Support Engineer

Omega CRM is a Merkle & Dentsu company, leader in the development of Customer Experience services, with over 20 years of experience in technology applied to marketing and customer relationship management. We are seeking a Support Engineer.

The role involves resolving onsite technical issues that cannot be addressed remotely. It represents the Technology team in incident, problem management, projects, and software delivery. The Support Engineer builds relationships with international support teams, consults with local business and leadership to evaluate support needs, and drives local optimization and technology adoption for end-user services.

Main Responsibilities:

• Analyze and resolve issues related to desktops, networks, applications, and hardware.
• Build and deploy hardware for new or upgraded laptops, manage local assets.
• Support and maintain conference and meeting room equipment.
• Manage support tickets ensuring acknowledgment, prioritization, investigation, ownership, and resolution within SLAs.
• Escalate issues as needed, manage calls with third-party suppliers, and report on call status.
• Collaborate with international support teams and assist with technical tasks such as software upgrades and network upgrades.
• Consult with business and leadership on support requirements and planning.
• Identify service issues and implement improvements through automation and self-service.
• Support audits, certifications, and GDPR activities.
• Provide technical support for local applications in collaboration with other teams.

Skills:

• Strong knowledge in Windows, Mac OS, Microsoft Office 2016, Office 365, Teams, iOS, Android, hardware, peripherals, Call Management Systems (e.g., ServiceNow), Teams conferencing, AV systems, SCCM, and basic networking.
• ITIL certification is a plus; experience in international environments preferred.

Additional Responsibilities:

• Requirements analysis, project design, collaboration, support, documentation, testing, and quality adherence.

What We Offer:

• Permanent contract, flexible schedule, training and certifications, home office options, flexible benefits, health insurance, and community engagement.

About Us:

Omega CRM, a Merkle company, specializes in customer-centric digital solutions, technology, and data, enhanced by AI. As part of the dentsu group, we offer end-to-end solutions across industries, with a focus on customer satisfaction and innovation. We value talent, flexibility, commitment, and growth together.