Technical & end-user IT support - Associate L1

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

 

Role Summary

We are looking for an Associate L1 – Tech Support to provide first-level technical support for end-user systems, desktops, laptops, mobile devices, and network-related issues. The ideal candidate should have hands-on experience in Windows and Mac OS troubleshooting, MS Office support, email configuration, hardware support, and IT service management processes. This role requires strong customer service skills, effective communication, and the ability to work in a dynamic, service-oriented environment while ensuring adherence to IT security standards and SLA commitments.

 

key Responsibilities

Provide Level 1 technical support for Windows and Mac operating systems.

• Troubleshoot desktop, laptop, printer, and peripheral hardware issues.

• Configure and support Microsoft Outlook, email clients, and Microsoft Office applications. • Perform installation, configuration, backup, and restoration of Windows File Servers.

• Troubleshoot Android and iOS mobile devices, email, and business applications.

• Handle VPN connectivity, remote desktop support, and basic network troubleshooting.

• Manage incidents and service requests while ensuring SLA compliance.

• Escalate unresolved issues through the appropriate escalation matrix.

• Coordinate with IT vendors for warranty support and service call logging.

• Install, configure, and troubleshoot network printers and multifunction devices (MFDs).

• Maintain IT asset inventory, equipment movement, and documentation.

• Support patch management activities and antivirus troubleshooting.

• Follow information security policies and ensure compliance with organizational standards. • Deliver high-quality customer service and technical assistance to end users. 

 

Technical Skills

• Strong knowledge of Windows and Mac OS troubleshooting.

• Hands-on experience with Microsoft Office Suite and Microsoft Outlook.

• Experience in email configuration and troubleshooting.

• Knowledge of Windows File Server administration, backup, and restoration.

• Basic networking concepts, VPN, and remote support tools.

• Experience supporting Android and iOS devices.

• Knowledge of ticketing systems, incident management, and SLA processes.

• Experience with IT asset and inventory management.

• Understanding of patch management and antivirus troubleshooting.

• Ability to troubleshoot and install network MFD printers.

 

Professional Skills

• Excellent written and verbal communication skills. 

• Strong customer service orientation with a focus on service excellence.

• Ability to work effectively in remote and hybrid support environments.

• Energetic, proactive, and team-oriented mindset.

• Strong analytical and problem-solving abilities.

• Awareness of information security policies and compliance requirements. 

 

Qualification

• Bachelor’s degree in computer science, Information Systems, Engineering, or a related discipline.

• Minimum 1.5 years of experience in IT Support, Desktop Support, or Technical Support.