Merck KGaA

System Engineer

Posted On

July 18, 2024

Location

Hyderabad, Telangana

Experience Level

D - Professional (4-9 years)

Job Type

full-time

Apply By

Jan. 28, 2025

Job Description

The End User Services expert is responsible for providing the day-to-day activities related to IT support with End User technologies for Bangalore sites. End user technologies include Desktops, Laptops, Mobiles, Microsoft Office applications - Outlook, Teams, SharePoint, OneDrive office suite and support IT infrastructures with global IT team. The role is expected to achieve objectives by providing the incident management along with technical/functional knowledge necessary to resolve technical problems. The person also works closely with local business units and regional/global IT teams. Provide 1st and 2nd level IT support for Bangalore sites users by IT support line (ITSM tool, Call, Chat and email)Installation/configuration and support of end user equipment, including Laptop/Desktop, mobile device, wireless PDA, MPS, Label Printer, others.Provide staff on-boarding and off-boardingCollaboration work with Global teams to resolve complicated and advanced IT related issues and implement Local and Global projectsSupport Problem management, escalation management - Handle needed inquiries, escalations from end usersSupport IT Lifecycle management, Asset Management, License ManagementProvide Smart hands support to Global infrastructure team, telecom, network and server teamProvide communication to end users on local outages and service degradation, planned down-time activities, and global initiatives which impact to local end users.Engage in Innovation activities such as process improvements, pilots, PoCs, etc.Be able to Travel within Bangalore sites. May require occasional day trips to other site offices. Who You Are: Bachelor’s degree (IT related discipline preferred)4-9 years’ IT experience including supporting end user technologies like desktop, Laptop, Mobile device, Microsoft office applications (Outlook, Teams, OneDrive, SharePoint, O365)Hand-on experience in IT technologies including basic networking, server hardware, Microsoft Active Directory, Telephony solutions, Cloud computing, DNS.Collaborative working experience in IT projects with local and global teamBe effective trouble-shooter, by analyzing problems and developing/improving solutions.Experience in ITSM tool or ITIL certification a plusGood communication and interpersonal skills with business and ITExperience in Manufacturing industry of multinational company preferred.

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