Technical Support Expert

IT Support Specialist

This role is ideal for individuals with a passion for technology and a desire to make a real impact in a dynamic environment.

You will be part of a collaborative team responsible for providing exceptional IT support to employees, agencies, and clients. Your primary goal will be to deliver reliable, modern technology solutions that meet the evolving needs of our organization.

Main Responsibilities:

• Deliver on-site IT support to WPP employees, agencies, and visiting clients, ensuring that all technical issues are resolved efficiently and effectively.
• Provide remote support to regional offices as needed, leveraging your expertise to troubleshoot complex technical issues.
• Maintain and support deskside operations and standard technology services, including meeting room AV, to ensure seamless collaboration and communication.
• Build strong relationships with business users, understanding their needs and delivering tailored support to empower them to achieve their goals.
• Educate users on IT services, policies, and best practices to promote a culture of innovation and excellence.
• Accurately log all IT engagements in the ticketing system for reporting and performance tracking, ensuring that all data is up-to-date and accurate.
• Manage onboarding and offboarding processes, including account administration and asset management, to streamline workflows and reduce administrative burdens.
• Resolve Level 1 and 2 incidents, collaborating with internal and external teams to ensure timely resolution and minimize downtime.
• Maintain security protocols and monitor third-party engagements to safeguard sensitive information and protect against potential threats.
• Escalate complex issues to Infrastructure or Management teams when required, working closely with stakeholders to resolve technical challenges.
• Support user and office relocations, hardware/software deployments, and warranty replacements to ensure a smooth transition and minimal disruption.
• Manage IT asset procurement, inventory, and lifecycle to optimize resources and maximize efficiency.
• Contribute to the Service Desk knowledge base and documentation, sharing your expertise and experience to benefit the wider team.
• Collaborate with global IT functions to implement standards and support local business needs, promoting a culture of innovation and excellence.
• Facilitate infrastructure refreshes and basic device troubleshooting to maintain a stable and secure technical environment.
• Support software licensing reviews and compliance activities to ensure adherence to industry regulations and standards.
• Be available for occasional out-of-hours support to provide critical assistance during times of need.
• Perform other duties as required to meet the evolving needs of the organization.

What We're Looking For:

• 3–5 years' experience in IT help desk or deskside support roles, with a proven track record of delivering exceptional service and support.
• A strong cross-platform expertise in Windows and Mac OS, with working knowledge of AV technology.
• Excellent problem-solving skills and a proactive, can-do attitude, with the ability to work independently and collaboratively as part of a team.
• Empathy and effective communication skills with diverse end-users, with the ability to build trust-based relationships and collaborate across teams.
• Strong written and verbal English communication skills (advanced level required), with the ability to articulate complex technical concepts in a clear and concise manner.
• Effective time management and prioritization abilities, with the capacity to handle multiple tasks and deadlines simultaneously.
• A professional, approachable demeanor under pressure, with the ability to remain calm and composed in fast-paced environments.

About Us:

We're an inclusive and collaborative organization that values diversity, creativity, and innovation. We're passionate about empowering our people to achieve their full potential, while making a positive impact in the world around us.

Benefits:

• A competitive salary and benefits package, designed to recognize and reward your hard work and dedication.
• The opportunity to work with a talented and diverse team, passionate about making a difference in the world.
• A comprehensive training program, designed to equip you with the skills and knowledge you need to succeed in your role.
• The chance to work on exciting and challenging projects, with the opportunity to learn and grow in a dynamic environment.
• A flexible and supportive work environment, with opportunities to balance work and personal life.