THE ROLE & YOUR MISSION

We are looking for a new team member who will provide technical support to colleagues via various inbound and outbound support channels across multiple lines of business within MMC. This includes ownership of the support process through effective diagnosis, troubleshooting and resolution for software and hardware issues either in person or virtually. Deliver support by agreed KPIs and SLAs. There may be occasional support required during weekends and out-of-hours during crisis/emergencies.

Reactive Technical Support

• Provide support to all colleagues through a variety of channels (in-person, phone, virtual pop-in Zoom)
• Assist with building laptops and installing, maintaining, troubleshooting and repairing all MMC hardware, software and mobility technology problems.
• Respond to and resolve incidents and requests and escalate with an appropriate level of urgency.
• Proactively communicates and follows up with colleagues on all incidents and requests
• Reconfigure existing laptops and/or perform tune-up services (quick and re-image) as required.
• Log all issues with appropriate documentation as determined by standard operating procedures
• Escalate requests promptly with warm hand-offs to other technical resolver groups
• Route incidents to appropriate support teams as per the described troubleshooting steps.
• Monitor and escalate issues until resolution, closure or the appropriate group has accepted.
• Use the MMC Tech incident management system to record and track all support work.

Proactive Technical Support

• Provide proactive support to all colleagues through a variety of digital channels based on data in Nexthink and other performance management systems
• Collaborate with engineering teams to proactively remediate devices and systems identified as at risk.
• Provide proactive training and knowledge sharing on MMC systems and devices to maximize functionality usage.
• Assist with projects as and when assigned.

Administrative Tasks and Training

• Will require weekend / after-hours work for occasional emergencies
• Adheres to responsibilities such as compulsory training and education as and when required to maintain current knowledge.
• Performs time-tracking tasks as required to ensure resources are allocated correctly to business requirements.

YOUR EXPERIENCE & VALUES

Knowledge and skills (general and technical)

• Excellent communication both in English and Romanian
• Two years of related work experience in a technical support role.
• Background of working as a technical troubleshooter.
• Very strong knowledge of industry desktop operating systems and software.
• Excellent organizational and prioritization skills.
• Through troubleshooting and analysis skills.
• Superior customer service skills.
• Ability to communicate effectively, both verbally and written.
• Ability to work independently and with minimal supervision and under pressure.
• Ability to adapt to a changing environment with a wide degree of creativity and latitude.

OUR BENEFITS & CULTURE

• An opportunity to work in a fast-growing, innovative company with lots of room for progression and career growth
• A fail-friendly environment that encourages learning and initiative
• A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary)
• 30+ days off (25 legal days off, 1 extra day off on your birthday, public holiday replacement days, extra buy/sell from your benefits budget);
• Performance Bonus scheme
• Matching charity contributions, charity days off, and the Pay it Forward charity challenge
• Core benefits - Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance
• We champion flexible working, and our mission is to help you find YOUR work-life balance, whether that's standard working, flextime working, or working from home

As a company, we are committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. Our teams will jointly identify at least one “anchor day” per week on which the full team will be together in person. This unwavering policy is carefully crafted to enhance team unity, inspire creativity, and foster meaningful interactions between our colleagues, to help build our culture and local communities.

Founded over 20 years ago, Darwin's main ambition was to change the world of benefits. Fast forward to the present day and it is leading the way as a cornerstone benefits technology product in the Marsh Mc Lennan, (MMC), Tech portfolio. MMC are now building out their EMEA Technology Hub in Cluj, Romania.

MMC is a global professional services firm, headquartered in New York City with businesses in insurance brokerage, risk management, reinsurance services, talent management, investment advisory, and management consulting. It comprises the businesses of Marsh, Mercer, Guy Carpenter, JLT, Oliver Wyman and Darwin.

The regional hub will contain teams of Application Developers, Business Analysts, Project/Program Managers and other technology roles that require time zone overlap with clients in EMEA. As a regional hub, we are equipped to scale our vast technical expertise through a variety of outputs, while helping to unleash our potential as one company, to effectively meet today's emerging challenges through the brilliant technology we build and deliver together.

#MMCTech

Marsh Mc Lennan (NYSE: MMC) is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $23 billion and more than 85,000 colleagues, Marsh Mc Lennan helps build the confidence to thrive through the power of perspective. For more information, visit marshmclennan.com, or follow on Linked In and X.

Marsh Mc Lennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh Mc Lennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh Mc Lennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.