Description
C9H
Requirements
Role Purpose: As a L1 Support Engineer, you will be a critical frontline hero,
delivering exceptional support services to our diverse customer base across the
WPP Open Platform. You will join a dynamic global team of Application Support
Specialists, serving as the initial point of contact and ensuring a seamless, positive
experience for users in your region. This high-visibility, hands-on role demands a
proactive approach and an unwavering commitment to customer satisfaction. You
will directly contribute to the platform’s stability and resilience by applying industry-
leading support practices, meticulously aligned with WPP policies. You will report to
the Support Team Lead and collaborate extensively with other teams within Platform
Services.
Key Responsibilities:
Champion First-Line Support: Provide expert technical and application
support, acting as the primary point of contact for platform users.
Navigate Complex Issues with Confidence: Address user challenges with a
confident and reassuring demeanour, guiding them through effective
solutions.
Diagnose and route: Triage tickets raised, resolving where possible, and
routing to the correct resolving party where L2 support is required.
Streamline Access Management: Efficiently execute Level 1 support tasks,
including processing access requests for approved applications.
Master Documentation: Meticulously document all support ticket details,
including error messages, troubleshooting steps, and resolution information,
to build a comprehensive knowledge base.
Adhere to Best Practices: Diligently follow established procedures to ensure
consistent and effective resolution of user issues.
Strategic Escalation: Utilize decision trees to accurately and swiftly escalate
complex user issues to specialized teams.
Drive Performance: Ensure strict compliance with Service Level Agreements
(SLAs) and Key Performance Indicators (KPIs).
Foster Collaboration: Engage proactively with various internal teams to
ensure prompt and efficient issue resolution.
Innovate and Optimize: Proactively identify and propose opportunities for
continuous process enhancement and elevated customer experience.
Empower Self-Service: Actively contribute to the development and
maintenance of a robust knowledge base, significantly expediting future issue
resolutions.
Support Client Reporting: Assist the client service team in generating
insightful client reports leveraging the ticketing system.
Maintain System Integrity: Keep the support ticket tracking system
meticulously updated.
Educate Users: Ensure user instructions are consistently updated, accurate,
and relevant.
Skills & Experience:
Essential Skills:
Clear Communication: Superior ability to translate complex technical
information into clear, understandable language for non-technical users.
Web Technologies Foundation: Basic understanding of HTML, CSS,
JavaScript, and core web concepts.
Support Tool Proficiency: Familiarity with leading customer support ticketing
systems such as Zendesk, Jira Service Desk, Intercom, or Service-Now.
Operating System Acumen: Good understanding of various operating
systems (Windows, Linux, MacOS).
Database Fundamentals: Basic understanding of SQL.
Exceptional Problem-Solving: Proven ability to effectively troubleshoot and
resolve common technical problems.
Job responsibilities
Role Purpose: As a L1 Support Engineer, you will be a critical frontline hero,
delivering exceptional support services to our diverse customer base across the
WPP Open Platform. You will join a dynamic global team of Application Support
Specialists, serving as the initial point of contact and ensuring a seamless, positive
experience for users in your region. This high-visibility, hands-on role demands a
proactive approach and an unwavering commitment to customer satisfaction. You
will directly contribute to the platform’s stability and resilience by applying industry-
leading support practices, meticulously aligned with WPP policies. You will report to
the Support Team Lead and collaborate extensively with other teams within Platform
Services.
Key Responsibilities:
Champion First-Line Support: Provide expert technical and application
support, acting as the primary point of contact for platform users.
Navigate Complex Issues with Confidence: Address user challenges with a
confident and reassuring demeanour, guiding them through effective
solutions.
Diagnose and route: Triage tickets raised, resolving where possible, and
routing to the correct resolving party where L2 support is required.
Streamline Access Management: Efficiently execute Level 1 support tasks,
including processing access requests for approved applications.
Master Documentation: Meticulously document all support ticket details,
including error messages, troubleshooting steps, and resolution information,
to build a comprehensive knowledge base.
Adhere to Best Practices: Diligently follow established procedures to ensure
consistent and effective resolution of user issues.
Strategic Escalation: Utilize decision trees to accurately and swiftly escalate
complex user issues to specialized teams.
Drive Performance: Ensure strict compliance with Service Level Agreements
(SLAs) and Key Performance Indicators (KPIs).
Foster Collaboration: Engage proactively with various internal teams to
ensure prompt and efficient issue resolution.
Innovate and Optimize: Proactively identify and propose opportunities for
continuous process enhancement and elevated customer experience.
Empower Self-Service: Actively contribute to the development and
maintenance of a robust knowledge base, significantly expediting future issue
resolutions.
Support Client Reporting: Assist the client service team in generating
insightful client reports leveraging the ticketing system.
Maintain System Integrity: Keep the support ticket tracking system
meticulously updated.
Educate Users: Ensure user instructions are consistently updated, accurate,
and relevant.
Skills & Experience:
Essential Skills:
Clear Communication: Superior ability to translate complex technical
information into clear, understandable language for non-technical users.
Web Technologies Foundation: Basic understanding of HTML, CSS,
JavaScript, and core web concepts.
Support Tool Proficiency: Familiarity with leading customer support ticketing
systems such as Zendesk, Jira Service Desk, Intercom, or Service-Now.
Operating System Acumen: Good understanding of various operating
systems (Windows, Linux, MacOS).
Database Fundamentals: Basic understanding of SQL.
Exceptional Problem-Solving: Proven ability to effectively troubleshoot and
resolve common technical problems.
What we offer
Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.
Collaborative Environment:Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance:GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules.We offer you the best quality of work life so that you exceed the expectations of our clients, while achieving your professional and personal ambitions.
Professional Development:Our dedicated Learning & Development team regularly organizes English classes, professional certifications, and technical and soft skill trainings. We also offer the chance to travel internationally
Excellent Benefits:We provide our employees with competitive salaries, family medical insurance, extended paternity leave, annual performance bonuses, and referral bonuses.
About GlobalLogic
GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.
