Job Description

Hogarth is the Global Content Experience Company. Part of WPP, Hogarth partners with one in every two of the world\'s top 100 brands including Coca-Cola, Ford, Rolex, Nestl\xc3\xa9, Mondelez and Dyson. With a breadth of experience across an extensive range of sectors, Hogarth offers the unrivaled ability to deliver relevant, engaging, and measurable content across all channels and media - both established and emerging.The number of channels at our fingertips; the need for speed; and the drive for mass personalisation, all mean that brands need different solutions.Our global team of over 6,000 craft and technology experts brings together creative, production and innovation to help clients navigate this exciting and ever-changing world of today\'s content experience.he 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 workstationsProvide technical support for desktop issuesSupport VIP members of HogarthAssist users in the Joint Ventures, liaising with IBM Deskside support at Hogarth to ensure the site isfully supportedDocument and update documentation on standard proceduresEscalate and formally report faults to specialist engineers (including third party support whenrequired)Working with standard application suites and custom workflow tools at Hogarth (detailed below)Maintain meeting rooms\' A/V equipmentTechnical support for in-house agency facilitiesAdobe Creative Cloud supportMicrosoft Office supportAdditionally, provide first line support for Hogarth staff and clients that utilise Hogarth\'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 definitionsRespond against defined Service Level Agreements and Key Performance Indicators and ensure that appropriate and timely responses are providedComplete first line investigation and diagnosis, updating incident records as necessaryCarry out, and report on daily system health checks for all supported applicationsTriage incoming incidents and escalate problems to 2nd and 3rd line support teams, engaging external advisory and technical operations partners where necessaryResolve incidents and service requests and deliver appropriate, timely and accurate communications for internal use and for client distributionParticipate in major incident events, adhering to defined best practiceReview incidents and identify trends and underlying problems, ensuring that they arereferenced, logged and tracked in appropriate systemsMaintain the Knowledge Base, updating documentation where appropriateWeekend on-call coverage rota for Major Incidents (P1\'s and P2\'s)Qualifications and ExperienceGood experience of macOS supportAn excellent working knowledge of technical support for desktop issuesEffective problem solving, able to recognise root causes and identify ways toovercome themGood working knowledge of Adobe Creative CloudQuick learning skills with information retention and a good technical aptitude/abilityConfidence to deal professionally with staff at all levels in the organisationService focused "can-do" attitudeExcellent administration and organisation skillsExcellent communication, interpersonal, team working and multi-task managementskills along with time managementSelf-motivated with the ability to work autonomously but also to contribute as ateam playerAbility to communicate technical information in a user-friendly wayPositive attitude towards problem solving and tight deadlinesA commitment to service improvement with a customer focused attitudeDesirable ExperiencePrevious work experience within an advertising agency/postproduction facilityKnowledge of media types and file formatsExperience with transcoding technologies and workflowsUnderstanding of Digital Asset Management practicesITIL V3 FoundationKnowledge of Font Management SystemsKnowledge of JAMF ProKnowledge of Apple Remote Desktop / Microsoft Remote Desktop and of Connectors(Video / Audio/ Networking/ Fibre)Apple Certified Support Professional (ACSP)Diversity & InclusionHogarth is an equal-opportunity employer. That means we believe in creating a truly inclusive culture that values diversity, equity and inclusion for everyone through our ideas, our people, how we behave and how we conduct ourselves. We strive to recruit people from diverse backgrounds and support them to achieve long-term success. This not only makes Hogarth a better company and place to work, but an environment where everyone can give their point of view, experience connection, enjoy opportunity and feel a sense of belonging.We welcome applications from everyone, regardless of race, ethnicity, religion or belief, gender, gender identity, age, national origin, marital status, military veteran status, genetic information, sexual orientation, or physical or mental disability. As part of our commitment to making our hiring processes as equitable as possible, we are currently rolling out a policy which ensures that hiring managers review CVs only after they have been processed through an automated anonymisation system. This aims to ensure that all candidates are considered for interview based solely on their experience and what they can bring to the role. The solution, provided by MeVitae, scans and redacts CVs to reduce potential reviewer bias.Please contact if you need the job advert or form in another format.DataWe rely on legitimate interest as a legal basis for processing personal information under the GDPR for purposes of recruitment and applications for employment.When you click the "Submit Application" button at the bottom of this page, this will send all the information you have added to Hogarth WW. Before you do this, we think it\'s a good idea to read through our Privacy . This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.

Hogarth Worldwide