Senior IT Support Engineer

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.

Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow. 

Why we're hiring:

"WPP is at the forefront of the marketing and advertising industry's largest transformation. Our Global CIO is leading a significant evolution of our Enterprise Technology capabilities, bringing together over 2,500 technology professionals into an integrated global team. This team will play a crucial role in enabling the ongoing transformation of our agencies and functions."

As we continue this journey. This role will perform the effective and efficient everyday operations WPP IT. A reliable pair of hands to deal with level 2 and 3 issues as they present to the IT Service Desk and a trusted resource for Infrastructure and Management personnel to assist with project work when needed. The role will report into the IT Service Lead in Melbourne and work closely with other teams within IT.

What you'll be doing:

• Provide on-site/remote support to the WPP agencies located in Gurgaon, Haryana, India
• Ensure IT deskside operations and all standard technology services including AV are delivered as needed
• Develop excellent relationships with key internal stakeholders (HR, Finance and Admin)
  • Lead a customer-centred culture, championing activities to empower end users to get maximum utilization of IT, including organising training programmes and the appointment super-users in relevant technology spaces
  • Educate the business on how to use the IT service and maximise benefits
  • Educate the business about IT policies, procedures, security, and compliance
• Provide remote support, as needed, to WPP agencies APAC.
• Onboarding and offboarding of new and departing employees, including user account administration.
• Level 2 and 3 incident and problem management, including diagnosis, liaison with appropriate internal and external resources to drive resolution, and stakeholder management throughout the resolution process
• Escalation of issues to Infrastructure and/or Management teams as needed
• Manage simple user and office relocations
• Supervise and assist with deployment of new hardware and software to end users
• Subject Matter Expert for unique line-of-business technologies
• Compiling, documenting, and maintaining Service Desk knowledge base and standard procedures
• IT asset management inventory
• IT asset procurement and Life cycle management and support the business drive down IT costs.
• To establish strong relationships with all the IT functions within the WPP IT operating model to ensure the needs of their location are fulfilled
  • Support WPP Global in promoting global standards and ensuring local implementation
  • Support other IT teams with IT changes and ensure global infrastructure/ OpCo programmes are localised and executed to plan.
• Support local IT compliance activities
• Own escalation management and have direct access all third-party suppliers to ensure operational services meet business requirements.
• Availability where necessary for out-of-hours support
• Other duties as needed

What you'll need:

• 5+ years in an IT help desk / desk side support role
• Cross-platform experience in Windows and Mac
• Can-do attitude
• Someone that can empathise and communicate effectively with end users
• Knows how and when to engage management, when needed
• Builds excellent relationships, based on trust and mutual respect
• Excellent written and verbal communication skills
• Able to work with minimal direct supervision
• Able to manage time effectively and set priorities appropriately
• Able to maintain professional demeanour under stress

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we've adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.