About Us

The Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.

The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.

About the Role

Are you a self-starter with a passion for tech and helping people? Are you looking to work in a SaaS company? Keep reading as this role may be for you! You are likely to be an experienced IT Support Technician, in at least a 450-user environment where you have been looking after a bit of everything. You will be part of a global team, delivering first class service to all staff around the world.

We are a cloud-first organization where you will you be able to utilize your expertise to make a real difference. You’ll play a key role in our internal helpdesk, by taking ownership of issues and delighting with your excellent customer service

Responsibilities

• Working on the internal global Corporate ICT Helpdesk, taking ownership of users’ technical problems while meeting SLAs
• Delivering remote support globally working a shift pattern (morning, afternoon, night on a weekly Rota)
• If in our Cape Town office, delivering on-site support (1st - 2nd line) 3 days a week
• Working with global suppliers on the procurement and provisioning of laptops, mobile devices, software and peripherals
• Asset management and auditing in line with company standards
• Ensuring a smooth staff onboarding experience – everything from account creation to delivering onboarding inductions
• Following the offboarding process and working with our equipment lifecycle partner
• Empowering users through the delivery of IT drop-in sessions
• Managing our Zoom Meeting and Zoom Phone platform
• Administering and troubleshooting cloud systems 
• Monitoring backups and escalating issues as needed.
• Monitoring end user devices to ensure they meet the required standards
• Being involved in projects relating to the improvement of Corporate ICT solutions
• Corporate mobile and tablet support including ongoing administration.
• Adhering to and contributing to the improvement of Corporate ICT policies and procedures

Upon completing the onboarding process, our team members will be expected to begin working on a rotational shift pattern designed to provide comprehensive support across the US, EMEA, and APAC regions. This strategic schedule will ensure that each region consistently receives timely and dedicated assistance from our team..

The shift rotations will take place on a weekly basis, with each individual team member transitioning from one region to another after completing their weekly shift.

The specific hours for each shift rotation are as follows:

APAC Shift:

1 AM - 9 AM

US Shift:

3 PM - 11 PM

*please note, the hours might change slightly to due clocks changing

In Cape Town, this is a hybrid role, with attendance in the office required on Tuesdays, Wednesdays and Thursdays when working day shift

About You

You are an organized, flexible, personable team player with a positive, can-do, attitude who can cope with the constantly changing environment that we experience as an innovative and growing business.

Your experience:

• Supporting a global, remote-first, user-base (UK, Australia, Japan, Poland, Singapore, South Africa and US)
• Proven in-depth knowledge of Microsoft Windows 11
• Working knowledge of macOS Mojave or newer
• User account management in Active Directory and EntraID
• Microsoft 365 including working knowledge of InTune, EntraID, Exchange (mailbox setup)
• Zoom Meetings or any other video conferencing software
• Zendesk or other Helpdesk software
• Delivering Remote support using remote tools (e.g. LogMeIn and TeamViewer)
• Experience with Apple iPads and iPhones in a corporate environment
• Experience with MDM solutions. Preferably Intune.
• Experience fully supporting hardware remotely, ideally Dell Latitude/Precision and Microsoft Surfaces
• Desirable but not essential: Cisco Meraki, Adobe Creative Cloud
• Desirable but not essential: Any MS Dynamics CRM experience
• Desirable but not essential: Working in an ISO27001 environment

You must have an appreciation for our team values:

• We respond with a positive, can-do attitude
• We take ownership
• We collaborate, communicate and enable each other
• We are innovators
• We make things scalable, repeatable and robust
• We digitalize and eliminate manual processes
• We care about data quality (a lot!)
• We always operate with integrity
• We celebrate quick wins and our success
• We have fun!

Why Us

Don’t just take our word for it - hear what your future colleagues have to say
about working in our team:

"As an Infrastructure Engineer, I am impressed by Dotdigital's focus on
innovation, positive work culture, and employee development, making it an
environment where I can continuously learn, contribute meaningfully, and
advance my career". ~ Kayode – Infrastructure Engineer

Interview Process

• 15min Screening Call with Team Talent
• 1 hour call with hiring manager
• 1 hour call with hiring manager and a member of the People Team

Some of Our Global Benefits

• Parental leave
• Medical benefits
• Paid sick leave
• Dotdigital day
• Share reward
• Wellbeing reward
• Wellbeing Days
• Loyalty reward

DEI commitment

As an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application then please don't hesitate to contact us and advise us how we can best support you.

Legal statement

No agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.