Specialist, Service Delivery/Management

MSD Malaysia; North Wales (Montgomery County); On-site; USD 87,000 - 137,000; Full time

Benefits offered by this job

Annual bonus

Long-term incentive

Comprehensive benefits

Job summary

Merck & Co., Inc. is seeking a seasoned IT professional for deskside support and infrastructure leadership.

The role involves diagnosing and resolving hardware and software issues onsite or remotely, coordinating with management and vendors, and leading projects to deliver value and uptime. The ideal candidate has 5+ years in IT support, familiarity with Windows, macOS, iOS, and remote-location support, plus experience in networking, server administration, and ITIL practices.

Qualifications

• Minimum 5 years of experience in IT support or a related discipline (Windows, macOS, and iOS).
• Basic understanding of Artificial Intelligence (AI) and its application to enhance productivity.
• Minimum 5 years of experience supporting remote locations.

Responsibilities

• Provide onsite or remote diagnoses and resolution of computer hardware and software problems.
• Serve as liaison between technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters.
• Project leadership and execution to ensure customer satisfaction, operational and financial success; manage resources and staff.

Skills

Cloud Computing

Configuration Management

Customer-Focused

Demand Management

Detail-Oriented

DevOps

Firewall Management

ITIL Management

ITIL Service Delivery

IT Infrastructure Management

Meeting Facilitation

Network Security

Service Delivery

Software Development

Systems Architecture

Education

Bachelor's degree

High school diploma

Job description

Job Description Job Description

Our IT team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver the services and solutions that help everyone to be more productive and enable innovation.

Infrastructure

Associates in this role will function as information technology (IT) professionals serving as technical liaison and participate in or oversee a variety of analytical and technical assignments that provide for problem diagnosis and solutions documentation, implementation, administration, support, and maintenance of a variety of hardware, software, and network products in an information technology infrastructure environment. Serve as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters. Provide onsite or remote access diagnoses and resolution of computer hardware and software problems.

Deskside Support

Associate will also be required to be an expert in Deskside Support operations able to analyze, evaluate and diagnose very complex technical problems in a minimum period of time. The work may involve implementing new technologies and procedures, integration and configuration work and responding to complex client problems. All tasks should be completed in line with company technical and quality standards and procedures and to provide a high degree of customer satisfaction.

Project Management

Responsible for technical leadership, project management and execution to achieve customer satisfaction, operational and financial success. Ensure resources are in place and manage the activities of staff, ensuring that they have the required information, equipment and tools necessary (i.e. schedules, procedure documentation, parts etc.) to complete the project. Candidates must be a self-starter that can operate independently and autonomously.

Education Minimum Requirement

High school diploma required. Bachelor's degree preferred, or an equivalent combination of education and relevant experience.

Required Experience and Skills

Minimum 5 years of experience in IT support or a related discipline (Windows, macOS, and iOS). Basic understanding of Artificial Intelligence (AI) and its application to enhance productivity. Minimum 5 years of experience supporting remote locations.

Preferred Experience and Skills

Experience in Networking, Server Administration, Telephony, and Mobile Device Management (MDM). Additional experience supporting complex IT environments and remote workforce operations. 25% travel required.

Required Skills

• Cloud Computing
• Configuration Management (CM)
• Customer-Focused
• Demand Management
• Detail-Oriented
• DevOps
• Firewall Management
• ITIL Management
• ITIL Service Delivery
• IT Infrastructure Management
• Meeting Facilitation
• Network Security
• Service Delivery
• Software Development
• Systems Architecture

US and Puerto Rico Residents Only

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights EEOC GINA Supplement We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. Learn more about your rights, including under California, Colorado and other US State Acts.

San Francisco Residents Only

We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

Search Firm Representatives

Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of your company. No fee will be paid in the event a candidate is hired by your company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status: Regular

Relocation: No relocation

VISA Sponsorship: No

Travel Requirements: 25%

Flexible Work Arrangements: Not Applicable

Shift: Not Indicated

Valid Driving License: No

Hazardous Material(s): N/A

Job Posting End Date: 09/8/2026 *A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date.

The salary range for this role is $87,300.00 - $137,400.00 This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.

The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.

Our company is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where we have codified our legacy for over a century. Our success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.