IT Support Specialist

Why we're hiring:

We are looking for someone with the ability to work as part of a team in a fast moving and challenging environment.

Reporting to the IT Operations Manager, they will provide IT support for remote and onsite users in line with agreed procedures and expected support levels.

They will be willing to get their hands dirty and stretch themselves to get the job done.

What you'll be doing:

End User Support:

· Provide technology guidance to the End Users, following WPP standards.

· Work following WPP standards and processes and using only WPP approved tools.

· Handle defective HW (End user).

· Educate the business on how to use the IT service and maximise benefits.

· Educate the business about IT policies, procedures, security, and compliance.

· Performance issues: perform HW evaluation and suggest replacement if necessary (End user).

· Be responsible for the process of HW issues: check warnings, verify if the HW has a valid support contract, contact Service Providers and report correction measures, unavailability time for maintenance.

· Keep track on the End User devices, Network devices, Servers and Storage support contracts.

· Manage the devices under IT responsibility (Buffer Stock).

· Act as a bridge between facilities and our main provider for peripherals and cabling issues inside meeting rooms and raise tickets when necessary.

· Check physical network availability for new devices – ports on Switch. (hands and eyes)

· To understand and work in the local IT landscape i.e. key applications, assets, infrastructure, and services – know where there are problems / challenges and work with the IT providers to solve the issues.

· Provide support on new services / changes in existing services to the client.

· Work on escalation management and have direct access to Support 1st level and all other third-party suppliers to ensure operational services meet business requirements.

· Fill documentation and keep tickets up to date.

JML (Joiner, Move and Leavers):

1. Setup devices for user.

2. Transfer user files to new PC/Mac thru Microsoft OneDrive.

3. Guarantee that the correct applications are installed.

4. Guarantee that the correct drives and printers are mapped.

5. Guarantee that the correct permissions are set.

6. OneDrive / SharePoint guidance for new users.

7. Run machine clean-up following WPP policies for leavers.

8. Fill documentation and keep tickets up to date.

Others:

1. On demand activities as requested by WPP IT Managers.

2. To support the local implementation of the global IT programs.

3. Provide local input into global business initiatives.

4. Drive local delivery the IT transformation projects (End User Services, Network, Distributed).

5. Advise the functional leaders of WPP IT about opportunities to innovate and utilise technology effectively to cover business’ needs.

Who you'll be working with:

The IT Support Specialist will report to the IT Operations Manager and will support our colleagues in San Jose.

What you'll need:

· IT Degree Qualified.

· Knowledge/experience with:

o Windows, MacOS and Linux operating systems

o Google Workspace, O365 and other SaaS applications

o Active Directory

o Technical understanding of networking principles, implementation, and troubleshooting

o Technical understanding of security systems including firewall and VPN

· ITIL v3 or above certification desired

· English: intermediate to advanced level.

· Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.

· Ability to perform remote troubleshooting and provide clear instructions.

· Excellent problem-solving and multitasking skills.

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?