Hogarth Worldwide Hiring for Digital Support Engineer at Chennai, Tamil Nadu, India Full Time

Job Description

Hogarth Worldwide is the world’s leading creative content production company. Born to make the best work brilliantly, we combine craft, insight and technology to bring creative work to life for many of the world’s most famous brands. A Hybrid working model Once offices are fully open we will be moving to a hybrid working model, which will allow our employees to split their time between the office and other locations, something we hope will provide everyone much more flexibility to their working week. The expectation is that working life at Hogarth will involve working from the office for about 50% of the time for most people. Please speak to the Talent Acquisition team to find out more information.
What does a Digital Support Engineer do at Hogarth? Based in Chennai but servicing a global client base, the 1st/2nd Line Digital Support Engineer role is to deliver support to end users in the organisation for our Web & App services and applications across sites, including end-user computing. You will receive all support requests through the service desk portal, to allow for centralised communications and enable tracking of all issues and statuses. This includes troubleshooting applications and software for all internal and external customers.
Reporting lines and key stakeholders We are looking for a passionate hands-on Digital Support Engineer to provide support services across multiple stakeholders, utilizing CMS tools and other open source platform tools. You will provide support for all fulfilment requirements for applications and perform technical troubleshooting for wide variety of web CMS applications. Skills / Requirements required

• Issue management. You can troubleshoot, provide resolution, log and correct information and escalate to the right level of support. The ideal candidate must be able to work both independently to help provide clarity to the issue and document commonalities of issues over time to enable creation of a knowledge base.
• Ownership and initiative. You can take accountability of issues that occur and be proactive in searching for potential problems with support from tech leadership. You ensure that we achieve excellent outcomes for our clients that are balanced with our own commercial needs. You can develop standards that meets business/user requirements, quality, security and accessibility standards.
• Service Compliance. You ensure that delivery meets agreed SLAs and follows defined processes as agreed with clients.
• Prioritisation. You are comfortable managing simultaneous requests and prioritising them correctly in line with SLAs, so that more critical issues are addressed first.
• Communication. You have excellent written and verbal communication skills, and are comfortable explaining the cause of issues and how they are being resolved. You are comfortable liaising with client contacts of all levels of seniority.

The Role:

• Monitoring and reviews of SLA’s, KPI’s and individual ticket management
• Software expertise – ServiceNow, JIRA, Confluence, Office 365, Smartsheets, MS Project
• Coordinate timely communication of resolution of issues to Service Desk Manager
• Respond to 1st 2nd, 3rd line technical support issues, escalating where required to 3rd line
• Basic of understanding of web markup language, specifically HTML5, CSS3
• Basic knowledge in responsive web templates, with a mobile-first approach
• Basic site builder experience working with content management systems preferably Drupal, Umbraco
• Day-to-day maintenance and update of the client’s websites
• Experience with CMS environment in editing and managing Web content
• Possess good understanding of page layouts
• Experience working on the master-local approach
• Experience in multi-lingual content management
• Ability to understand impact of content & image assets in the design layouts, across multiple device breakpoints
• Analyse the business requirement, brand guidelines, functional specifications from QA perspective.
• Hands-on QA person with core skills in manual testing including visual testing, brand guidelines verification, cross-browser / cross-platform compatibility testing, technical and functional testing of Digital Marketing products.
• Test fixes and perform post-resolution follow ups to ensure problems have been adequately resolved
• Track incident progress through to resolution, updating key stakeholders as necessary.
• Record, track and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Experience of responsive development.
• Experience of working in a decoupled environment and collaborating effectively with other third party agencies
• Basic knowledge of Content Management and CRM systems
• Stay current with latest technology trends and hardware and software updates

Requirements:

• College diploma or university degree in the field of computer science, information systems, and/or 1 year’s equivalent work experience
• Certifications in ITIL foundation v3 would be advantageous but not essential
• Basic understanding of incident, problem, change and release management processes
• Experience with troubleshooting principles, methodologies, and issue resolution techniques
• Highly self-motivated and directed
• Good analytical and problem-solving abilities
• Very strong customer service orientation
• Excellent written, oral, interpersonal and presentational skills
• Knowledge of media types and file formats
• Ability to communicate technical information in a user- friendly way
• Attention to detail
• Well-presented and polite
• Able to adapt to new working methods and practice technology advances
• Interest in advertising, post production and technology
• Previous work experience within an advertising agency/post production facility
• Experience of Incident Management
• Basic web development skills
• Experience working within customer service capacity e.g. sales assistant/advisor

Diversity and Inclusion

Hogarth is committed to diversity and inclusion, through our ideas, our people, how we behave and conduct ourselves. Creating a truly inclusive culture at all levels of the organisation that encourages different points of view, making Hogarth not only a better company and place to work but an environment where everyone experiences connection, opportunity and a sense of belonging.

Please contact careers@hogarthww.com if you need the job advert or form in another format.

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