Associate IT Local Support L2

Here's a breakdown of the IT Support role at Epsilon, a company at the core of Publicis Groupe:

Company Description

Positioned at Publicis Groupe's core, Epsilon is a leader in interaction management, empowering brands to transform ordinary customer experiences into meaningful, human experiences. Through a connected suite of products and services, Epsilon combines leading-edge identity management, industrial-strength data, and technology expertise with the acumen of big brands, gained over five decades of working with the industry's top names. Their human-powered, data-led marketing delivers unmatched depth, breadth, and scale to help brands turn meaningful human interactions into exceptional business outcomes.

Overview

This role involves a broad range of IT infrastructure support and management responsibilities. The individual will be hands-on with installation, configuration, and maintenance of local IT infrastructure, including desktops, servers, hardware, operating systems, software, telephony, and networking. A critical aspect of the role is to identify, analyze, troubleshoot, and resolve IT incidents and service requests within specified SLA timeframes.

Beyond technical tasks, the role requires providing support and direction to the IT Field Support team, ensuring adherence to operational processes (incident, request, change, problem management). The individual will also assist with ticket management, reporting, and SLA adherence in the IT Service Management tool (e.g., Service Now). Taking ownership of customer issues and escalations, actively engaging with the user community to understand needs, and collaborating with the IT Solution Centre and functional teams are key aspects. The role also involves supporting and leading Groupe initiatives, projects, and compliance/risk remediation work, as well as assisting the IT country manager with procurement and budget processes.

Responsibilities

• Installation, configuration & maintenance of local infrastructure: This includes desktops, servers, hardware, operating systems, software, telephony, and networking.
• Identify, analyze, troubleshoot & resolve IT incidents & service requests within specified agreed SLA timeframes.
• Provide support and direction for the IT Field support team and ensure adherence to correct operational processes and procedures (e.g., incident, request, change, problem management).
• Assist with ticket management, reporting & SLA adherence in the IT Service Management tool (e.g., Service Now).
• Take ownership of any issues/escalations raised by the agency customer community.
• Actively engage with the User community of all agencies to develop credibility, understand requirements, and anticipate needs.
• Work closely with the IT Solution Centre and functional teams to ensure an up-to-date understanding of the local IT environment and customer requirements.
• Support and, when necessary, take the lead on Groupe initiatives/projects and operational matters as and when required.
• Support and, when necessary, lead compliance and risk remediation work.
• Assist IT country manager, as required, with procurement and budget processes.

Qualifications

• Proven technology skills in:
• Microsoft (Active Directory, Office 365, MS Office)
• Apple
• Hardware management
• Networking