working knowledge of VOIP concepts

You are:

  • Able to safely receive shipments and store limited MediaMath-owned laptop inventory for shipment at your home
  • Strong communication – both written and verbal
  • Able to work independently and within a team
  • Able to prioritize tasks, have time management skills, and able to meet deadlines

Why We Work at MediaMath

We are restless innovators, smart, passionate, and kind. At the heart of our culture are six values that provide a framework for how we approach our work and the world: Teams Win, Scale + Innovation, Obsess Over Learning & Growth, Align then Execute, Do Good Better, and Embrace the Journey. These values inform how we energize one another and engage with our clients. They get us amped to come to work.

Founded in 2007 as a pioneer in "programmatic" advertising, MediaMath is recognized as a Leader in the Gartner 2020 Magic Quadrant for Ad Tech and has won Best Account Support by a Technology Company for two years in a row in the AdExchanger Awards.

MediaMath is committed to equal employment opportunity. It is a fundamental principle at MediaMath not to discriminate against employees or applicants for employment on any legally-recognized basis including, but not limited to: age, race, creed, color, religion, national origin, sexual orientation, sex, disability, predisposing genetic characteristics, genetic information, military or veteran status, marital status, gender identity/transgender status, pregnancy, childbirth or related medical condition, and other protected characteristic as established by law.