Associate Tech Support

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 5,000+ 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.

Job Description

Skills (must have)

• B.Tech or other graduation in Information and technology degree is must.
• MCP certification
• 24/7 environment support model.
• Minimum 1 year experience in information technology or technical support
• Good understanding of software/hardware platforms, OS, Network and voice infrastructure
• Working knowledge of security software options and functionality preferred
• Strong communication, interpersonal and analytical skills to effectively communicate with all levels of employees. Excellent multitasking skills.
• Familiarity with remote desktop applications and help desk software (eg. Bomgar)
• Ability to work in fast paced self-directed environment
• Extensive familiarity with Windows operating systems and MS Office products

Skills (good to have)

• ServiceNow knowledge
• Outstanding customer service skills and dedication to providing exceptional customer care
• Must be self-motivator and self-starter
• Exceptional listening and analytical skills
• Additional certification in Microsoft, Cisco or similar technologies is a plus

Responsibilities

• Taking ownership of customer issues reported and seeing problems through to resolution
• Asking customers specific questions for quickly understanding the root of problems
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure all issues are properly logged and tracked till closure.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge and updates in the form of IT/Customer notes in ticket.
• Prioritizing and managing several unresolved problems at the same time
• Communicating clients through various channels (e.g. phone, email, chat) until their technical issues get resolved

Qualifications

B.Tech or other graduation in Information and technology degree is must.

Additional Information

Good Communication

Should have good Interpersonal skills to look after customers.

Publicis Groupe Commitment to Diversity & Equity Policy:

Publicis Groupe is deeply committed to diversity and inclusion in spirit and in action at every level of the organization. It reflects our core values and embodies our purpose of building a great company enabling human potential. We have a deep-rooted appreciation for how diversity of thought drives innovation, and we ground that value in a culture of collaboration and connected thinking.

• Diversity & inclusion are business imperatives on which Publicis Groupe will not negotiate. While fostering a work environment that is inclusive of all talent is a collective responsibility, it is leadership’s job to nurture the career aspirations and goals of all our talent. Promoting gender equality starts at the top and the Groupe will not tolerate anyone speaking for our organization who does not value the importance of inclusion. Publicis Groupe works very hard to champion diversity and will continue to insist that each agency’s leadership be champions of both diversity and inclusion.
• Our Core values “ VIVA LA DIFFERENC’E is based on the very aspect of celebrating differences 
• Our strategy focuses on bringing together teams with diverse perspectives, disciplines, and experiences, because diversity of thought best serves our clients and their customers who they aspire to impact

Equal Employment Commitment:

1. We provide equal opportunities to all our employees and to all eligible applicants for employment in our company. We do not unfairly discriminate on any ground, including race, caste, religion, color, ancestry, marital status, gender, sexual orientation, age, nationality, ethnic origin, disability or any other category protected by applicable law.
2. When recruiting, developing and promoting our employees, our decisions will be based solely on performance, merit, competence and potential.
3. We shall have fair, transparent and clear employee policies which promote diversity and equality, in accordance with applicable law and other provisions of this Code. These policies shall provide for clear terms of employment, training, development and performance management.