Senior Associate IT Support
GurugramFull-time4–7 yrsPosted 3 months ago
Mid-level IT support role at Publicis Groupe (incl. Publicis Sapient) in Gurugram. Needs 4+ years and a B.Tech, B.E. or B.Sc.
About the role
Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at publicisresources.com Overview Technical Support with ownership for L1 operations, escalation handling, SLA performance, quality governance, process adherence, team enablement and AI-enabled service improvement through automation, ticket intelligence and knowledge management.
What you'll do
- Working knowledge of Active Directory, Azure Active Directory / Microsoft Entra ID, account lifecycle management, MFA, SSO
- Proven experience working with ITSM tools such as ServiceNow, including queue management, ticket documentation, SLA tracking and escalation handling
- Working knowledge of AI-enabled IT support use cases such as ticket categorisation, routing, summarisation, response drafting
- Willingness to work in shifts and support global operations as required
- Exposure to access governance, risk controls, audit evidence preparation and compliance-driven operational processes
What you need
- Active Directory
- ITIL
- ServiceNow
- Office 365
- Windows
- Hardware
Good to have
- SOP writing
- IAM
- LLMs
- Power Automate
- Power BI
- Azure