Support Engineer

Omega CRM is a Merkle & Dentsu company, a leader in Customer Experience services with over 20 years of experience in technology applied to marketing and customer relationship management, focusing on innovation. 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, project execution, and software delivery. The Support Engineer will build relationships with international support teams, consult with local business and leadership on support needs, and drive local optimization and technology adoption for end-user services.

Main Responsibilities :

• Analyze and resolve issues related to desktop environments, network applications, production applications, and hardware.
• Build and deploy Windows, Mac, or other hardware for new and upgraded laptops, including local asset management.
• Support and maintain conference and meeting room equipment.
• Ensure all tickets are acknowledged, prioritized, investigated, owned, and resolved within SLAs.
• Escalate issues to senior technicians or support managers when necessary and manage communications with third-party suppliers.
• Assist with software upgrades, patching, imaging, and network upgrades.
• Collaborate with business and leadership to evaluate support requirements and plan execution.
• Identify service issues and implement improvements through automation and self-service solutions.
• Support audits, certifications, GDPR activities, and local application support.

Skills :

• Strong technical knowledge in EUS technologies including Windows, Mac OS, Microsoft Office 2016, Office 365, Teams, iOS, Android, hardware, peripherals, Call Management Systems (ServiceNow), Teams conferencing, AV systems, SCCM, and basic networking.
• ITIL certification is a plus.
• Experience working in an international environment.

Additional Responsibilities :

• Requirements analysis, project design, collaboration, technical support, documentation, and testing.
• Ensure project quality and adherence to standards.

What We Offer :

• Permanent contract, flexible schedule, training and certifications, home office, flexible compensation, health insurance, and community involvement.

About Us :

Omega CRM, part of Merkle and dentsu, is a global leader in digital customer experience, with over 23 years of experience, 580+ professionals, and recognized expertise in the Salesforce ecosystem. We serve various industries with omnichannel solutions and are committed to growth through talent, flexibility, commitment, and innovation.