Application Support Engineer

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, Nestlé, Mondelez and Dyson. With a breadth of experience across an extensive range of sectors, Hogarth offers the unrivalled ability to deliver relevant, engaging, and measurable content across all channels and media - both established and emerging.

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.

The Application Support Engineer will be working closely with the rest of global support team to provide first & second level support for our product suite & products from within WPP.

WHAT YOU'LL DO:

• Provide first & second level support to end users via email, chat, and ticketing system.
• Troubleshoot basic software, hardware, and logon issues.
• Guide users through known solutions using internal documentation.
• Escalate complex issues to the second-level team.
• Monitor ticket queues and ensure timely follow-up
• Document solutions and maintain knowledge base articles.
• Assist with user access management (e.g., AD, Okta, O365).
• Exposure to Okta or other identity platforms.
• Follow up with product management team and clients with status of specific issues.

WHAT YOU'LL NEED:

Qualifications

• A relevant bachelor's or master's degree from a reputed university
• Excellent in written and spoken English with strong communication skill.
• Willingness to work flexible shift to support a 24/5 operation.
• Genuine passion for helping end users and delivering an exceptional support experience
• Highly organized with strong problem-solving abilities.
• Ability to multitask and thrive in a fast-paced environment.
• Proactive problem-solver who goes beyond scripts to understand issues and deliver effective solutions
• Problem solving approach (this support team is there to solve problems, not just read a script rather to understand the script)

Work Experience

• Previous experience supporting international teams.
• Familiar with Fresh Service or other ticketing systems.
• Previous experience in working with Okta, Office 365, User Management systems like Active Directory, Index etc.

Hogarth Values

Heart and Soul:
We love what we do. We bring energy and enthusiasm to all our work. We push boundaries, we are never satisfied and always want to find a better way.

Hands on:
We don't wait for things to happen; we get on with it. We are pragmatic and don't have an ego. We do what it takes to get the job done to the highest standards.

Honest:
We are straightforward; we speak openly and clearly. We operate with integrity and live up to our promises.

Happy family:
We enjoy working together. We look out for our colleagues. We are an eclectic bunch. We want to work with people from many cultures and demand great things of each other. Even when things get tough, we don't lose perspective or our sense of humor.

Hungry:
We are an inquisitive community. We want to create an environment which inspires ourselves and others to be better. It is important to continuously challenge ourselves and our ways of working. We aim to provide staff with the opportunities to develop and learn.

Find out more at

Diversity & Inclusion

Hogarth 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 anonymization 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.

Data

We rely on legitimate interest as a legal basis for processing personal information under the GDPR for purposes of recruitment and applications for employment.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the job. As an Equal Opportunity Employer, GTB Agency, LLC. does not discriminate against applicants or employees because of age, race, color, religion, gender, sexual orientation, genetics, pregnancy-related status, veteran status, physical or mental disability where the individual is otherwise qualified, national or ethnic origin, or on any other basis were protected by local, state, or federal law.