Field Service Engineer

Publicis Groupe UK
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, bringing to life the Power of One offering. We are Publicis Groupe’s Shared Services Platform, and have grown to 5,000+ professionals supporting 63+ markets and servicing a network of prestigious agencies across the globe. We provide Publicis Groupe agencies with the business solutions, technology platforms and expertise they need to transform, innovate and increase productivity.

Overview

Provide 1st and 2nd Line on-site support following Publicis Re:Sources UK IT operating procedures and processes.

Responsibilities

• Provide L1 & L2 on-site support (PC and Mac) including:
  • 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 authorised 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.
• Ensure that operational processes are adhered to including Incident Management, Request Management, Major Incident Management, and Problem Management.
• Participate as required in agency integrations, technology projects and desk moves.
• Any other duties designated by the Field Services Team Leader.

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

Experience/Qualifications/Certifications

• General academic achievement GCSE/BTEC/A Level and/or equivalent in an IT discipline.
• Microsoft or Apple qualifications desirable but not essential.
• Hands-on experience with different desktop-based and networking technologies.
• Hands-on experience with different mobile technologies (Smartphones, tablets etc).

Knowledge

• Good working knowledge of Microsoft or Apple desktop products and Operating Systems.
• Working knowledge of Microsoft Office suite of products.
• Is aware of compliance and regulations as a framework for IT.

Skills (including technology)

• Desktop/laptop hardware technologies and common fault-finding techniques is desirable.
• Efficiently manages workload and projects within set timelines and to agreed budget, achieving set objectives.

Attributes/behaviours

• Passion for IT, new technologies and a willingness to learn.
• Embraces creativity, innovation and is open to new.
• 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

Our main office is located in the iconic Television Centre (TVC) at White City, 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.
• , 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.