Associate IT Local Support L2

Company Description Positioned at Publicis Groupes core, Epsilon is a leader in interaction management, empowering brands to transform ordinary customer experiences into meaningful, human experiences. Through a connected suite of products and services, Epsilon combines leading-edge identity management, industrial strength data and technology expertise with big brand acumen gained over five decades working with the industry s top brands. Our human-powered, data-led marketing delivers unmatched depth, breadth and scale to help brands turn meaningful human interactions into exceptional business outcomes. Overview a) Installation, configuration & maintenance of local infrastructure (i.e. desktop, server, hardware, OS, software, telephony & networking) b) Identify, analyse, troubleshoot & resolve IT incidents & service requests within specified agreed SLA timeframes c) Provide support, direction for the IT Field support team and ensure the correct operational (e.g. incident, request, change, problem management) processes and procedures are adhered to at all times d) Assist with ticket management, reporting & SLA adherence in the IT Service Management tool (e.g. Service Now) e) Take ownership of any issues/escalations raised by the agency customer community f) Actively engage with the User community of all agencies, to develop credibility, understand requirements and anticipate needs g) Work closely with the IT Solution Centre and functional teams to ensure an up to date understanding of local IT environment and customer requirements h) Support and, when necessary, take the lead on Groupe initiatives/projects and operational matters as and when required i) Support and, when necessary, lead compliance and risk remediation work j) Assist IT country manager, as required, with procurement and budget processes Qualifications Proven technology skills - Microsoft (AD, O365, MS Office), Apple, HW management, Networking