We are hiring a Senior IT Support to join our internal global Tech Hub team in a hands-on hybrid role based in Cluj‑Napoca. This individual contributor role requires a minimum of four days per week in the office and is focused on delivering excellent colleague experience across multiple channels. You will own incident and request handling end-to-end, build and repair endpoints, manage asset records, perform proactive device remediation using Nexthink and similar tools, and collaborate with engineering and other resolver groups. We will count on you to:Provide advanced multi-channel support to global colleagues via in-person, phone, chat and virtual pop-ins, adapting to channel demand and business prioritiesRespond to and resolve incidents and requests end-to-end, escalating with the appropriate level of urgency and performing warm hand-offs to other technical resolver groupsBuild, configure, reconfigure, troubleshoot, repair and re-image laptops, desktops and mobile devices; install, maintain and update MMC software, firmware and mobility solutionsLog all issues and actions with appropriate documentation in the MMC Tech incident management system in line with standard operating procedures; monitor tickets until resolution or acceptance by the appropriate teamRoute incidents to the correct support teams following defined troubleshooting steps and escalate or follow up until closureProactively identify at‑risk devices using Nexthink and other performance/visibility tools, perform outreach and collaborate with engineering teams to remediate systemic issuesAssist with audio‑visual setup and operation and support non-desktop technology components at the request of other service towersBe available for occasional after‑hours or weekend work to support emergency or critical business needsWhat you need to have?At least three years’ related work experience in technical support or desktop engineering roleKnowledge of industry standard desktop operating systems, common software and hardware used in an office environmentThorough troubleshooting and analysis skillsProficient in data analysis and reportingExcellent verbal and written communication both in English and RomanianWhat makes you stand out?Experience in a call centre environment/ service desk environmentExperience with AD, BitLocker, Azure Virtual DesktopExcellent problem-solving skills and a proactive approach to learningAbility to adapt quickly to changing priorities and work across multiple support channelsCommitment to working in a hybrid environment with a professional attitude towards in-office presenceProactive approach to incident managementExperience working to ITIL incident management standardsExperience in Hardware repair for laptops and desktopsExperience in mobile device configuration and managementWhy join our team?We help you be your best through professional development opportunities, interesting work, and supportive leadersWe foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients, and communitiesOur scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-beingA yearly budget and the opportunity to build your flexible benefits packagePerformance bonus schemeCore benefits: Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance. 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.R_359789 Show more Show less