GroupM is hiring a
Junior Digital Support Engineer

Summary

Join WPP, a global network of over 115,000 accomplished people in 110 countries, as a Digital Support Engineer to deliver support services across multiple stakeholders and troubleshoot applications and software for internal and external customers.

Requirements

• 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 necessary
• Basic understanding of incident, problem, change and release management processes
• Experience with troubleshooting standards, methodologies, and issue resolution techniques
• Highly self-motivated and directed
• Good analytical and problem-solving abilities
• Very strong customer service orientation
• Excellent written, oral, interactive 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 well mannered
• 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
• Should be willing to work in 24X7 support
• Should be comfortable with rotational shift
• Basic web development skills
• Experience working within customer service capacity e.g. sales assistant/advisor

Responsibilities

• Monitoring and reviews of SLA's, KPI's and individual ticket management
• Software expertise – ServiceNow, JIRA, Confluence, Office 365, Smartsheet's, MS Project
• Coordinate timely communication of resolution of issues to Service Desk Manager
• Respond to 1st 2nd, 3rd line technical support issues, escalating where required to 3rd 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 experience working with content management systems preferably Drupal, Umbraco
• Day-to-day maintenance and update of our client's websites
• Experience with CMS environment in editing and managing Web content
• Have 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 important 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 important partners 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 Customer Relationship Management (CRM) systems
• Ability to communicate technical information in a user-friendly way
• Attention to detail
• Well-presented and well mannered
• 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
• Should be willing to work in 24X7 support
• Should be comfortable with rotational shift
• Basic web development skills
• Experience working within customer service capacity e.g. sales assistant/advisor