2nd Line Application Support Analyst

Dentsu is a modern marketing solutions company. Our mission is to help clients navigate, progress and thrive in a world of change. Businesses rely on our integrated network of agencies and specialized practices to champion meaningful progress through creative, media, commerce, data and technology. Part of Dentsu Group, our global network comprises 66,000 diverse people in 143 countries, who are dedicated to teaming for growth and good. Some of our award-winning agencies include 360i, Carat, dentsumcgarrybowen, DEG, dentsuX, iProspect and Merkle. Follow us on Twitter @DentsuUSA and visit dentsu.com/us.

We are champions for meaningful progress and we strive to be a force for good-for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

You will be responsible for providing technical support of the media applications. You will work with other members of the support team to provide high-quality solutions to support our end-users and will be a point of escalation for the Service Desk and working closely with 3rd Line. You will report directly to the Customer Support Manager and will be part of the Regional Hub team supporting the Media Ecosystem adoption across the region for all the Dentsu Aegis Network agencies.

• Provide second line technical support, answering support queries by phone, email, ticketing system and may require occasional site visits to our front offices
• Follow the timeframes defined within the SLAs and SLOs
• Analyze and resolve assigned 2nd line support tickets regionally and globally
• Escalate issues for any 1st line activities that require attention and stepping in for the Service Desk where necessary
• Monitor Media Ecosystem Tool and perform maintenance on supported systems
• Participate in troubleshooting platform outages or performance issues
• Provide regular updates to users and the Service Desk Team lead on progress with items, escalating issues where required
• Review and update knowledge base and product documentation
• Undertake projects, completing assigned tasks to the agreed timescales

• 2+ years of related experience
• Knowledge of media industry
• Knowledge of ServiceNow ticketing system

Benefits Include:

• Comprehensive healthcare plans
• FTO and family leave
• 401k

Employees from diverse or underrepresented backgrounds encouraged to apply.

Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact [email protected] if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.