Senior Field Services Engineer
Company Description
Publicis 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.
Formed 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.
Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at publicisresources.com.
Overview
The Senior Field Service Engineer is responsible for providing advanced technical support and serving as an escalation point for complex IT incidents. This on-site role in Amsterdam ensures the effective operation of IT services for end users, with all activities performed in accordance with Group policies, IT service management best practices, and compliance standards.
Responsibilities
Troubleshoot and support workstations, devices, and LAN infrastructure
Act as an escalation point for complex IT issues
Collaborate with IT, Network, GSO, and Application teams for problem resolution
Optimise Service Desk processes, improve efficiency, and share knowledge
Monitor metrics, identify trends, and recommend preventive actions
Support IT projects, deployments, upgrades, and automation initiatives
Promote user education and help employees get the most out of IT tools
Participate in day-to-day field service operations alongside junior engineers
Qualifications
3–5 years in IT Service Desk or end-user support, with escalation experience
Advanced expertise in Windows 10/11, Microsoft 365, and enterprise collaboration tools
Strong LAN/networking fundamentals and ability to resolve connectivity issues
Proven hardware troubleshooting and lifecycle management skills
Hands-on experience with ITSM platforms (ServiceNow, Jira SM, or similar)
Strong English communication, confident with technical and non-technical stakeholders
Additional Information
Why This Role is Exciting
Hands-on, mid-senior level role with real impact on IT operations
Work with international teams and cutting-edge tools
Lead by example through collaboration, problem-solving, and expertise