Senior IT Support Specialist

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.

A Hybrid working model

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we've adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

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 Worksp