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Senior Analyst - Onsite Technical Support (New York)

Senior Analyst - Onsite Technical Support (New York)

Marsh McLennanNew York, NY, United States
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Technical Support Role At Marsh & McLennan

We are looking for 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.

We will count on you to :

  • 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.

    • The applicable base salary range for this role is $52,600 to $106,900. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives. We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.

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    Technical Support Analyst • New York, NY, United States