IT Support Engineer

WPP · Lisbon

Customer Supportposted 5mo ago

WPP is the trusted growth partner for the world’s leading brands.

We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth.

We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise.

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.

For more information, visit WPP.com.

Why we're hiring:

At WPP, technology is at the heart of everything we do, and it is the Technology Operations teams mission, as part of Enterprise Technology, to enable our stakeholders to collaborate, create and thrive. Enterprise Technology is undergoing a significant transformation to modernise ways of working, shift to cloud and micro-service-based architectures, drive automation, digitise colleague and client experiences and deliver insight from WPP’s petabytes of data.

This role will carry out the effective and efficient everyday technology operations for WPP ET. A trusted pair of hands to deal with level 1 and 2 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 Enterprise Technology Operations Lead and work closely with other teams within Enterprise Technology.

What you'll be doing:

Deliver world class, on-site support services to WPP employees, agencies, and visiting clients, operating within predefined structure, methodologies, and standards set by WPP ET
Provide on-site support to the WPP agencies located in Lisbon (100% onsite requirement)
Provide onsite support for additional locations which may require travel (where applicable)
Provide remote support, as needed, to WPP agencies across the wider region
Ensure IT deskside operations and all standard technology services, including meeting room AV, are delivered and supported as needed
Develop excellent relationships with the business user base
Lead a customer-centred culture, championing activities to empower end users to get maximum utilization out of their technology tools
Educate the business on how to use the Enterprise Technology service and maximise benefits
Log all IT engagements into a ticketing system to ensure IT demand and performance data can be reported upon
Onboarding and offboarding of new and departing employees, including user account administration and asset management
Level 1 and 2 incident and problem management, including diagnosis, liaison with appropriate internal and external resources to drive resolution, and ticket management throughout the resolution process
Ensure security procedures are followed, and 3rd parties are monitored during service engagements
Escalation of issues to Infrastructure and/or Management teams as required
Manage and support simple user and office relocations
Understanding of unique line-of-business technologies
Compiling, documenting, and maintaining Service Desk knowledge base and standard procedures
Deployment of hardware and software to end users
Management and installation/removal of break/fix or warranty replacement of IT related equipment
IT asset procurement, inventory and Life cycle management
Work with all the IT functions within the Enterprise Technology operating model to ensure the needs of the business are fulfilled
Support WPP Global in promoting global standards and ensuring local implementation
Support other IT teams with IT changes and ensure support priorities are localised and executed to plan
Escalation management and work with third-party suppliers to ensure operational services meet business requirements
Perform basic device troubleshooting including resetting devices, cable management, providing console access for 3rd level teams/partners as part of Incident break fix or scheduled changes
Perform/be accountable for infra testing pre/post deployment of changes through either Incidents or Projects; liaise with local application owners for additional testing
Facilitate and support refresh of local infrastructure (network and server)
Support the review of local licencing demand for software assets
Availability where necessary for out-of-hours support

What you'll need:

Experience in an IT help desk / desk side support role
Able to work 100% onsite
Strong cross-platform experience in Windows and Mac, along with working knowledge of AV technology
Excellent problem-solving skills
Can-do attitude
Someone that can empathize and communicate effectively with end users
Builds excellent relationships, based on trust and mutual respect
Excellent written and verbal communication skills in English and Portuguese
Able to manage time effectively and set priorities appropriately
Able to maintain professional demeanor under stress while remaining friendly and approachable to ensure a positive user experience

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

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.

Please read our Privacy Notice (https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment) for more information on how we process the information you provide.