WPP Open L2 Support Engineer at WPP
Kuala Lumpur, KL, Malaysia -
Full Time


Start Date

Immediate

Expiry Date

12 May, 25

Salary

0.0

Posted On

13 Feb, 25

Experience

3 year(s) or above

Remote Job

No

Telecommute

No

Sponsor Visa

No

Skills

Communications, Commerce, Technology

Industry

Information Technology/IT

Description

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

Responsibilities
  • Provide first and second-line technical and application support to clients
  • Exhibit a composed and confident demeanour when working with clients experiencing issues
  • Investigate the causes of non-conforming software and train users to implement solutions
  • Monitor debugging process results
  • Perform thorough regression testing when bugs are resolved
  • Perform Level 1 and Level 2 support tasks, including executing user password resets as needed and processing access requests for approved applications
  • Maintain detailed notes related to each support ticket, documenting error messages, troubleshooting steps, and other important information for resolution purposes
  • Follow established runbook procedures to resolve user issues
  • Utilize established decision trees to escalate user issues to the appropriate team
  • Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs)
  • Collaborate with various internal teams to resolve issues promptly
  • Identify opportunities to enhance the process and/or customer experience
  • Contribute to maintaining a knowledge base of information to expedite resolution of future issues
  • Assist our client service team with generating client reports through the ticketing system
  • Maintain and update the support ticket tracking system
  • Maintain user instructions to ensure accuracy and relevancy
  • Manage personnel matters, including defining roles, recruiting, and working with operational leads to effectively onboard new team members
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