Junior Digital Support Engineer

WPP is the 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 accomplished people in 110 countries. We create transformative ideas and outcomes for its clients through an integrated offer of communications, experience, commerce, and technology. WPP and our award-winning agencies work with most of the world's biggest companies and organisations – from Ford, Unilever and P&G to Google, HSBC, and the UN. Our clients include 61 of the FTSE 100, 325 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100.

WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide. We are quoted on the London Stock Exchange and the New York Stock Exchange. Key performance indicators for WPP (2020) include Billings of £46.9bn and Revenue of £12bn.

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Why we're hiring:

Digital Support Engineer role is to deliver support to end users in the organization for our Web & App services and applications across sites, including end-user computing. You will receive all support requests through the service desk portal, to allow for centralized communications and enable tracking of all issues and statuses. This includes troubleshooting applications and software for all internal and external customers.

We are looking for a passionate hands-on Digital Support Engineer to provide support services across multiple stakeholders, utilizing CMS tools and other open source platform tools. You will provide support for all fulfilment requirements for applications and perform technical troubleshooting for wide variety of web CMS applications.

What you'll be doing:

• Monitoring and reviews of SLA's, KPI's and individual ticket management
• Software expertise – ServiceNow, JIRA, Confluence, Office 365, Smartsheet's, MS Project
• Coordinate timely communication of resolution of issues to Service Desk Manager
• Respond to 1st 2nd, 3rd line technical support issues, escalating where required to 3rd line
• Basic of understanding of web markup language, specifically HTML5, CSS3
• Basic knowledge in responsive web templates, with a mobile-first approach
• Basic site builder experience working with content management systems preferably Drupal, Umbraco
• Day-to-day maintenance and update of our client's websites
• Experience with CMS environment in editing and managing Web content
• have good understanding of page layouts
• Experience working on the master-local approach
• Experience in multi-lingual content management
• Ability to understand impact of content & image assets in the design layouts, across multiple device breakpoints
• Analyse the business requirement, brand guidelines, functional specifications from QA perspective.
• Hands-on QA person with important skills in manual testing including visual testing, brand guidelines verification, cross-browser / cross-platform compatibility testing, technical and functional testing of Digital Marketing products.
• Test fixes and perform post-resolution follow ups to ensure problems have been adequately resolved
• Track incident progress through to resolution, updating important partners as necessary. 
• Record, track and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Experience of responsive development.
• Experience of working in a decoupled environment and collaborating effectively with other third-party agencies
• Basic knowledge of Content Management and Customer Relationship Management (CRM) systems
• Stay current with latest technology trends and hardware and software updates

What you'll need:  

• Issue management. You can troubleshoot, provide resolution, log and correct information and escalate to the right level of support. The ideal candidate must be able to work both single-handedly to help provide clarity to the issue and document commonalities of issues over time to enable creation of a knowledge base.
• Ownership and initiative. You can take accountability of issues that occur and be proactive in searching for potential problems with support from tech leadership. You ensure that we achieve excellent results for our clients that are balanced with our own commercial needs. You can develop standards that meets business/user requirements, quality, security and accessibility standards.
• Service Compliance. You ensure that delivery meets accepted SLAs and follows defined processes as accepted with clients.
• Prioritisation. You are comfortable managing simultaneous requests and prioritising them correctly in line with SLAs, so that more critical issues are addressed first.
• Communication. You have excellent written and excellent verbal communication skills, and are comfortable explaining the cause of issues and how they are being resolved. You are comfortable partnering with client contacts of all levels of seniority.

Requirements:

• College diploma or university degree in the field of computer science, information systems, and/or 1 year’s equivalent work experience
• Certifications in ITIL foundation v3 would be advantageous but not necessary
• Basic understanding of incident, problem, change and release management processes
• Experience with troubleshooting standards, methodologies, and issue resolution techniques
• Highly self-motivated and directed
• Good analytical and problem-solving abilities
• Very strong customer service orientation
• Excellent written, oral, interactive and presentational skills
• Knowledge of media types and file formats
• Ability to communicate technical information in a user- friendly way
• Attention to detail
• Well-presented and well mannered
• Able to adapt to new working methods and practice technology advances
• Interest in advertising, post production and technology
• Previous work experience within an advertising agency/post production facility
• Experience of Incident Management
• Basic web development skills
• Experience working within customer service capacity e.g. sales assistant/advisor

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 accepting: of 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 promote a culture of people that 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?

WPP is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability. We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal.

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