Associate - Onsite Tech Support

Publicis Groupe ANZ; Manila; On-site; PHP 279,000 - 446,400; Full time

Job summary

A leading marketing and communications agency located in Metro Manila is seeking an IT Technical Support professional. The ideal candidate will have a minimum of 2 years of experience providing technical support. Responsibilities include installation and maintenance of local infrastructure, troubleshooting IT incidents, and providing customer training. The role necessitates working onsite from 8am to 5pm, ensuring excellent customer service and communication throughout. Familiarity with tools like ServiceNow is essential.

Qualifications

• Minimum 2 years of prior experience in Technical Support.
• Working onsite in the Philippines office 5 days a week from 8am until 5pm.
• Basic to intermediate knowledge of computer hardware fundamentals.

Responsibilities

• Installation, configuration & maintenance of local infrastructure.
• Identify, analyze, troubleshoot & resolve IT incidents.
• Provide customer induction & training as required.

Skills

Problem-solving

Customer service

Communication skills

Technical support

Attention to detail

Tools

ServiceNow

Jamf

LionHunt

File tracker

Job description

Overview

Provide IT technical support, by remote and/or onsite means, to the end user/customer community in the Publicis Groupe Agencies within the market. The role includes first‑level technical support of all IT matters, including Desktop Services, Network & Wireless Infrastructure, File & Print Services, Applications and Messaging. It also involves assisting with the implementation of initiatives or projects, and working with a local and regional Resources IT team.

Responsibilities

1. Installation, configuration & maintenance of local infrastructure (desktop, server, hardware, OS, software, telephony & networking)
2. Identify, analyse, troubleshoot & resolve IT incidents & service requests within specified agreed SLA timeframes
3. Ensure the correct operational and change‑management processes and procedures are adhered to at all times
4. Manage customer expectations with regular & effective communication and updates
5. Escalate severe incidents to Country IT manager/team lead and/or relevant regional functional lead
6. Provide customer induction & training as and when required
7. Perform routine operational & administrative duties (ID provisioning, access control, backup & restore)
8. Assist & support Group initiatives/projects and operational matters as and when required
9. Work closely with the Global Solution Centre (and other functional IT teams) on all day‑to‑day customer support matters

Key Duties

1. React to issues in a controlled and professional manner
2. Communicate with the agency user community in non‑IT language
3. Be discreet and maintain confidentiality when around, or have access to, sensitive information
4. Ensure client pitch activity is supported to the highest standard
5. Investigate patiently a user problem to better determine the solution
6. From time to time, may be required to work extended hours to achieve immediate business‑driven results

Qualifications

Experience & Knowledge

• Minimum 2 yrs of prior experience in Technical Support
• Working onsite in the Philippines office 5 days a week from 8am until 5pm
• 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 for computer issues
• Basic to intermediate knowledge around software troubleshooting skills
• Good working knowledge of how to navigate systems and create reports when required
• Basic hardware/software troubleshooting
• Basic knowledge for networking
• Knowledgeable about IT asset inventory
• Familiar with ticketing systems and other IT support tools
• Excellent customer service experience
• Ability to work under strict supervision

Tools experience – ServiceNow, Jamf, LionHunt, File tracker, etc.

Attributes / Behaviours

• Ability to analyse 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 & resilient
• Well organized with the ability to work with competing priorities and deliver within tight timeframes