Production Support Engineer IT Support MacOS

WPP Production Chennai; Mumbai; On-site; INR 400,000 - 900,000; Full time

Job summary

WPP Production Chennai is seeking an IT Helpdesk Analyst to deploy and maintain workstations, provide desktop support, and assist VIP members. You will coordinate with internal teams to ensure the Mumbai site is fully supported and maintain documentation of standard procedures.

The role requires strong macOS and Adobe Creative Cloud knowledge, excellent communication, and the ability to triage incidents, log data, and work with cross-functional partners to resolve issues quickly.

Qualifications

• Strong knowledge of macOS support and hardware diagnostics.
• Experience with Adobe Creative Cloud apps.
• Experience in advertising/postproduction facilities.
• Familiarity with ITIL processes.

Responsibilities

• Deploy and maintain new workstations.
• Provide technical support for desktop issues.
• Support VIP members of WPP Production.
• Assist users acrossJoint Ventures liaising with WPP/IBM/Kyndryl deskside teams.
• Document and update standard procedures.
• Escalate faults to specialist engineers and third-party support when required.
• Maintain meeting rooms’ AV equipment.
• Tech support for in-house agency facilities.
• Adobe Creative Cloud support.
• Microsoft Windows, Office 365 support.
• Apple device support.
• Log incidents in service management systems and monitor SLAs/KPIs.
• Perform first line investigations and diagnoses.
• Carry out daily system health checks for supported apps.
• Triage incidents and escalate to 2nd/3rd line as needed.
• Resolve incidents and communicate effectively to internal and client teams.
• Participate in major incident events and review trends.

Skills

Apple macOS support

Hardware troubleshooting

Adobe Creative Cloud

Windows / Office 365 support

ITIL awareness

Communication skills

Problem solving

Tools

JAMF Pro

Apple Remote Desktop

Microsoft Remote Desktop

Support ticket systems

Job description

Job Description:

• 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 elevate 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)

Requirements: