End User Services 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:

At WPP, technology is at the heart of everything we do, and it is the Technology Operations teams mission, as part of Enterprise Technology, to enable our stakeholders to collaborate, create and thrive. Enterprise Technology is undergoing a significant transformation to modernise ways of working, shift to cloud and micro-service-based architectures, drive automation, digitise colleague and client experiences and deliver insight from WPP’s petabytes of data.

As we continue on this transformation journey…. This role will carry out the effective and efficient everyday technology operations for WPP ET. A trusted pair of hands to deal with level 1 and 2 issues as they present to the IT Service Desk and a trusted resource for Infrastructure and Management personnel to assist with project work when needed. The role will report into the Enterprise Technology Operations Lead and work closely with other teams within Enterprise Technology.

This is a 100% on site role.

What you'll be doing:

Deliver world class, on-site support services to WPP employees, agencies, and visiting clients, operating within predefined structure, methodologies, and standards set by WPP ET

Provide on-site support to the WPP agencies

Provide remote support, as needed, to WPP agencies across the wider region

Ensure IT deskside operations and all standard technology services, including meeting room AV, are delivered and supported as needed

Develop excellent relationships with the business user base

Lead a customer-centred culture, championing activities to empower end users to get maximum utilization out of their technology tools

Educate the business on how to use the Enterprise Technology service and maximise benefits

Log all IT engagements into a ticketing system to ensure IT demand and performance data can be reported upon

Onboarding and offboarding of new and departing employees, including user account administration and asset management

Level 1 and 2 incident and problem management, including diagnosis, liaison with appropriate internal and external resources to drive resolution, and ticket management throughout the resolution process

Ensure security procedures are followed, and 3rd parties are monitored during service engagements

Act as the primary point of contact for AV support in meeting rooms within the Czechia WPP building

Assist users in setting up and troubleshooting AV equipment during meetings and events, ensuring a smooth user experience

Provide hands-on support with AV hardware and software, including video conferencing systems, projectors, microphones, and speakers

Conduct regular checks to ensure all AV equipment is functioning optimally

Maintain an inventory of AV equipment, coordinating with the IT team for repairs, replacements, and upgrades as necessary

Provide on-site AV support for both internal as well as external events, which may occasionally fall outside regular working hours

Maintaining IT/Service Desk knowledge base and standard procedures

Deployment of hardware and software to end users

Management and installation/removal of break/fix or warranty replacement of IT related equipment

IT asset procurement, inventory and Life cycle management

Work with all the IT functions within the Enterprise Technology operating model to ensure the needs of the business are fulfilled

Support WPP Global in promoting global standards and ensuring local implementation

Support other IT teams with IT changes and ensure support priorities are localised and executed to plan

Perform basic device troubleshooting including resetting devices, cable management, providing console access for 3rd level teams/partners as part of Incident break fix or scheduled changes

Facilitate and support refresh of local infrastructure (network and server)

Availability where necessary for out-of-hours support

Other duties as required

What you'll need:

3 – 5 years in an IT help desk / desk side support role

Strong cross-platform experience in Windows and Mac, along with working knowledge of AV technology

Excellent problem-solving skills

Can-do attitude

Someone that can empathize and communicate effectively with end users

Builds excellent relationships, based on trust and mutual respect

Excellent written and verbal communication skills

Able to manage time effectively and set priorities appropriately

Able to maintain professional demeanor under stress while remaining friendly and approachable to ensure a positive user experience

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?