Associate L2, IT Field Support

Company Description

PUBLICIS RE:SOURCES is an established and dynamic Shared Services Organization that provides Finance, Accounting, Payroll and IT Services to companies within the Publicis Groupe. Publicis Groupe, based in France, is the third largest communication group worldwide. The Groupe owns three of the top global advertising networks: Leo Burnett, Saatchi & Saatchi and Publicis. With PUBLICIS RE:SOURCES, you will have the opportunities to work with these interesting and creative media and advertising agencies and chart your career path with us. To support our expanding service offering, we are seeking candidates who are ambitious, high caliber and dynamic to join our team.

Job Description

a) Installation, configuration & maintenance of local infrastructure (i.e. desktop, server, hardware, OS, software, telephony & networking)

b) Identify, analyse, troubleshoot & resolve IT incidents & service requests within specified agreed SLA timeframes

c) Ensure the correct operational and change management processes and procedures are adhered to at all times

d) Manage customer expectation with regular & effective communication and updates.

e) Escalate severe incidents to Country IT manager/team lead and/or relevant regional functional lead.

f) Provide customer induction & training as and when required

g) Perform routine operational & administrative duties (e.g. ID provisioning, access control, back up & restore)

h) Assist & support Groupe initiatives/projects and operational matters as and when required.

i) Work closely with the Global Solution Centre (and other functional IT teams) on all day-to-day customer support matters.

Key duties:

a) React to issues in a controlled and professional manner

b) Communicate with the agency user community in non-IT language

c) Be discreet and maintain confidentiality when around, or have access to, sensitive information.

d) Ensure client pitch activity is supported to the highest standard

e) Investigate patiently about a user problem to better determine the solution

f) From time to time, may be required to work extended hours to achieve immediate business driven results

Qualifications

Experience & Knowledge

• Basic to intermediate knowledge of computer hardware fundamentals
• Ability to repair and replace hardware components
• Basic to intermediate understanding of various software packages and utilities for diagnostic, repair and technical issues for computer issues
• Basic to intermediate knowledge around software troubleshooting skills
• Good working knowledge of how to navigate systems and create reports when required

Attributes/behaviours

• Ability to analyse issues and provide solutions
• Ability to maintain an even temper, to repeat and explain information as necessary
• Strong attention to detail and ability to see tasks through to completion
• Good communication skills (written and oral)
• Independent, proactive & resilient
• Well organised with the ability to work with competing priorities and delivery within tight timeframes.
• Ability to work in a team environment and share information with new staff