Senior Associate IT Support

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

• 4–7 yrs of experience
• Active Directory
• ITIL
• ServiceNow
• Office 365
• Windows
• Hardware
• B.Tech or B.E. or B.Sc or BCA

Good to have

• SOP writing
• IAM
• LLMs
• Power Automate
• Power BI
• Azure