End User Services Engineer

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.  

As we continue on this transformation journey….  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.

This is a 100% on site role.

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
• 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
• Act as the primary point of contact for AV support in meeting rooms within the Czechia WPP building
•  Assist users in setting up and troubleshooting AV equipment during meetings and events, ensuring a smooth user experience
• Provide hands-on support with AV hardware and software, including video conferencing systems, projectors, microphones, and speakers
• Conduct regular checks to ensure all AV equipment is functioning optimally
• Maintain an inventory of AV equipment, coordinating with the IT team for repairs, replacements, and upgrades as necessary
• Provide on-site AV support for both internal as well as external events, which may occasionally fall outside regular working hours
• Maintaining IT/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
•  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
• Facilitate and support refresh of local infrastructure (network and server)
• Availability where necessary for out-of-hours support
• Other duties as required

What you'll need:

• 3 – 5 years in an IT help desk / desk side support role
• 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
• 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: