Associate - Onsite Tech Support

Publicis Groupe · Manila

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Company Description:

Publicis Re:Sources is the backbone of Publicis Groupe, the world’s most valuable agency group. We are the only full-service, end-to-end shared service organization in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients.

Formed in 1998 as a small team to service a few Publicis Groupe firms, Publicis Re:Sources has grown to 5,000+ employees in over 66 countries. We provide technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management.

We continually transform to keep pace with our ever-changing communications industry and thrive on a spirit of innovation felt around the globe. Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at.

Website

https://www.publicisresources.com

Main Purpose:

Provide IT technical support, by remote and/or onsite means, to the end user/customer community in the Publicis Groupe Agencies within the market.

This involves first level technical support of all matters of IT, including but not exclusive to, Desktop Services, Network & Wireless Infrastructure, File & Print Services, Applications and Messaging.

The role also involves assisting with the implementation of any initiatives or projects in line with Groupe strategy. 

The role requires an individual to not only be customer focused and to be able to work individually with the user/customer community, but also to work as part of a wider local & regional Resources IT team and interact and assist that team where and when required.

1. Installation, configuration & maintenance of local infrastructure (i.e. 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 expectation with regular & effective communication and updates.
5. Escalate severe incidents to Country IT manager/team lead and/or relevant regional functional lead.
6. Provide customer induction & training as and when required
7. Perform routine operational & administrative duties (e.g. ID provisioning, access control, back up & restore)
8. Assist & support Groupe initiatives/projects and operational matters as and when required.
9. Work closely with the Global Solution Centre (and other functional IT teams) on all day-to-day customer support matters.

Key duties:

1. React to issues in a controlled and professional manner
2. Communicate with the agency user community in non-IT language
3. Be discreet and maintain confidentiality when around, or have access to, sensitive information.
4. Ensure client pitch activity is supported to the highest standard
5. Investigate patiently about a user problem to better determine the solution
6. From time to time, may be required to work extended hours to achieve immediate business driven results

Experience & Knowledge

• Minimum 2 yrs of prior experience in Technical Support
• Working onsite in the Philippines office 5 days a week from 8am till 5pm
• 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
• Basic hardware/software troubleshooting
• Basic knowledge for networking
• Knowledgeable about IT asset inventory
• Familiar with ticketing systems and other IT support tools
• Excellent customer service experience.
• Ability to work under strict supervision.

Tools experience - Service Now, Jamf, LionHunt, File tracker, etc.

Attributes/behaviours

• Ability to analyse issues and provide solutions
• Ability to maintain an even temper and 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 organized with the ability to work with competing priorities and delivery within tight timeframes.

Personal & Team Accountabilities

Actively develop and maintain strong working relationships with all Re:Sources personnel both at a interpersonal level and across all business processes within the wider business environment.

Actively maintain communication and behaviour standards that foster a culture of strong customer and service excellence both within Re:Sources and across all customer and supplier organisations.

Health and Safety

• Undertake all work in a safe manner and follow all company and workplace health and safety procedures
• Identify new hazards and advise manager or workplace H&S representative/co-ordinator within 24 hours of identification.
• Report incidents and accidents to manager or workplace H&S representative/co-ordinator as soon as possible

1. Installation, configuration & maintenance of local infrastructure (i.e. 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 expectation with regular & effective communication and updates.
5. Escalate severe incidents to Country IT manager/team lead and/or relevant regional functional lead.
6. Provide customer induction & training as and when required
7. Perform routine operational & administrative duties (e.g. ID provisioning, access control, back up & restore)
8. Assist & support Groupe initiatives/projects and operational matters as and when required.
9. Work closely with the Global Solution Centre (and other functional IT teams) on all day-to-day customer support matters.

Key duties:

1. React to issues in a controlled and professional manner
2. Communicate with the agency user community in non-IT language
3. Be discreet and maintain confidentiality when around, or have access to, sensitive information.
4. Ensure client pitch activity is supported to the highest standard
5. Investigate patiently about a user problem to better determine the solution
6. From time to time, may be required to work extended hours to achieve immediate business driven results

Experience & Knowledge

• Minimum 2 yrs of prior experience in Technical Support
• Working onsite in the Philippines office 5 days a week from 8am till 5pm
• 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
• Basic hardware/software troubleshooting
• Basic knowledge for networking
• Knowledgeable about IT asset inventory
• Familiar with ticketing systems and other IT support tools
• Excellent customer service experience.
• Ability to work under strict supervision.

Tools experience - Service Now, Jamf, LionHunt, File tracker, etc.

Attributes/behaviours

• Ability to analyse issues and provide solutions
• Ability to maintain an even temper and 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 organized with the ability to work with competing priorities and delivery within tight timeframes.

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