Senior IT Support Specialist

A Hybrid working model

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 organization. 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.

Objectives of this Role

• Maintain Essential IT Operations: Ensure the stability and continuity of daily IT operations across operating systems, applications, laptops, desktops, email systems, security tools, and hardware infrastructure for Colombia-based and regional users.
• Drive Employee Productivity & Digital Experience: Enable faster, smarter business processes by delivering reliable, low-friction technical support that minimizes downtime and empowers teams to focus on their work.
• Serve as the Local Subject-Matter Expert: Act as the trusted on-the-ground technology reference, providing expert guidance on macOS, Windows, and enterprise software suites (Microsoft 365, Adobe, Google Workspace).
• Proactive Improvement & Security: Continuously identify vulnerabilities, evaluate new tools and processes, and contribute to business-critical IT initiatives that strengthen efficiency, reliability, and data security.
• Enable Smarter IT Practices: Contribute to the documentation of processes, support self-service knowledge bases, and assist with automating routine IT tasks to increase team capacity.

Key Responsibilities:

• Technical Support & Installation: Install, configure, support, and troubleshoot desktop and laptop workstations (macOS & Windows), software, printers, mobile devices, and peripherals for local and remote employees.
• System Maintenance & Upgrades: Implement operating system patches, software/application upgrades, and actively troubleshoot system performance issues before they impact operations.
• Ticket & Incident Management: Monitor and respond to help desk tickets with urgency, delivering Tier 1 & Tier 2 support through ITSM tools, escalating complex issues to regional senior teams with clear documentation of steps taken.
• Root Cause Analysis: Go beyond reactive fixes — perform root-cause analysis on recurring incidents to identify and implement permanent, systemic solutions.
• Asset & Inventory Management: Maintain accurate, up-to-date records of local IT hardware, software licenses, and equipment inventory. Oversee provisioning for new hires and equipment recovery during offboarding.
• User Access & Account Management: Manage user accounts, access permissions, and identity provisioning/deprovisioning across enterprise systems (Active Directory, Microsoft 365, Google Workspace).
• User Training & Enablement: Educate and coach employees on best practices for hardware, software, cybersecurity hygiene, and productivity tools.
• Security & Data Protection: Apply and uphold IT security policies, endpoint security protocols, and enterprise backup/recovery procedures. Maintain strict confidentiality of all sensitive company information.
• System Documentation & SOPs: Develop and maintain technical documentation, standard operating procedures, configuration logs, and self-service support resources.
• Vendor & Stakeholder Coordination: Coordinate with external vendors, ISPs, and internal departments to meet service agreements and ensure seamless technology operations.

Requirements & Qualifications:

Technical Skills & Experience:

• 3–4+ years of hands-on experience in IT Desktop Support, Technical Helpdesk, Systems Administration, or a similar IT support role.
• English Level: B1+ / B2 (Intermediate to Upper-Intermediate) — sufficient to communicate clearly and professionally with regional and global teams via email, chat, and calls.
• OS Expertise: Strong working knowledge of macOS and Windows 10/11, including installation, configuration, troubleshooting, and performance optimization.
• Enterprise Software: Proficient in supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Google Workspace, and standard productivity and collaboration tools.
• Identity & Access Management: Practical knowledge of user account management via Active Directory, Microsoft Entra ID (Azure AD), or equivalent IAM platforms.
• Networking: Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN configuration, Wi-Fi troubleshooting, and local network access management.
• Endpoint & Security Tools: Familiarity with endpoint management platforms (e.g., Jamf, Microsoft Intune), endpoint security tools, antivirus solutions, and enterprise backup/recovery procedures.
• ITSM & Remote Tools: Hands-on experience with IT ticketing platforms (e.g., ServiceNow, Jira, Zendesk) and remote desktop support tools.

Nice-to-Have / Pluses:

• Basic familiarity with creative software suites (e.g., Adobe Creative Cloud).
• Previous experience supporting teams in an advertising agency, media production, or creative studio environment.
• Basic understanding of shared storage network drives and cloud file-sharing tools.

Soft Skills & Competencies:

• Confidentiality & Integrity: Demonstrates absolute discretion in handling sensitive company and user data at all times.
• Customer Service Excellence: High empathy and patience, with a consistently approachable and respectful attitude — particularly when supporting non-technical staff.
• Communication Skills: Clear, concise verbal and written communicator in both Spanish and English, with the ability to translate complex technical concepts into simple, actionable guidance.
• Analytical Problem-Solving: Strong critical thinking and logical troubleshooting skills, focused on identifying root causes rather than surface-level fixes.
• Resilience Under Pressure: Ability to stay calm, effective, and focused when managing high-priority or simultaneous incidents in a fast-paced, creative environment.
• Prioritization & Escalation Judgment: Skilled at managing competing priorities and knowing when and how to escalate issues appropriately and efficiently.
• Collaboration & Independence: Proven ability to work autonomously on local tasks while actively contributing as a trusted member of a distributed, cross-functional regional team.
• Adaptability: Open to evolving workflows, new technologies, and changing business needs — a growth mindset is essential.

Qualifications:

• Bachelor's degree (or equivalent experience) in Computer Science, Information Technology, Systems Engineering, or a related field.
• Industry certifications are a strong plus, including: CompTIA A+, CompTIA Network+, ITIL 4 Foundation, Microsoft 365 Certified: Modern Desktop Administrator, Jamf Certified Associate/Admin, or Google IT Support Professional Certificate.
• Experience assisting with IT projects such as office hardware refreshes, system migrations, or new technology rollouts is a plus.