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Specialist - Onsite Technical Support

Location: Hoboken, New Jersey, United States

Company: Marsh & McLennan Companies

Job ID R_052870-en

Specialist – Onsite Technical Support

Location: Hoboken, NJ

We are Marsh & McLennan Companies a global professional services firm providing advice and solutions in the areas of risk, strategy and human capital.   Marsh & McLennan Companies Corporate serves as an internal business function providing infrastructure and operational services to our family of companies. Through a shared vision and best practices, we provide efficient and sustainable solutions to meet internal customer business needs. 

As Specialist Onsite Technical Support you will provide support for the technology needs of our colleague organization in Hoboken, New Jersey.

Responsibilities include, but are not limited to:

  • Provide installation, maintenance, troubleshooting and repair of desktop technology, hardware and software in compliance with Service Level Agreements
  • Performs troubleshooting and resolution of desktop technology problems
  • Determine appropriate hardware and software based on corporate policy and end user requirement
  • Respond to escalated incidents in an expedited manner or appropriate level of urgency and follows up with colleagues on all issues
  • Perform as an SME for desktop technology infrastructure within the MMC environment
  • Act as a senior technical liaison between Deskside Support and other technology teams including other MGTI groups and Business IT functions
  • Perform administrative and client service tasks
  • Use corporate incident management system to record and track all support work
  • Maintain accurate hardware and software records for corporate assets
  • Perform time tracking tasks as required
  • Provide feedback based on colleague input and usage; develop ideas for new and improved solutions based on needs
  • In conjunction with manager, establish and monitor metrics on service delivery and colleague satisfaction
  • Communicate to colleagues via all applicable forms of available communication
  • Attend team meetings and training
  • Support team’s abilities and functions through positive colleague relations
  • Provide technology related training to colleagues
  • Contribute to the improvement and enhancement of processes and procedures
  • Gain additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team members

Qualification

  • Degree in a technology-related discipline OR a combination of work experience, education and training equivalent to a four-year college degree in a technology related discipline
  • Minimum of five years related work experience in a technical 2nd or 3rd level support role
  • Very strong knowledge of company desktop operating systems and software
  • Knowledge of application packaging processes
  • Extensive, in-depth knowledge of end-user issues in areas ranging from office automation (desktop support, e-mail, telecommunications (voice and data networks), applications support, web technologies, IT security, and global travel support
  • Strong professional experience in a Windows 7/10 Enterprise environment
  • Superior analytical and problem solving skills
  • Ability to work within a team environment
  • Ability to independently plan, organize and prioritize one’s own activities
  • Ability to express ideas clearly in both written and oral communications
  • Ability to communicate technical information to a non-technical audience in a clear and coherent manner
  • Ability to effectively lead technical teams, to bring about technology solutions
  • A+ certification preferred
  • Microsoft or other certifications desired (i.e. MSCDT, MCP, MCSE)
  • MAC OS experience preferred.
  • In-depth knowledge of Apple iOS and mobile device technologies
  • Ability to lift and move desktop and other related hardware
  • Effective time management skills required
  • Create, maintain & publish support documentation as needed
  • Local travel may be required
  • Occasional evening and weekend work may be required
  • Advanced knowledge, support and troubleshooting of AV, presentation, and teleconferencing equipment

Marsh & McLennan Companies is a global professional services firm providing advice and solutions in the areas of risk, strategy and human capital. It is the parent company of a number of the world’s leading risk experts and specialty consultants, including Marsh, the insurance broker and risk advisor; Guy Carpenter, the risk and reinsurance specialist; Mercer, the provider of HR and related financial advice and services; and Oliver Wyman, the management consultancy. With over 63,000 employees worldwide and annual revenue of over $13 billion, Marsh & McLennan Companies provides analysis, advice and transactional capabilities to clients in more than 130 countries. Its stock (ticker symbol: MMC) is listed on the New York, Chicago and London stock exchanges.

Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://www.mmc.com/. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at: www.mmc.com/diversity.

Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.

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