On-Site IT Field Engineer – Windows & Mac Support (London)

Company description: Publicis Groupe is one of the largest advertising agency holding companies in the world and a global leader in the fields of marketing, communications, and digital transformation. A Connecting Company for the Connected Age, Publicis Groupe delivers winning solutions for clients through the Power of One - driven by a common purpose, a powerful spirit, shared behaviours, great character and a relentless focus on our clients. Publicis Re:Sources is the backbone of Publicis Groupe. Re:Sources has grown to 5,000+ professionals servicing a network of prestigious agencies across the globe supporting 63+ markets. Re:Sources is Publicis Groupe's Shared Services Platform. We provide Publicis Groupe agencies with the business solutions, technology platforms and expertise they need to transform, innovate and increase productivity.

Overview: The Field Services Engineer will provide 1st and 2nd Line on-site support following Publicis Re:Sources UK IT operating procedures and processes.

Responsibilities:

• Configure, deploy, troubleshoot and support PCs and Macs to Publicis Re:Sources UK standards.
• Use remote solution Bomgar to apply software upgrades, system changes and amendments.
• Install, configure, and maintain hardware components as required.
• Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of these issues and classify their level, priority, and nature.
• Document procedures, standards, best practices configurations, settings, installation sequences and roll back instructions.
• Maintain computer, telephone and audio-visual equipment in the agency meeting rooms.
• Perform general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment according to Publicis Re:Sources UK standards.
• Provide ad-hoc basic IT user training as required.
• Review open calls (Incidents and Requests) and action them in order of priority.
• Update Incidents and Requests (within the ServiceNow Service Management tool) with relevant actions to keep the users and others informed of call progress.
• Escalate issues and involve other Field Service Engineers wherever required to resolve issues as quickly as possible.
• Ensure that assets are correctly updated and in the correct status in Service Now.
• Liaise with other teams when required to fix technical issues.
• Act as 1st and 2nd line on-site support for agency users. Liaise with Service Desk, Field Service Engineer Team, Service Delivery Managers, Infrastructure Team, 3rd Party vendors, Groupe IT Teams.

Qualifications:

• Minimum 1 year of experience in a similar position.
• Proficiency in English at a level that allows written and verbal communication with non-native users and technical support abroad.
• Good knowledge of Windows 7/10 technologies.
• Good knowledge of MS Office applications.
• Practical knowledge of basic concepts in computer networking.
• Knowledge of computer hardware operation and servicing.
• Focus on efficiently completing assigned tasks.
• Timely handling of requests.
• Willingness to continuously improve qualifications and personal development.
• Passion for IT, new technologies and a willingness to learn.
• Embraces creativity, innovation and is open to new ideas.
• Ability to clearly articulate solutions and suggestions to others.
• Works cooperatively and flexibly with other members of the team.
• Adapts well to and is energised by change whilst maintaining focus on key business goals and personal objectives.

Additional information:

This is a full-time, in-office position, Monday to Friday. Our main office is at the iconic Television Centre (TVC) in White City, London, and the role will also involve travel to our other offices in London. We are a Disability Confident Employer and are committed to providing a fair assessment process and are happy to discuss and explore reasonable adjustments during the hiring process. Publicis Groupe UK fosters an inclusive environment through our inspirational Employee Action Groups (EAGs). We have a comprehensive benefits offering. Our full health and lifestyle benefits package will be shared with you, when you join us. In addition to key benefits like Pension, Life Assurance, Income Protection and Private Medical, some of our other benefits are: Annual Leave (25 days plus 8 bank holidays), increasing after 5 years, by 1 day per additional service up to 30 days. Birthday Day Off that can be used in your birthday month and the opportunity to Buy or Sell Holiday at the start of each year. Flexible Bank Holidays, you can switch the 2 Easter bank holidays for other days of your choosing. Reflection Days for time away from work to focus on what works best for you. Work your World, after completion of one year, you have the opportunity to work anywhere in the world, where there is a Publicis Groupe office, for up to 6 weeks a year. Help@Hand, our lifestyle and wellbeing app that supports you and your family; 24/7 Helpline, Remote GPs, Medical or 2nd Opinion, Mental Health & Wellbeing, Physiotherapy, 1-2-1 Lifestyle Coaching, Nutritional Consultations, Savings & Discounts and lots more. Inclusive Policies to support you and your family including enhanced Family Leave, Disability, Carers, Transitioning at Work, Flexible Working, Menopause. Local discounts, restaurants & retailers in Westfield White City. Onsite Café with complimentary breakfast, a subsidised lunch menu, and an in-house barista.