Associate - Onsite Tech Support

Overview

Provide IT technical support, by remote and/or onsite means, to the end user/customer community in the Publicis Groupe Agencies within the market. The role includes first‑level technical support of all IT matters, including Desktop Services, Network & Wireless Infrastructure, File & Print Services, Applications and Messaging. It also involves assisting with the implementation of initiatives or projects, and working with a local and regional Resources IT team.

Responsibilities

1. Installation, configuration & maintenance of local infrastructure (desktop, server, hardware, OS, software, telephony & networking)
2. Identify, analyse, troubleshoot & resolve IT incidents & service requests within specified agreed SLA timeframes
3. Ensure the correct operational and change‑management processes and procedures are adhered to at all times
4. Manage customer expectations with regular & effective communication and updates