Senior Principal Engineer - IT Support

Marsh; Mumbai; Sur place; INR 800 000 - 1 200 000; Plein temps

Résumé du poste

Marsh is seeking an experienced IT Support professional to join our Mumbai-based team. The role involves handling hardware and software issues, proactive device management, and incident resolution both in person and virtually.

You will work across multiple Marsh lines of business, ensuring service quality in line with KPIs and SLAs. The position requires 6+ years of IT support experience, ITIL certification, and strong communication skills in English.

Qualifications

• Bachelor's degree in a technology-related discipline or equivalent.
• 6+ years of IT support experience or similar.

Responsabilités

• Provide reactive and proactive IT support for hardware and software issues to Marsh colleagues.
• Install, configure, and troubleshoot laptops and mobility devices; manage incidents end-to-end.
• Escalate appropriately and document issues in the incident management system.
• Perform routine maintenance and participate in change management tasks for offices.
• Collaborate with engineering teams and provide training to improve system usage.

Connaissances

English fluency

ITIL

ITSM

Troubleshooting

Customer service

Formation

Bachelor's in technology

Outils

Microsoft 365

Active Directory

Intune

Autopilot

Description du poste

Company: Marsh

Description:

We are seeking a talented individual to join our IT Support team at Marsh. This role will be based in Mumbai. This is 5days a week in the office.

Provides technical support to colleagues both pro-actively & re-actively, via a variety of support channels both inbound and outbound across multiple lines of businesses within MARSH. This includes ownership of the support process through effective diagnosis, troubleshooting and resolution for software and hardware related issues either in person or virtually.

Deliver support in accordance with agreed KPIs and SLAs. There may be occasional support required during weekends and out of hours including crisis/emergency situations

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 repair of all MARSH hardware, software and mobility technology problems.
• Respond to and resolves incidents and requests and escalates with 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 in a timely manner with warm hand-offs to other technical resolver groups
• Route incidents to appropriate support teams as per described troubleshooting steps.
• Monitor and escalation issues until resolution, closure or the appropriate group has accepted.
• Use MARSH Tech incident management system to record and track all support work.
• Assist with Technology Infrastructure troubleshooting and Change Management tasks for offices supported.

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 pro-actively remediate device and systems identified as at risk.
• Provide pro-active training and knowledge sharing on MARSH 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.

What you need to have:

• Bachelors in a technology related discipline, or a combination of work experience, education and training equivalent to a five-year college in a technology related discipline.
• Six - Serven years of related work experience in IT Support role.
• Background of working as an expert technical troubleshooter.
• Very strong knowledge of industry 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.
• Fluent in English to business level.
• Working knowledge of cloud-hosted services, Microsoft 365, Active Directory, Intune, Autopilot, modern endpoint management, identity and access controls, and basic network/security troubleshooting.
• Ability to use ITSM data and trend analysis to identify recurring issues and improve service quality.
• Ability to operate as an escalation point for critical incidents, VIP support and high-impact technical issues, coordinating executive-ready communications when required.
• Relevant Industry certifications.
• ITSM understanding.
• Ability to work with local and remote teams over different time zones.
• Travel may be required depending on location.
• Occasional evening and weekend work may be required.
• ITIL certification is required; ITIL 4 Foundation preferred.
• Relevant technical certification or training in cloud, endpoint management, networking, systems administration or cybersecurity is desirable.
• Demonstrated ability to leverage approved AI tools responsibly, protect sensitive information and validate AI-generated outputs.

What makes you stand out:

• Excellent verbal and written communication skills, comfortable interfacing with business users
• Good troubleshooting and technical skills
• Able to work independently

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 impact for colleagues, clients