itGenius 🤓 Biz Tech Experts

Performance Marketing

• Collaborate with the growth leadership team on go-to-market strategies and individual campaign execution
• Manage end-to-end marketing campaigns (e.g. product launches, customer engagement, website refreshes)
• Use Asana for planning, deadlines, team coordination, and deliverable tracking
• Track and analyze KPIs to evaluate campaign effectiveness
• Prepare and present detailed reports on reach, engagement, conversion rates, and ROI
• Maintain consistent branding across all content and channels
• Align marketing materials with brand guidelines (website copy, blog posts, emails, social media)
• Co-develop and mentor the 'Attract Team'—our internal marketing team
• Oversee paid media budgets and implementation
• Partner with the sales team to enhance campaign performance through shared insights and tools

Marketing Campaign Manager

Support Engineer

• Act as the escalation point for complex support requests from the helpdesk and junior engineers
• Lead advanced troubleshooting across Windows, macOS, Linux, network equipment, cloud platforms (Google Workspace, Microsoft 365), and security systems
• Implement and manage automation scripts, system optimisations, and backend improvements
• Work directly with clients to scope and resolve business-critical issues and perform advanced diagnostics
• Review and improve documentation, SOPs, and internal knowledge base articles
• Mentor and support junior engineers through code reviews, shadowing, and coaching
• Assist with infrastructure and cloud deployments, migrations, and integrations
• Maintain high service levels and ensure ticket queues are managed proactively
• Collaborate with vendors and third-party providers to escalate and resolve service issues
• Contribute to project planning, execution, and post-implementation reviews
• Ensure asset and license management processes are followed accurately
• Participate in audits, compliance checks, and security initiatives
• Represent the support team in technical meetings and contribute to continuous improvement strategies

Senior Advanced Support Engineer

Chief of Staff

• Chief of Staff to the Founder, serving as strategic advisor and operational arm for the executive office
• Drive key initiatives from conception to completion, ensuring alignment with strategic priorities
• Facilitate alignment and communication across the leadership team
• Manage relationships with stakeholders, partners, and board members
• Provide operational oversight for the Director’s family office
• Prepare materials for Board meetings
• Serve as proxy for the Director in meetings, making decisions within an agreed-upon scope
• Improve existing processes and enhance organizational efficiency
• Oversee intellectual property matters and manage global mobility logistics
• Provide strategic input on the annual budget and financial oversight

Chief of Staff, EA/PA

• Provide prompt and effective technical support to customers via various channels (tickets, chat, calls) for common IT issues.
• Diagnose and resolve basic to common technical issues related to Google Workspace, IT infrastructure, and other supported products and services.
• Follow established troubleshooting procedures and best practices to ensure consistent and reliable solutions.
• Accurately identify when to escalate complex or unresolved issues to senior technical support consultants or other specialized teams, ensuring smooth handoffs.
• Deliver an "Amazon Prime of IT" customer experience by providing responsive, clear, and empathetic communication. Manage customer expectations effectively, providing timely updates and transparent explanations of technical issues and resolutions. Maintain a professional and courteous demeanor in all customer interactions. Ensure all customer interactions are accurately and thoroughly documented in the ticketing system.
• Actively participate in team meetings, discussions, and knowledge-sharing sessions. Proactively seek guidance and mentorship from senior technical support consultants and team leaders to enhance skills and knowledge. Contribute to the creation and maintenance of internal knowledge base articles, troubleshooting guides, and FAQs under supervision. Provide constructive feedback to peers and leadership to help improve team performance and processes.
• Adhere strictly to all company policies, procedures, and security protocols. Continuously learn and stay updated on new technologies, product features, and industry best practices relevant to itGenius's services. Proactively seek opportunities for professional development and skill enhancement, including completing assigned training modules.

Marketing Campaign Manager

Senior Advanced Support Engineer

Chief of Staff, EA/PA

Junior Technical Support