IT Support Engineer

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 3 rd 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