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

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