Job Description
Company description Re:Sources is the backbone of Publicis Groupe, the world’s third-largest communications group. Formed in 1998 as a small team to service a few Publicis Groupe firms, Re:Sources has grown to 4,000+ people servicing a global network of prestigious advertising, public relations, media, healthcare and digital marketing agencies. We provide technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management to help Publicis Groupe agencies do what they do best: create and innovate for their clients. In addition to providing essential, everyday services to our agencies, Re:Sources develops and implements platforms, applications and tools to enhance productivity, encourage collaboration and enable professional and personal development. We continually transform to keep pace with our ever-changing communications industry and thrive on a spirit of innovation felt around the globe. With our support, Publicis Groupe agencies continue to create and deliver award-winning campaigns for their clients. Overview We are seeking a skilled and customer-oriented Onsite Tech Support Senior Associate to provide Level 2 and Level 3 technical support in both on-site (field) and remote environments. This role is responsible for troubleshooting hardware, software, and connectivity issues, supporting critical users, and contributing to IT infrastructure stability and improvement initiatives. The ideal candidate is hands-on, proactive, and experienced in enterprise environments, with strong problem-solving and communication skills. Responsibilities Technical Support Provide on-site (field) and remote technical support for hardware, software, and connectivity issues. Resolve Level 2 and Level 3 incidents, including performing root cause analysis. Deliver white-glove support to VIP users and critical workstations. Hardware & Software Administration Install, configure, and maintain PCs, laptops, printers, and other peripherals. Support and maintain Windows and macOS operating systems. Install and troubleshoot corporate tools and business applications. Infrastructure & Network Support Provide basic support for LAN, WAN, and Wi-Fi networks. Troubleshoot and support network devices such as switches and access points. Incident & Service Management Manage, track, and document incidents and service requests using ServiceNow. Ensure adherence to SLAs and internal IT processes. Projects & Continuous Improvement Participate in IT deployments, system migrations, and hardware refresh initiatives. Assist in implementing process improvements and best practices. Documentation & Knowledge Sharing Document technical procedures, resolutions, and create troubleshooting guides. Maintain accurate and updated technical documentation. Collaboration Coordinate with external vendors and internal IT teams (infrastructure, security, and applications) to resolve complex issues. Qualifications Education Degree or technical certification in Systems, IT, or related fields. 3+ years of experience in IT support, preferably in corporate environments. Proven experience in on-site / field support roles. Skills English fluency level B2+ or above is required. Operating Systems: Windows 10/11, macOS. Microsoft 365 suite. Networking fundamentals: TCP/IP, DHCP, DNS, basic VPN. Corporate hardware (Dell, HP, Lenovo or similar). Service Now / ticketing tools. Information security basics (antivirus, encryption, backups). Additional information Strong analytical and problem-solving skills. High customer and service orientation. Autonomy and decision-making capability. Strong organizational skills and ability to keep tasks on track. Ability to work under pressure and manage multiple incidents. Clear and effective communication. Teamwork and collaborative mindset. Proactivity and continuous improvement orientation.
Education Degree or technical certification in Systems, IT, or related fields. 3+ years of experience in IT support, preferably in corporate environments. Proven experience in on-site / field support roles. Skills English fluency level B2+ or above is required. Operating Systems: Windows 10/11, macOS. Microsoft 365 suite. Networking fundamentals: TCP/IP, DHCP, DNS, basic VPN. Corporate hardware (Dell, HP, Lenovo or similar). Service Now / ticketing tools. Information security basics (antivirus, encryption, backups).
Technical Support Provide on-site (field) and remote technical support for hardware, software, and connectivity issues. Resolve Level 2 and Level 3 incidents, including performing root cause analysis. Deliver white-glove support to VIP users and critical workstations. Hardware & Software Administration Install, configure, and maintain PCs, laptops, printers, and other peripherals. Support and maintain Windows and macOS operating systems. Install and troubleshoot corporate tools and business applications. Infrastructure & Network Support Provide basic support for LAN, WAN, and Wi-Fi networks. Troubleshoot and support network devices such as switches and access points. Incident & Service Management Manage, track, and document incidents and service requests using ServiceNow. Ensure adherence to SLAs and internal IT processes. Projects & Continuous Improvement Participate in IT deployments, system migrations, and hardware refresh initiatives. Assist in implementing process improvements and best practices. Documentation & Knowledge Sharing Document technical procedures, resolutions, and create troubleshooting guides. Maintain accurate and updated technical documentation. Collaboration Coordinate with external vendors and internal IT teams (infrastructure, security, and applications) to resolve complex issues.