Senior Associate, Onsite Tech Support

Publicis Re:Sources; Amsterdam; On-site; EUR 60,000 - 80,000; Full time

Job summary

Publicis Re:Sources in Amsterdam is seeking a Senior Field Service Engineer to provide advanced technical support and act as an escalation point for complex IT incidents on-site. You will ensure effective operation of IT services for end users in line with Group policies and IT service management best practices.

You will collaborate with IT, Network, GSO, and Application teams to resolve issues, optimise Service Desk workflows, and contribute to deployments, upgrades, and automation initiatives,

Qualifications

• 3–5 years in IT Service Desk or end-user support with escalation experience.
• Advanced skills in Windows 10/11, Microsoft 365, and enterprise collaboration tools.
• Strong LAN/networking fundamentals; able to resolve connectivity issues.

Responsibilities

• Troubleshoot and support workstations, devices, and LAN infrastructure.
• Act as an escalation point for complex IT issues.
• Collaborate with IT, Network, GSO, and Application teams for problem resolution.
• Optimise Service Desk processes, improve efficiency, and share knowledge.
• Monitor metrics, identify trends, and recommend preventive actions.
• Support IT projects, deployments, upgrades, and automation initiatives.
• Promote user education and help employees get the most out of IT tools.
• Participate in day-to-day field service operations alongside junior engineers.

Skills

Windows 10/11

Microsoft 365

Enterprise collaboration tools

LAN networking

Hardware troubleshooting

ITSM platforms

Tools

ServiceNow

Jira Service Management

Job description

Company Description

Publicis Re:Sources is at the core of Publicis Groupe, the world's largest communications company. We are the only full-service, end-to-end shared service organization in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients.

Formed in 1998 as a small team to service a few Publicis Groupe firms, Publicis Re:Sources has grown to 6,000+ employees in over 55 countries. We provide technology solutions and business services, including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management, information security, and global mobility — supporting 110,000+ employees across the Publicis Groupe network. Our people are at the center of everything we do, bringing curiosity, collaboration, and a commitment to excellence to their work every day.

Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at publicisresources.com.

Overview

The Senior Field Service Engineer is responsible for providing advanced technical support and serving as an escalation point for complex IT incidents. This on-site role in Amsterdam ensures the effective operation of IT services for end users, with all activities performed in accordance with Group policies, IT service management best practices, and compliance standards.

Responsibilities

• Troubleshoot and support workstations, devices, and LAN infrastructure
• Act as an escalation point for complex IT issues
• Collaborate with IT, Network, GSO, and Application teams for problem resolution
• Optimise Service Desk processes, improve efficiency, and share knowledge
• Monitor metrics, identify trends, and recommend preventive actions
• Support IT projects, deployments, upgrades, and automation initiatives
• Promote user education and help employees get the most out of IT tools
• Participate in day-to-day field service operations alongside junior engineers

Qualifications

• 3–5 years in IT Service Desk or end‑user support, with escalation experience
• Advanced expertise in Windows 10/11, Microsoft 365, and enterprise collaboration tools
• Strong LAN/networking fundamentals and ability to resolve connectivity issues
• Proven hardware troubleshooting and lifecycle management skills
• Hands‑on experience with ITSM platforms (ServiceNow, Jira SM, or similar)
• Strong English communication, confident with technical and non‑technical stakeholders

Additional Information

Why This Role is Exciting

• Hands-on, mid-senior level role with real impact on IT operations
• Work with international teams and cutting‑edge tools
• Lead by example through collaboration, problem‑solving, and expertise