Technical Support Specialist
4 weeks ago
Job Overview
As a Technical Support Specialist at Publicis Groupe Agency, you will be responsible for providing first-level technical support to our end-user community. This involves troubleshooting and resolving IT incidents and service requests in a timely and efficient manner.
Key Responsibilities
- Installation, configuration, and maintenance of local infrastructure, including desktop, server, hardware, OS, software, telephony, and networking
- Identify, analyze, troubleshoot, and resolve IT incidents and service requests within specified SLA timeframes
- Ensure adherence to operational and change management processes and procedures
- Manage customer expectations through regular and effective communication and updates
- Escalate severe incidents to the Country IT manager/team lead and/or relevant regional functional lead
- Provide customer induction and training as required
- Perform routine operational and administrative duties, such as ID provisioning, access control, backup, and restore
- Assist and support Groupe initiatives and projects as required
Requirements
- Basic to intermediate knowledge of computer hardware fundamentals
- Ability to repair and replace hardware components
- Basic to intermediate understanding of various software packages and utilities for diagnostic, repair, and technical issues
- Basic to intermediate knowledge of software troubleshooting skills
- Good working knowledge of navigating systems and creating reports when required
Attributes and Behaviours
- Ability to analyze issues and provide solutions
- Ability to maintain an even temper and repeat and explain information as necessary
- Strong attention to detail and ability to see tasks through to completion
- Good communication skills (written and oral)
- Independent, proactive, and resilient
- Well-organized with the ability to work with competing priorities and deliver within tight timeframes
- Ability to work in a team environment and share information with new staff
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