{"id":954393,"url":"https://alion.io/job/wpp-production-production-support-engineer-it-support-macos","title":"Production Support Engineer/ IT Support (MacOS)","company":{"id":687669,"name":"WPP Production","domain":"wppproduction.com","url":"https://alion.io/company/wppproduction","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":77,"open_postings":31,"ghost_share":0,"stale_share":0.903,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-09-26T05:45:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"GDPR","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-08-12T11:05:58Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-09-27T02:38:25Z","board_verified":true,"closed_at":null,"days_open":45,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":45},"description":"About WPP Production\nWe 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.\nAbout WPP\nWPP 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.\nProduction Support Engineer, Mumbai\nAbout WPP Production\nWe 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. WPP Production is part of WPP.\nWPP 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\nRole Overview\nWe are looking for a proactive and customer-focused Production Support Engineer to join our Technology team.\nIn 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.\nThis 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.\nKey Roles & Responsibilities:\nThe 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.\nSpecifically:\nDeploy and maintain new workstations\nProvide technical support for desktop issues\nSupport VIP members of WPP Production.\nAssist users in the Joint Ventures, liaising with WPP team/IBM/Kyndryl Deskside support at WPP Production to ensure the site is fully supported.\nDocument and update documentation on standard procedures.\nEscalate and formally report faults to specialist engineers (including third party support when required)\nWorking with standard application suites and custom workflow tools at WPP Production (detailed below)\nMaintain meeting rooms’ A/V equipment’s\nTechnical support for in-house agency facilities\nAdobe Creative Cloud support\nMicrosoft Windows, Office 365 support\nApple Device Support\nAdditionally, 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.\nMonitor service management system activity and log / acknowledge incidents and service requests, allocating appropriate category and priority definitions\nRespond against defined Service Level Agreements and Key Performance Indicators and ensure that appropriate and timely responses are provided\nComplete first line investigation and diagnosis, updating incident records as necessary\nCarry out, and report on daily system health checks for all supported applications\nTriage incoming incidents and escalate problems to 2nd and 3rd line support teams, engaging external advisory and technical operations partners where necessary\nResolve incidents and service requests and deliver appropriate, timely and accurate communications for internal use and for client distribution\nParticipate in major incident events, adhering to defined best practice\nReview incidents and identify trends and underlying problems, ensuring that they are referenced, logged and tracked in appropriate systems\nMaintain the Knowledge Base, updating documentation where appropriate\nWeekend on-call coverage rota for Major Incidents (P1’s and P2’s)\nRequired Qualifications & Experience\nGood experience of Apple macOS support, hardware troubleshooting. \nAn excellent working knowledge of technical support for desktop issues\nEffective problem solving, able to recognise root causes and identify ways to overcome them\nGood working knowledge of Adobe Creative Cloud\nQuick learning skills with information retention and a good technical aptitude/ability\nConfidence to deal professionally with staff at all levels in the organisation\nService focused \"can-do\" attitude\nExcellent administration and organisation skills\nExcellent communication, interpersonal, team working and multi-task management skills along with time management\nSelf-motivated with the ability to work autonomously but also to contribute as a team player\nAbility to communicate technical information in a user-friendly way\nPositive attitude towards problem solving and tight deadlines\nA commitment to service improvement with a customer focused attitude\nDesirable Experience:\nApple Certified Support Professional (ACSP)\nPrevious work experience within an advertising agency/postproduction facility\nKnowledge of media types and file formats\nExperience with transcoding technologies and workflows\nUnderstanding of Digital Asset Management practices\nITIL V3 Foundation\nKnowledge of Font Management Systems\nKnowledge of JAMF Pro\nKnowledge of Apple Remote Desktop / Microsoft Remote Desktop\nKnowledge of Connectors (Video / Audio/ Networking/ Fibre)\nWhy work here: \n At WPP Production, you’ll help shape the future of content production at a truly global scale. We bring together world-class talent, cutting-edge studios, and advanced technology to solve some of the most complex creative and production challenges in the industry. You’ll work in a collaborative, borderless environment where craft excellence is valued, innovation is encouraged, and AI and next-generation tools are used to amplify not replace human creativity. With access to diverse projects, global career opportunities, and the backing of WPP’s unmatched network, this is a place where you can grow your skills, make real impact, and create work that performs for every audience, across every channel, at every moment.\nInclusion and Impact \nWPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.\n\nData\nWe 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 WPP Production. Before you do this, we think it's a good idea to read through our Privacy statement.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.\nPlease contact  if you need the job advert or form in another format.","description_format":"text","description_chars":8220,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Media & Entertainment","Content Creation"],"lifecycle":[{"event":"open","at":"2026-09-16T03:46:47Z"}],"liveness":{"score":16,"band":"cold","label":"Long shot","p_open":1,"p_active":0.357,"p_room":0.44,"age_days":44,"expected_fill_days":32,"reasons":["conf:1","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-09-26T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/wpp-production-production-support-engineer-it-support-macos","json_url":"https://alion.io/job/wpp-production-production-support-engineer-it-support-macos.json","meta":{"generated_at":"2026-09-27T03:00:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2760,"day_limit":5000,"remaining_today":2240,"minute_limit":60,"resets_at":"2026-09-28T00:00:00Z"}}}