L1 Support Engineer #1 (Mexico) IRC299016

Role Purpose

As a Level 1 Support Engineer, you will serve as the critical frontline hero, delivering exceptional support services to our diverse customer base across the WPP Open Platform. You will join a dynamic global team of Application Support Specialists, acting as the initial point of contact and ensuring a seamless, positive experience for users in your region. This hands‑on role demands a proactive approach and an unwavering commitment to customer satisfaction. You will directly contribute to the platform’s stability and resilience by applying industry‑leading support practices aligned with WPP policies, reporting to the Support Team Lead, and collaborating extensively with other teams within Platform Services.

Key Responsibilities

• Champion First‑Line Support: Provide expert technical and application support, acting as the primary point of contact for platform users.
• Navigate Complex Issues with Confidence: Address user challenges with a confident and reassuring demeanor, guiding them through effective solutions.
• Diagnose and route: Triage tickets raised, resolving where possible, and routing to the correct resolving party where L2 support is required.
• Streamline Access Management: Efficiently execute Level 1 support tasks, including processing access requests for approved applications.
• Master Documentation: Meticulously document all support ticket details, including error messages, troubleshooting steps, and resolution information, to build a comprehensive knowledge base.

What we offer

• Exciting Projects : Work on market‑defining products using the latest technologies across all industries and sectors.
• Collaborative Environment : Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment, with opportunities to work globally.
• Work‑Life Balance : Flexible work schedules and a culture that prioritizes personal and professional balance.
• Professional Development : Dedicated Learning & Development initiatives, including English classes, professional certifications, and technical and soft‑skill trainings.
• Excellent Benefits : Competitive salaries, family medical insurance, extended paternity leave, annual performance bonuses, and referral bonuses.