Technical Support Specialist

Job Description

Technical Support Specialist

• Upskill and grow in an area you are passionate about, whilst being fully supported and encouraged.

• Work with a dedicated and welcoming team

• Join a Trusted Global Leading organisation

• Annual Base from NZD$80,000 – NZD$100,000

• 40 hours per week

• Based in Upper Hutt OR Auckland

Reporting to the Technical Support Manager, the Technical Support Specialist liaise and maintain strong relationships with our customers, and ensure all requests and incidents are responded to within a timely manner.

What You Will Do

• Liaise and maintain strong relationships with our customers, and ensure all requests and incidents are responded to within a timely manner.

• Analyse support environment and identify customer needs to enhance customer satisfaction.

• Provide end user support services that exceed customer expectations.

• Work closely with Global IT Helpdesk and follow up their service delivery to ensure requests and incidents are fulfilled and resolved within SLA.

• Liaise closely with global/regional support teams on IT initiatives, incidents and operations for systems implemented in country.

• Collaborate closely with other IT colleagues in region and globally.

• Support business initiatives through company approved standard IT technology.

• Educate and influence user behavior to utilize global standard procedures for IT service requests and incident tickets.

• Monitor end-user client IT computing infrastructure operation to ensure its availability and stability.

• Maintain IT hardware inventory and work on IT equipment lifecycle refreshes as needed.

• Support Manufacturing “Shop-Floor” handhelds, laptops, and scanner devices.

• Provides technical AV support during events, troubleshooting and support to renew or upgrade AV and conference rooms systems.

• Support Mobility services - activation, suspension, cancellation of connection services and billing report.

• Maintain comms/server rooms and workspace in good health, tidy, neat and safe condition.

• Occasionally be available for out of hours work to assist global teams with network software and hardware upgrades by providing smart hand support.

• Act as Point of Contact (POC) for services provided by various IT teams globally.

What You Must have

• Incorporates customer needs in policies and decisions and increases customer satisfaction with the provided services.

• A customer-centric mindset with a sense of empathy to ensure customer satisfaction.

• Strong interpersonal, collaboration and teamwork skills.

• Excellent verbal and written communication skills.

• Good skill set to analyse issues and perform effective problem-solving.

• Acute attention to detail and ability to work independently.

• Friendly personality.

• Demonstrates a calm demeanor during times of high traffic and volume.

• Has the ability to diffuse tense situations if a customer appears frustrated.

• Proven track record on enhancing customer experience, focus and support.

• College or university degree in Computer Science, Information Systems, Engineering, or equivalent fields.

Experience

• 5+ years’ experience in supporting IT operations including 3+ years hand-on experience in Microsoft Windows desktops, Microsoft Office Suite and HP network printer support and IT Telecom room management.

• Experienced in working in a diverse and inclusive manner across various cultures.

• Basic knowledge of networks, telecom, and compute/storage.

• Basic knowledge of AV and conference room systems.

What you can expect

• Work autonomously whilst being supported, encouraged and being part of a trusted, leading organisation

• Exposure to upskill and develop in your role

• Office-based with regional interface and occasional local travel.

• Join a collaborative team of likeminded individuals

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

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