Production Support Engineer/ IT Support (MacOS)

About WPP Production

We are WPP Production - the unified global production company that brings together all of WPP's content producers, studios and craft experts into one connected organisation. We combine world-class human craft with next generation technology to originate, design, and deliver multi-channel content systems at scale. Built for borderless collaboration and powered by deep craft expertise, we are the production engine designed for today's always on, AI driven marketing world.

About WPP

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. For more information, visit WPP.com.

Production Support Engineer, Mumbai

About WPP Production

We are WPP Production - the unified global production company that brings together all of WPP's content producers, studios and craft experts into one connected organisation. We combine world-class human craft with next generation technology to originate, design, and deliver multi-channel content systems at scale. Built for borderless collaboration and powered by deep craft expertise, we are the production engine designed for today's always on, AI driven marketing world. WPP Production is part of WPP.

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

Role Overview

We are looking for a proactive and customer-focused Production Support Engineer to join our Technology team.

In this role, you will be responsible for providing first-line technical support to production teams, ensuring creative users have a stable, secure, and high-performing working environment. You will support both macOS and production workstations, troubleshoot technical issues, maintain production systems, and collaborate with internal and external support teams to resolve incidents efficiently.

This role requires strong technical troubleshooting skills, excellent communication, and the ability to thrive in a fast-paced production environment supporting creative and business-critical operations.

Key Roles & Responsibilities:

The primary function of the Production Support Engineer is to support production users and workstations, maintaining and troubleshooting systems as required, with the aim of providing a stable and fully functioning production environment, either onsite or remotely.

Specifically:

• 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

Additionally, provide first line support for WPP Production staff and clients that utilise WPP Production’s applications, ensuring concise and accurate logging and management of all incidents and requests reported to the online service desk. Ensure tickets are resolved to the highest quality within agreed service levels whilst meeting customer expectations. Resolve first line issues and use the appropriate escalation channels if unable to provide a fix.

• 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)

Required Qualifications & Experience

• 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

Desirable Experience:

• 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)

Why work here: At WPP Production, you’ll help shape the future of content production at a truly global scale. We bring together world-class talent, cutting-edge studios, and advanced technology to solve some of the most complex creative and production challenges in the industry. You’ll work in a collaborative, borderless environment where craft excellence is valued, innovation is encouraged, and AI and next-generation tools are used to amplify not replace human creativity. With access to diverse projects, global career opportunities, and the backing of WPP’s unmatched network, this is a place where you can grow your skills, make real impact, and create work that performs for every audience, across every channel, at every moment.

Inclusion and Impact 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.

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