Junior Digital 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 have been building the world's most valuable brands for 50 years 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:

WPP is home to market-leading agency brands and more than 100,000 people committed to doing extraordinary work for our clients. No other company matches the breadth of our creative talent, the scale of our global presence, or the depth of our technology, data and AI capabilities.

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: 

•  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 independently 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 outcomes 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 agreed SLAs and follows defined processes as agreed 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 verbal communication skills and are comfortable explaining the cause of issues and how they are being resolved. You are comfortable liaising with client contacts of all levels of seniority. 
• Monitoring and reviews of SLA's, KPI's and individual ticket management 
• Software expertise – ServiceNow, JIRA, Confluence, Office 365, Smartsheets, MS Project 
• Coordinate timely communication of resolution of issues to Service Desk Manager 
• Respond to 1^st 2^nd,  3^rd line technical support issues, escalating where required to 3^rd 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 work experience with content management systems preferably Drupal, Umbraco  
• Day-to-day maintenance and update of the client's websites 
• Experience with CMS environment in editing and managing Web content 
• Possess 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 core 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 key stakeholders 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 CRM systems  
• Stay current with latest technology trends and hardware and software updates 

What you'll need:

• 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 essential  

• Basic understanding of incident, problem, change and release management processes  

• Experience with troubleshooting principles, methodologies, and issue resolution techniques  

• Highly self-motivated and directed  

• Good analytical and problem-solving abilities   

• Very strong customer service orientation   

• Excellent written, oral, interpersonal 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 polite  

• 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 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?

#LI-Hybrid 

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.