Specialist IT Product Support

Role Overview

Join Marsh's Mercer IT Product Support team based in Auckland, New Zealand in a hybrid position requiring a minimum of three days per week onsite. The role involves occasional work beyond normal hours, including weekends, to meet business demands.

Key Responsibilities

• Deliver Level 1 and Level 2 application support independently with diligence, primarily servicing the Pacific business.
• Analyze, troubleshoot, and resolve software issues collaboratively with internal clients, IT teams, and suppliers.
• Manage support tickets in alignment with Service Level Agreements, maintaining proactive and clear communication with users throughout the resolution process.
• Provide practical assistance and communication to support users until issues are fully addressed.
• Cooperate with IT colleagues to devise solutions and escalate matters appropriately.
• Adhere to implementation, support, and change protocols, including Software Development Lifecycle and Change Management policies.

Essential Qualifications and Experience

• Bachelor’s degree in computer science or related discipline.
• Experience within the financial services sector.
• Background in support roles within multinational organizations and virtual teams.
• ITIL Foundation certification with a committed interest in applying ITIL principles in daily tasks.
• Strong skills in organization, planning, communication, interpersonal relations, analytical thinking, and problem-solving.

Preferred Attributes

• Comprehensive understanding of IT applications and infrastructure.
• Work experience in IT operations and familiarity with ITIL processes.
• Exposure to superannuation, wealth management administration, or insurance industries.
• Capability to perform effectively under pressure with minimal supervision.
• High level of self-management, professionalism, and client-focused mindset.

Why Join Marsh?

• Opportunities for professional growth, engaging projects, and supportive leadership.
• A dynamic, inclusive culture promoting collaboration and impact with colleagues and clients.
• Access to diverse career paths and benefits that support personal well-being.

Additional Information

Applicants must hold valid work authorization for Australia. Successful candidates will undergo a criminal and bankruptcy background check prior to starting employment.

Marsh is dedicated to fostering diversity, inclusion, and flexible work arrangements. Hybrid work includes the flexibility to work remotely combined with the benefits of onsite collaboration. The expectation is presence onsite or with clients at least three days per week, including a designated team 'anchor day'.

Marsh is a global leader in risk, reinsurance, capital, people, investments, and management consulting, employing over 95,000 professionals across 130 countries and generating annual revenue exceeding $27 billion.