Desktop Support Engineer

About the role

WPP Production is seeking a Desktop Support Engineer to deliver reliable, professional technical assistance to end‑users in a fast‑paced corporate environment. The role focuses on Level 1 support for both macOS and Windows devices, handling hardware, software, connectivity and access issues.

Key responsibilities

• Provide Level 1 support via service desk, phone, email, chat and in‑person, troubleshooting hardware, OS, applications and network connectivity.
• Configure, deploy, maintain and replace laptops, desktops, monitors, printers, mobile devices and other IT equipment.
• Support common business applications such as Microsoft 365, collaboration tools, browsers, VPN clients and creative software.
• Assist with Wi‑Fi, VPN, basic network troubleshooting, authentication, MFA and account issues.
• Manage incidents and service requests in the ITSM ticketing platform, documenting resolutions and escalating complex cases.
• Support onboarding/offboarding, device management, software deployments, OS updates and IT asset management.
• Provide assistance for meeting rooms, video‑conferencing and other workplace technologies.

Required profile

• Previous experience in IT support, desktop support or service desk roles.
• Practical knowledge of macOS and Windows operating systems and standard troubleshooting techniques.
• Familiarity with Microsoft 365, networking basics (TCP/IP, DNS, DHCP, Wi‑Fi, VPN) and user access management.
• Experience with ITSM/ticketing systems and strong problem‑solving abilities.
• Degree, diploma or equivalent experience in IT or related field; relevant certifications are a plus.

Required skills

• macOS and Windows OS support
• Microsoft 365 and collaboration tools
• Basic networking (TCP/IP, DNS, DHCP, Wi‑Fi, VPN)
• User account, authentication and MFA management
• ITSM/ticketing platform usage
• Device management tools (Jamf Pro, Intune, Kandji, Mosyle)
• Microsoft Entra ID / Active Directory
• Adobe Creative Cloud support
• iPhone and iPad support
• ITIL Foundation knowledge (optional)