We have two positions in our London Office. The Field Services Engineer will provide 1st and 2nd Line on-site support following Publicis Re:Sources UK IT operating procedures and processes.

Key Responsibilities

  • Undertake L1 & L2 on-site support (PC and Mac) including:Configure, deploy, troubleshoot and support PCs and Macs to Re:Sources UK standardsUse remote resolution methodologies such as Altiris and Bomgar to apply software, upgrades, system changes and amendmentsInstall, configure and maintain hardware components as requiredDiagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of these issues and classify their level, priority and natureDocument procedures, standards, best practices configurations, settings, installation sequences and roll back instructionsMaintain computer, telephone and audio visual equipment in the agency meeting roomsPerform general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment according to Re:Sources UK standardsProvide ad-hoc basic IT user training as part of the desk side and telephone support processReview open calls (Incidents and Requests) and action them in order of priorityUpdate Incidents and Requests (within the ServiceNow Service Management tool) with relevant actions to keep the users and others informed of call progressEscalate issues and involve other Field Service Engineers wherever required in order to resolve issues as quickly as possibleEnsure 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
  • Business Compliance

    Ensure a sound understanding of, demonstrate commitment to & comply with all legislation & Publicis Groupe Policies (Janus) relevant to your role & all activities undertaken in that role.

    Personal & Team Accountabilities

    Actively develop and maintain strong working relationships with all Re:Sources personnel both at a interpersonal level and across all business processes within the wider business environment.

    Actively maintain communication and behaviour standards that foster a culture of strong customer and service excellence both within Re:Sources and across all customer and supplier organisations.

    Health and Safety

  • Undertake all work in a safe manner and follow all company and workplace health and safety procedures
  • Identify new hazards and advise manager or workplace H&S representative/co-ordinator within 24 hours of identification.
  • Report incidents and accidents to manager or workplace H&S representative/co-ordinator as soon as possible
  • Key Relationships (internal &/or external):

    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, Project Management Office (PMO), 3rd Party vendors, Group 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 (Smart phones, 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 activities. 
  • 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 ideas.
  • 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

    Publicis Groupe UK is a Disability Confident Employer.  As part of our dedication to create an inclusive and diverse workforce , we are committed to equal access to opportunity for people without regard to race, age, sex, disability, neurodiversity, sexual orientation, gender identity or religion. We are committed to providing reasonable adjustments for candidates with disabilities in our application process and are happy to discuss any reasonable adjustments individuals may require in the recruitment process, or once in post.

    As an employee, an array of benefits are offered. The learning opportunities are endless and you will be a part of a game-changing and world-class organisation that encourages outside-the-box thinking and empowerment to know that the world is your oyster when it comes to your career.