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Job Description

IT Support Engineer

Primary Responsibilities

  • Provide service to business users in IT hardware (laptop, iPad and iPhone) provisioning, troubleshooting and lifecycle management. Assist users to escalate support to other IT support team when needed.
  • Partner with our company’s Global Support Center to ensure infrastructure service requests and incidents are managed within SLA. Also continually seek for improvement opportunity
  • Perform IT related Purchase Requisition, Purchase Order, and Invoice Receiving processes with quality activities.
  • Manage IT equipment inventory and work with IT Hardware Asset Management team for hardware lifecycle refreshment.
  • Perform hand-on support in local network, printer and video conference devices. Work with IT Reginal Support team when troubleshooting or upgrade is needed. 
  • Regularly educate business stakeholders on infrastructure standards, guidelines, and new initiatives.
  • Communicate and influence user behavior towards a consistent global standard process to obtain IT services or incident reporting.
  • Support business initiatives through our company’s standard IT technology.
  • Partner with IT Product Line or other IT Divisions to plan & implement IT related initiatives to country.
  • Work with cross-functional IT colleagues within country as a One IT organization.

Education Minimum Requirement:

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

Required Experience and Skills:

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

Required Skills/capability and mindset:

  • Able to work independently and resourceful to seek support or issue escalation.
  • Good communication and presentation abilities through English and local language to senior management and stakeholders.
  • Good analytical mindset, problem-solving, results driven, customer-oriented and decision-making ability.
  • Good interpersonal skills and ability to manage requirements from different levels of stakeholders.
  • Ability to manage external venders on service delivery or to implement initiatives.
  • Ability to multi-tasks effectively and good in prioritizing activities.
  • Ability to operate well in a matrix environment.
  • Demonstrates a sense of service ownership and makes recommendations for service improvements.
  • Exhibits a sense of end-to-end ticket ownership and commitment to provide high quality client service and resolution of the support ticket.
  • Ability to diffuse tense situations if a client appears frustrated.
  • Works well with other team members to recommend improvements to services.

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. 

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

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Confirmed 6 hours ago. Posted 30+ days ago.

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