Specialist IT Product Support

Marsh McLennan; Auckland; Hybrid; NZD 70,000 - 90,000; Full time

Job summary

Marsh in Auckland is seeking a talented IT professional to join the Mercer IT Product Support team. This hybrid role requires three days in the office and occasional after-hours to support the Pacific business.

You will provide L1/L2 application support, resolve issues, work with internal clients, IT teams, and vendors, and follow ITIL processes to ensure service quality and continuous improvement.

Qualifications

• Bachelor’s degree in computer science or related field required.
• Experience in the financial services industry is preferred.
• Experience in a multinational, virtual team environment is desirable.
• ITIL Foundation certification and applying the framework day-to-day.

Responsibilities

• Provide L1/L2 application support to the Pacific business and work independently as needed.
• Investigate, diagnose, and resolve application issues with internal clients and IT teams.
• Manage tickets and adhere to SLAs with clear, timely communications to users.
• Support users with practical guidance until issues are resolved.
• Collaborate with IT colleagues to identify solutions and escalate appropriately.
• Follow SDLC and Change Management processes during implementation and support.

Skills

L1/L2 application support

ITIL Foundation

Communication skills

Problem solving

Education

Bachelor’s degree in computer science or related field

Tools

Ticketing system

Job description

Company:

Marsh

Description:

We are seeking a talented individual to join our Mercer IT Product Support team at Marsh. This role will be based in our Auckland office. This is a hybrid role that has a requirement of working at least three days a week in the office with occasional work outside standard business hours, including weekends, to support business needs.

In this role, you will play an important part in supporting the Pacific business by resolving application issues and helping keep services running smoothly. You will work closely with internal clients, IT teams and vendors to deliver thoughtful, timely support and clear communication. This is a great opportunity for someone who enjoys working within the ITIL framework and wants to contribute to a team that values quality, collaboration, and continuous improvement.

We will count on you to:

• Provide L1/L2 application support to the Pacific business, working independently and with care
• Investigate, diagnose, and resolve application issues in partnership with internal clients, IT teams and vendors as needed
• Manage tickets and work to Service Level Agreements, keeping users updated with clear and timely communication
• Support users through practical guidance and helpful communication until issues are resolved
• Collaborate with other IT colleagues to identify solutions and elevate issues appropriately
• Follow implementation, support, and change management processes, including Software Development Lifecycle and Change Management requirements

What you need to have:

• A bachelor’s degree in computer science or a related field
• Experience in the financial services industry
• Experience working in a support team within a multinational organisation and virtual team environment
• ITIL Foundation certification and a genuine interest in applying the framework in day-to-day work
• Well-developed organisational, planning, interpersonal, communication, analytical, and problem-solving skills

What makes you stand out:

• A sound understanding of IT applications and infrastructure
• Experience with IT operations and ITIL processes
• Exposure to superannuation, wealth management administration or insurance
• The ability to work well under pressure and with minimal supervision
• Well-developed self-management, client focus and professionalism

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 and communities
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being

Applications can be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a criminal & bankruptcy check prior to commencement of employment.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh 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 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 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.