Senior Analyst - Onsite Technical Support

Technical Support Role At Marsh & McLennan

We are seeking a dedicated individual to join our Technical Support team at Marsh & McLennan in our New York office. This role will require employees to be in the office five days a week.

In this role, you will be instrumental in providing technical support across multiple lines of business, ensuring effective diagnosis, troubleshooting, and resolution of software and hardware-related issues.

Responsibilities Include:

• Deliver technical support to colleagues through various channels (in-person, phone, virtual) while adhering to agreed KPIs and SLAs.
• Proactively communicate and follow up on incidents and requests, ensuring timely resolution and escalation as needed.
• Assist with the setup, maintenance, and troubleshooting of all MMC hardware, software, and mobility technology.
• Log and document all issues according to standard operating procedures and use the MMC Tech incident management system for tracking.
• Collaborate with engineering teams to proactively identify and remediate at-risk devices and systems.
• Provide training and knowledge sharing on MMC systems to maximize functionality and usage.
• Participate in administrative tasks, including time tracking and compliance with training requirements.

What You Need To Have:

• A minimum of an associate's degree in a technology-related discipline, or a combination of work experience, education, and training equivalent to a two-year college in a technology-related discipline.
• 3+ years of experience in a technical support role with a strong troubleshooting background.
• Strong knowledge of industry-standard desktop operating systems and software.
• Excellent organizational, prioritization, and customer service skills.
• Effective verbal and written communication abilities.
• Ability to work independently and adapt to a changing environment.

What Will Make You Stand Out:

• Relevant industry certifications and ITSM understanding.
• Experience working with local and remote teams across different time zones.
• Willingness to work occasional evenings and weekends for emergencies.

Why Join Our Team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact on colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.