{"id":3724041,"url":"https://alion.io/job/publicis-groupe-senior-associate-it-support","title":"Senior Associate IT Support","company":{"id":46462,"name":"Publicis Groupe","domain":"publicisgroupe.com","url":"https://alion.io/company/publicisgroupe","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":52,"ghost_share":0,"stale_share":0,"repost_share":0.058,"time_to_fill_p50_days":14,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Power Automate","optional":false},{"name":"Power BI","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-04T04:13:58Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-11T19:38:16Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Company Description\nPublicis Re:Sources is at the core of Publicis Groupe, the world's largest communications company. We are the only full-service, end-to-end shared service organization in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients.\nFormed in 1998 as a small team to service a few Publicis Groupe firms, Publicis Re:Sources has grown to 6,000+ employees in over 55 countries. We provide technology solutions and business services, including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management, information security, and global mobility - supporting 110,000+ employees across the Publicis Groupe network. Our people are at the center of everything we do, bringing curiosity, collaboration, and a commitment to excellence to their work every day.\nLearn more about Publicis Re:Sources and the Publicis Groupe agencies we support at publicisresources.com\nOverview\nTechnical 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.\nResponsibilities\nBachelor's degree in Information Technology, Computer Science, Engineering, or related field.\n4+ years of experience in IT Service Desk, Technical Support, ID Provisioning, Identity & Access Management or related IT operations.\nStrong hands-on understanding of Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Exchange Online and standard enterprise collaboration tools.\nWorking knowledge of Active Directory, Azure Active Directory / Microsoft Entra ID, account lifecycle management, MFA, SSO, mailbox support and access governance processes.\nBasic understanding of Artificial Intelligence (AI) and Generative AI tools, including their business applications, benefits, limitations, and associated security, privacy, and compliance considerations.\nProven experience working with ITSM tools such as ServiceNow, including queue management, ticket documentation, SLA tracking and escalation handling.\nAbility to troubleshoot hardware, software, email, network connectivity, VPN, remote access, printer, application and account-related issues.\nStrong understanding of onboarding, offboarding, transfer, role-change and access-revocation workflows.\nStrong customer service orientation with the ability to handle senior stakeholders and global users in a professional manner.\nStrong analytical, problem-solving and decision-making skills with the ability to prioritise multiple issues in a fast-paced operations environment.\nExcellent written and verbal communication skills, including crisp status updates, escalation summaries and stakeholder follow-ups.\nAbility to mentor junior team members, review ticket quality and drive adherence to defined SOPs, controls and compliance requirements.\nWorking knowledge of AI-enabled IT support use cases such as ticket categorisation, routing, summarisation, response drafting, knowledge article creation and trend analysis.\nAbility to identify repetitive manual activities in Tech Support and convert them into automation opportunities using ServiceNow workflows, Power Automate, scripts, dashboards or approved AI tools.\nWillingness to work in shifts and support global operations as required.\nITIL Foundation certification or equivalent IT service management exposure.\nStronger working knowledge of Microsoft Entra ID, Conditional Access, MFA, SSO, Identity Lifecycle Management and access review processes.\nExposure to access governance, risk controls, audit evidence preparation and compliance-driven operational processes.\nBasic PowerShell knowledge for administration, reporting and troubleshooting.\nExperience with knowledge management, SOP creation, training junior team members and driving process standardisation.\nExposure to Power BI, Excel reporting, ServiceNow dashboards or operational metrics tracking.\nExposure to AI-based service desk capabilities such as virtual agents, predictive ticket triage, sentiment analysis, automated resolution notes and knowledge gap identification.\nExperience supporting collaboration tools such as Microsoft Teams, Zoom and WebEx.\nMicrosoft, Cisco, ITIL, CompTIA A+, Network+ or related certifications.\nPrior experience as a shift lead, SME, queue owner or small-team lead will be an advantage.\nQualifications\nEscalation management and stakeholder communication\nTeam coaching, knowledge sharing and process improvement\nIncident and request closure within SLA\nQueue hygiene, ageing control and backlog reduction\nCSAT, communication quality and first-time-right resolution\nTicket quality, documentation accuracy and audit readiness\nIdentify automation opportunities in Tech Support workflows and partner with relevant teams to implement AI-enabled improvements.\nUse AI tools responsibly to improve ticket summaries, knowledge articles, response quality, routing accuracy and operational reporting","description_format":"text","description_chars":5031,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Advertising","Creative Agencies","Digital Marketing"],"lifecycle":[{"event":"open","at":"2026-11-04T04:13:58Z"}],"visa":[],"liveness":{"score":81,"band":"hot","label":"Hiring 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