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Support Engineer

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WPP

2mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Chennai
  • Quick Apply

AI generated summary

  • You need strong communication skills, Agile and ticket system experience, knowledge of SharePoint Online and Office 365, a proactive mindset, and a focus on customer satisfaction while managing tasks.
  • You will provide application support, perform root cause analysis, assist in user training, manage tickets, develop documentation, and liaise with project teams to enhance user experience.

Requirements

  • Excellent client facing, presentation, interpersonal and communication skills.
  • Experience with Agile, KanBan (and ticket systems aimed at those methods)
  • Understanding of development tools and related development methodologies (Agile, Waterfall, etc.)
  • Product experience with SharePoint Online, Office 365 services like MS PowerApps, MS Flow, etc.
  • Ability to quickly learn and understand new products, new IT systems and tools.
  • A proactive, “can do” (initiative), “flexible” mindset with a desire to help the team wherever the needs are (team player).
  • Desire to join a dynamic team and grow by learning and doing.
  • High focus on customer service and satisfaction.
  • Ability to work to deadlines and manage multiple concurrent tasks while maintaining attention to detail.

Responsibilities

  • Use and leverage Office365, ticket systems (Kanban, Jira etc.) to build provide business application support.
  • Performing root cause analysis where needed on various applications
  • Providing help, documentation and training for new application releases and services.
  • Actively participating in user acceptance testing
  • Building end user training materials
  • Help the team meet and exceed the support goals.
  • Work with project teams throughout the implementation process of new sites, applications, or dashboards; advise on best practices, create support guide documents, client guidelines, provide training and regular follow-ups.
  • Help Project teams define, build/configure all our products to high standards.
  • Assisting teams throughout the implementation process,
  • Contributing to the end user support portal
  • Develop a thorough understanding of user demands, usability and functional issues in your region. Consolidate and prioritize issues, relaying new requirements or change requests to the project team.
  • Become an expert end user of the applications within the local market. Develop in-depth and comprehensive knowledge of the functionality available, champion the products in the region.
  • Provide excellent client service to the user base in your region, actively working to provide solutions to business challenges.
  • Attempt to analyse the cause of all problems and either provide the End Users with a solution, workaround, or escalate the issue to global support.
  • Verify, manage, track and regularly communicate the status of issues reported between the user base in the region and the support team.
  • Actively participate in the evaluation and testing of new releases. Also work to engage and guide business users to test new releases of applications within the program.
  • Provide support for new releases and communicate new release information to the user base, providing training and end user documentation on new features.
  • Assist in building end user training materials (syllabus, handouts, FAQ’s, guides etc.) and regularly update end user documents, drawing on user feedback for the appropriate applications.
  • Contribute to applications end user support portal to facilitate knowledge sharing, extend support offered in other regions and enable end-users to become more self-reliant.

FAQs

What is the role of a Support Engineer at WPP?

The Support Engineer at WPP is responsible for supporting and facilitating applications and services related to media business flows in local markets, ensuring business continuity, and assisting local IT teams with customer-facing employees' IT needs.

What skills are essential for the Support Engineer position?

Essential skills include excellent client-facing, presentation, interpersonal, and communication skills, experience with Agile and Kanban methodologies, familiarity with SharePoint Online and Office 365 services, and a proactive, flexible mindset.

What tools and technologies will I work with as a Support Engineer?

You will work with Office 365, ticket systems like Jira and Kanban, MS PowerApps, MS Flow, and various media-related applications.

What kind of training and support will I be providing?

You will provide help, documentation, and training for new application releases and services, create end-user training materials, and assist users with their IT needs.

Will I have opportunities for growth within this role?

Yes, this position offers the opportunity to learn, grow, and take on dynamic challenges while being part of a collaborative and innovative team.

Is WPP committed to diversity and inclusion?

Yes, WPP is an equal opportunity employer that values diversity and inclusion, actively recruiting a diverse slate of candidates.

What is the expected work environment for this role?

The work environment is collaborative and inclusive, promoting extraordinary work and encouraging the exchange of ideas among team members.

How will my performance be evaluated?

Your performance will be evaluated based on your ability to meet and exceed support goals, provide excellent client service, and effectively contribute to the team and organization.

Are there opportunities to participate in testing new applications?

Yes, the role involves actively participating in user acceptance testing and evaluating new releases of applications.

What should I expect from the company culture at WPP?

You can expect a culture that is passionate, inspired, and focused on collaborative problem-solving, creativity, and fostering extraordinary work experiences.

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WPP

Marketing & Advertising
Industry
10,001+
Employees

Mission & Purpose

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients and communities.