Full-Time
Senior Associate IT Support
Publicis Groupe
10,001+ employees
Advertising, media planning, and digital marketing
No salary listed
Gurugram, Haryana, India
In Person
Bachelor's
 IT & Security (1) |
|---|
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- A bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
- At least 4 years of experience in IT service desk, technical support, identity provisioning, identity and access management, or related IT operations.
- Hands-on understanding of Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Exchange Online, and standard enterprise collaboration tools.
- Working knowledge of Active Directory, Azure Active Directory or Microsoft Entra ID, account lifecycle management, multifactor authentication, single sign-on, mailbox support, and access governance processes.
- Basic understanding of artificial intelligence and generative artificial intelligence tools, including business applications, benefits, limitations, and associated security, privacy, and compliance considerations.
- Experience with IT service management tools such as ServiceNow, including queue management, ticket documentation, service-level agreement tracking, and escalation handling.
- Ability to troubleshoot hardware, software, email, network connectivity, virtual private network, remote access, printer, application, and account-related issues.
- Understanding of onboarding, offboarding, transfer, role-change, and access-revocation workflows.
- Ability to handle senior stakeholders and global users professionally.
- Analytical, problem-solving, and decision-making skills to prioritize multiple issues in a fast-paced operations environment.
- Written and verbal communication skills, including status updates, escalation summaries, and stakeholder follow-ups.
- Ability to mentor junior team members, review ticket quality, and drive adherence to defined standard operating procedures, controls, and compliance requirements.
- Working knowledge of artificial-intelligence-enabled IT support use cases such as ticket categorization, routing, summarization, response drafting, knowledge article creation, and trend analysis.
- Ability to identify repetitive manual activities in technical support and convert them into automation opportunities using ServiceNow workflows, Power Automate, scripts, dashboards, or approved artificial intelligence tools.
- Willingness to work in shifts and support global operations as required.
- Escalation management and stakeholder communication.
- Team coaching, knowledge sharing, and process improvement.
- Incident and request closure within service-level agreements.
- Queue hygiene, aging control, and backlog reduction.
- Customer satisfaction, communication quality, and first-time-right resolution.
- Ticket quality, documentation accuracy, and audit readiness.
- Ability to identify automation opportunities in technical support workflows and partner with relevant teams to implement artificial-intelligence-enabled improvements.
- Ability to use artificial intelligence tools responsibly to improve ticket summaries, knowledge articles, response quality, routing accuracy, and operational reporting.
- ITIL Foundation certification or equivalent IT service management exposure.
- Stronger working knowledge of Microsoft Entra ID, Conditional Access, multifactor authentication, single sign-on, identity lifecycle management, and access review processes.
- Exposure to access governance, risk controls, audit evidence preparation, and compliance-driven operational processes.
- Basic PowerShell knowledge for administration, reporting, and troubleshooting.
- Experience with knowledge management, standard operating procedure creation, training junior team members, and process standardization.
- Exposure to Power BI, Excel reporting, ServiceNow dashboards, or operational metrics tracking.
- Exposure to artificial-intelligence-based service desk capabilities such as virtual agents, predictive ticket triage, sentiment analysis, automated resolution notes, and knowledge gap identification.
- Experience supporting collaboration tools such as Microsoft Teams, Zoom, and WebEx.
- Microsoft, Cisco, ITIL, CompTIA A+, Network+, or related certifications.
- Prior experience as a shift lead, subject-matter expert, queue owner, or small-team lead.
Publicis Groupe is a global marketing and communications group that delivers a range of services including advertising, media planning and buying, digital marketing, and public relations. Its offerings combine data, technology, and creativity to help brands grow and engage with customers, often through tailored, performance-based engagements. The company operates through a network of agencies aligned under a single strategy, the 'Power of One' approach, which integrates capabilities to provide seamless and holistic solutions rather than separate, siloed services. Revenue mainly comes from service fees and performance-based contracts. The goal is to help clients transform digitally and achieve measurable growth across automotive, retail, and consumer goods sectors.
Company Size
10,001+
Company Stage
IPO
Headquarters
Paris, France
Founded
1926
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Simplify's Take
What believers are saying
- Publicis raised 2026 organic net-revenue guidance to 4.5%-5% on July 16, 2026.
- H1 2026 delivered 4.7% organic net-revenue growth and a record 17.5% operating margin.
- New business wins and AI demand drove the July 16, 2026 outlook upgrade and 21st growth quarter.
What critics are saying
- India’s CCI cartel probe on July 31, 2026 still targets Publicis’ advertising pricing and discounts.
- The FTC and eight states sued Publicis, Inc. on April 15, 2026 over media buying collusion.
- AI-native clients can bypass agencies entirely by automating planning, buying, and measurement in-house.
What makes Publicis Groupe unique
- Publicis’ Power of One bundles creative, media, data, and technology under one client plan.
- The May 17, 2026 LiveRamp deal adds secure data collaboration and AI-agent infrastructure.
- The February 4, 2026 160over90 acquisition deepens sports marketing across Super Bowl, Olympics, and World Cup.
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Benefits
Remote Work Options
Hybrid Work Options
Training Programs
Company News
Publicis refreshes its €2 billion sustainability-linked revolving credit facility with extended ma
Publicis to acquire LiveRamp to accelerate data co-creation for smarter agents
Publicis Groupe has agreed to acquire LiveRamp, a global data collaboration platform, for $2.2 billion in an all-cash transaction at $38.50 per share, representing a 29.8% premium to LiveRamp's closing price on 15 May 2026. LiveRamp connects over 25,000 publisher domains and 500+ technology partners across 14 markets, enabling brands, retailers and media platforms to unify and activate data securely. The company has 1,300 employees and delivered a trailing five-year compound annual growth rate of 13%. The acquisition will position Publicis as a leader in data co-creation, enabling clients to build more intelligent AI agents by combining multiple data sources securely. Publicis has raised its 2027-2028 growth objectives to 7-8% for net revenue and 8-10% for headline earnings per share. The transaction is expected to close before year-end 2026, subject to regulatory and shareholder approvals.
Mayo-born entrepreneur Niall McGarry has sold Fabric Social to Publicis Groupe UK, a division of the world's largest communications group. The company reported revenues of £13 million (€14.9 million) in the 12 months to March 2026 and employed 110 people at the time of sale. Fabric Social was profitable and served blue-chip clients in Britain including Sky, Subway EMEA, Currys, Morrisons, Just Eat, Autotrader, Holland & Barrett and Vodafone. The company also operated a smaller Irish business as a retained social agency. Financial terms of the deal were not disclosed.
Publicis Groupe has acquired sports marketing agency 160over90 from WME Group for an undisclosed sum, positioning sports as its "next big bet" for growth. The deal is pending regulatory approval. Founded in 2001, 160over90 employs over 670 people across the US, UK, EMEA and APAC, working with global brands on major sporting events including the Super Bowl, Olympics and World Cup. The agency will join Publicis Sports, led by CEO Suzy Deering. Publicis is forming a partnership with WME to enable collaborations between its agencies and WME's talent roster. The acquisition follows Publicis' purchases of sports agencies Adopt and Bespoke in 2025 and creator marketing agency Influential in 2024. Publicis reported $17.18 billion in net revenue in 2025, up 5.6% year-on-year.