Senior Associate, Onsite Tech Support

Company Description

Publicis Re:Sources is at the core of Publicis Groupe, the world's largest communications company. 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 6,000+ employees in over 55 countries. We provide technology solutions and business services, including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management, information security, and global mobility — supporting 110,000+ employees across the Publicis Groupe network. Our people are at the center of everything we do, bringing curiosity, collaboration, and a commitment to excellence to their work every day. 

 

Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at publicisresources.com.

Job Description

As a Senior Associate L1, Onsite Tech Support, you will provide high-quality, user-focused IT support to internal employees, ensuring the smooth operation of workplace technology and timely resolution of technical issues. In this role, you will act as an experienced point of contact for onsite support, helping users with hardware, software, peripherals, network access, and workplace IT equipment.You will be involved in diagnosing and resolving more complex incidents, supporting users both onsite and remotely, maintaining service standards, and collaborating with other IT teams when escalation is required. The role also includes contributing to knowledge sharing, updating technical documentation and SOPs, supporting process improvements, and helping less experienced team members in daily operational activities.

Responsibilities

• Provide first- and second-line IT support to internal users, including more complex incidents and service requests.
• Diagnose and resolve technical issues related to hardware, software, peripherals, network access, and workplace IT equipment.
• Support users onsite and remotely, ensuring clear communication and a customer-oriented approach.
• Install, maintain, and troubleshoot computer hardware and other IT equipment.
• Ensure ownership of assigned tickets and follow agreed service levels.
• Support users in the effective use of IT systems, tools, and equipment.
• Create, review, and update technical documentation, knowledge articles, and SOPs.
• Coordinate escalation of incidents to other IT teams where required.
• Share knowledge and support less experienced team members.
• Participate in local or regional IT initiatives, rollouts, and service improvement activities.
• Contribute to continuous improvement of onsite tech support processes.
• Perform additional tasks assigned by the Team Leader or Manager.

Qualifications

• 3–5 years of experience in IT support, onsite tech support, helpdesk, or a similar role.

• Very good knowledge of Windows 10/11 environments.
• Good working knowledge of macOS support.
• Practical experience with Microsoft Office and Microsoft 365 applications.
• Experience with Active Directory and user access management.
• Good understanding of computer networking concepts and troubleshooting.
• Strong knowledge of computer hardware operation, maintenance, and troubleshooting.
• Good command of English, both written and spoken, with the ability to support international users.
• Strong analytical and problem-solving skills.
• Excellent communication skills, with the ability to explain technical topics clearly to non-technical users.
• Ability to manage priorities, take ownership, and work independently.
• Strong sense of responsibility and customer-oriented mindset.
• Ability to work effectively as part of a team and support knowledge sharing.
• Willingness to continuously develop skills and improve ways of working.

Additional Information

Why This Role is Exciting

• Hands-on, mid-senior level role with real impact on IT operations

• Work with international teams and cutting-edge tools

• Lead by example through collaboration, problem-solving, and expertise