Merck is a global leader in healthcare and technology, seeking an Associate Specialist in Technical Support to join their Information Technology group. This role involves providing on-site and off-site technical support for senior executives, ensuring their technology needs are met efficiently and effectively.
Responsibilities
- Provide on-site and off-site technical support for the company’s most Senior Executives
- Resolve technical issues and challenges quickly and effectively with minimal disruption to the Executive
- Enhance the technology experience of the Executives by showing them how to best leverage technology tools to deliver productivity and efficiency benefits
- Develop close business relationships and demonstrate expert-level ability to inspire trust and become the “go-to “person for all the Executives technology needs
- Maintain confidentiality in supporting and improving executive-level needs
- Stay “on trend” in order to best recommend solutions and products that enhance the Executive’s productivity, needs, and expertise
- Analyze technology issues and trends, determine root causes and troubleshoot for resolution
- Understand and adhere to the Company’s, policies, and controls in accordance with the Company’s Risk Management Guidelines
- Identify risk-related issues needing escalation to management
- Setup conferencing equipment modern technologies
- Test audio/video quality prior to meetings
- Log all incidents and service requests into the call logging tool to track and monitor metrics, diagnose chronic issues, and follow up
- Lead resolution requiring cross-functional support, working closely with other towers leads, operational and engineering staff, and other subject matter experts to resolve issues
Skills
- High School Diploma or GED required
- Minimum of 1 year of experience supporting internal desktop systems software and hardware, application training, and overall incident ownership and management
- Must quickly and effectively diagnose, and resolve issues related to Macintosh, PC's, mobile devices, printers, and video conferencing etc
- Must be customer-focused, passionate about the end-user experience, enjoys challenging themselves constantly to improve, and empowering the end-user community by providing IT knowledge and tools
- Must maintain confidentiality in supporting and improving executive-level needs
- Must understand and adhere to the Company's policies, and controls in accordance with the Company's Risk Management Guidelines
- Must log all incidents and service requests into the call logging tool to track and monitor metrics, diagnose chronic issues, and follow up
- Must lead resolution requiring cross-functional support, working closely with other towers leads, operational and engineering staff, and other subject matter experts to resolve issues
- Must possess excellent client-facing skills and strong capacity to communicate and build trusted relationships
- Must be able to work with external service providers and deliver the right services at the right time in a rapidly changing business environment
- Must be tenacious, with excellent follow-up and attention to detail
- Must have excellent customer service skills, analytical troubleshooting abilities, and strong verbal and written communication skills to be able to produce clear and concise information
- Must work well within a team environment and keep management informed on all issues
- Experience working in support of desk-side services with specific focus on supporting executive levels and their assistants
- Experience supporting Microsoft Desktop/Laptops, Apple technologies devices and network connectivity
- Experience with Jabber and Microsoft Outlook/Exchange, including advanced troubleshooting
- Advanced knowledge of iOS and Android mobile devices and experience with MDM solutions
Benefits
- Medical
- Dental
- Vision healthcare
- Other insurance benefits (for employee and family)
- Retirement benefits, including 401(k)
- Paid holidays
- Vacation
- Compassionate and sick days
Company Overview
Merck is a biopharmaceutical company that offers medicines and vaccines for various diseases. It was founded in 1891, and is headquartered in Rahway, New Jersey, USA, with a workforce of 10001+ employees. Its website is http://www.merck.com.