User Support Analyst

Company description

Publicis Groupe is one of the largest communication groups in the world with more than 80,000 collaborators in more than 100 countries. In Venezuela, it is one of the main advertising companies, according to the agency ranking presented year after year by Producto magazine. We are a company characterized by dynamism as we have young and highly trained personnel in the different creative and administrative areas. MMS Comunicaciones de Venezuela, S.A., began operations in January 1967 and, since then, has consolidated itself as a market leader, managing both national and international clients and brands. Its focus on innovation has allowed it to offer avant-garde and creative services that contribute to the growth and development of brands, positioning itself as a key strategic partner.

MMS Comunicaciones de Venezuela, S.A., is part of Publicis Groupe, a French Group dedicated to the different businesses of Advertising and Marketing worldwide. We have a presence in more than 110 countries and specifically in Latin America, we have operations in Argentina, Bermuda, Bolivia, Brazil, Chile, Colombia, Costa Rica, El Salvador, Guatemala, Honduras, Mexico, Nicaragua, Panama, Paraguay, Peru, Puerto Rico, Dominican Republic, Uruguay, and Venezuela.

Overview

Responsible for providing Information Technology support to Publicis Groupe Agencies, with an emphasis on client satisfaction through the provision of adequate and proactive on-site services.

Responsibilities

• Resolve requests or incidents received by phone, email, chat, and in person for user assistance with hardware, software, networks, and other computer-related technologies, in compliance with the Group's IT policies.
• Keep users informed about the estimated solution for each problem once the request is received via Service now.
• Advise users on everything related to the use of computers and applications used by the agency.
• Support the installation of personal computers, software, and equipment for new hires in the agencies.
• Perform inventory control of hardware, equipment, and accessories as a follow-up to technology-related assets and keep the agency informed by sending a monthly report.
• Guide users for equipment acquisition, according to corporate standards, as well as make approved technological equipment purchases.
• Attend to user offboarding requirements when they leave the organization and back up information found on the machine before cleaning it.
• Serve as contact with providers (Servers, internet links, Telephony, and Printing) for the repair of any failures that may arise.
• Serve as contact with providers to purchase computer equipment.
• Develop knowledge about the Group's operation, its processes, policies, and procedures.
• Ensure that the policies defined by the Group for the use and protection of computing assets and the information they contain are applied within their scope of competence.
• Perform any other task, responsibility, or service required by their immediate supervisor.

Qualifications

• Systems Engineering and/or Computer Programming or related careers.
• Hardware and Software infrastructure support knowledge.
• Server management (desired)
• Illustrator proficiency.
• Knowledge in ticket management tools.
• Outlook / Windows Operating Systems / MAC OSx proficiency.
• Basic intermediate English knowledge (not limiting).
• Ability to work in a team and under pressure.
• 3 years of experience in advertising agencies and/or similar roles.

Additional information

• 15 business days of Vacation (according to LOTTT)
• 2 months of Utilities
• Birthday day off (according to company policy)
• Collective health insurance policy
• E-Learning through the Marcel Classes platform
• Work your World Program
• Working with Cancer Program