Production Support Engineer/ IT Support (MacOS)
WPP Production Chennai
- Location
- Mumbai Metropolitan Region
- Job type
- Full-time
Required skills
- Adobe Creative Cloud
- key performance indicators
- macOS
- Service Level Agreements
- technical support
- time management
About the role
Website:
wppproduction.com
Job details:
- Deploy and maintain new workstations
- Provide technical support for desktop issues
- Support VIP members of WPP Production.
- Assist users in the Joint Ventures, liaising with WPP team/IBM/Kyndryl Deskside support at WPP Production to ensure the site is fully supported.
- Document and update documentation on standard procedures.
- Escalate and formally report faults to specialist engineers (including third party support when required)
- Working with standard application suites and custom workflow tools at WPP Production (detailed below)
- Maintain meeting rooms’ A/V equipment’s
- Technical support for in-house agency facilities
- Adobe Creative Cloud support
- Microsoft Windows, Office 365 support
- Apple Device Support
- Monitor service management system activity and log / acknowledge incidents and service requests, allocating appropriate category and priority definitions
- Respond against defined Service Level Agreements and Key Performance Indicators and ensure that appropriate and timely responses are provided
- Complete first line investigation and diagnosis, updating incident records as necessary
- Carry out, and report on daily system health checks for all supported applications
- Triage incoming incidents and escalate problems to 2nd and 3rd line support teams, engaging external advisory and technical operations partners where necessary
- Resolve incidents and service requests and deliver appropriate, timely and accurate communications for internal use and for client distribution
- Participate in major incident events, adhering to defined best practice
- Review incidents and identify trends and underlying problems, ensuring that they are referenced, logged and tracked in appropriate systems
- Maintain the Knowledge Base, updating documentation where appropriate
- Weekend on-call coverage rota for Major Incidents (P1’s and P2’s)
- Good experience of Apple macOS support, hardware troubleshooting.
- An excellent working knowledge of technical support for desktop issues
- Effective problem solving, able to recognise root causes and identify ways to overcome them
- Good working knowledge of Adobe Creative Cloud
- Quick learning skills with information retention and a good technical aptitude/ability
- Confidence to deal professionally with staff at all levels in the organisation
- Service focused "can-do" attitude
- Excellent administration and organisation skills
- Excellent communication, interpersonal, team working and multi-task management skills along with time management
- Self-motivated with the ability to work autonomously but also to contribute as a team player
- Ability to communicate technical information in a user-friendly way
- Positive attitude towards problem solving and tight deadlines
- A commitment to service improvement with a customer focused attitude
- Apple Certified Support Professional (ACSP)
- Previous work experience within an advertising agency/postproduction facility
- Knowledge of media types and file formats
- Experience with transcoding technologies and workflows
- Understanding of Digital Asset Management practices
- ITIL V3 Foundation
- Knowledge of Font Management Systems
- Knowledge of JAMF Pro
- Knowledge of Apple Remote Desktop / Microsoft Remote Desktop
- Knowledge of Connectors (Video / Audio/ Networking/ Fibre)
Click on Apply to know more.
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