Job Description

• Monitor and act on alerts received via corporate monitoring solution, system events, and application flows.
• Perform tier 1 incident management tasks.
• Ensures all equipment is properly maintained, service calls are placed in a timely manner and tracked to assist with vendor management.
• Perform backups and restores related to end user and server requests.
• Provision/Decommission hardware (Laptops, Desktops, Macintosh) following documented procedure.
• Provision and Reclaim software from end user hardware.
• Act as “smart” hands for SME’s providing technical direction.
• Utilize ticketing system(s) to document issues, communicate statuses, and resolution.
• Escalate issues as defined in documented escalation procedures.
• Uphold and promote Merkle’s core values and culture.
• Other duties as assigned.

MEASURES OF SUCCESS:

• Maintain a high level of internal customer service.
• Demonstrate the ability to work as part of a team and share knowledge with team members.
• Positive recognition as noted on Employee and Customer satisfaction surveys, completed on a periodic basis.
• Successfully resolve technical incidents/requests within SLA/OLA timeframe with a high level of quality, escalating where appropriate.

Qualifications

• This position requires the ability to work independently with limited direct supervision.
• Communicate clearly both orally and in writing.
• Possess superior telephone etiquette and the ability to deal effectively with end users, peers, and management even under extremely stressful conditions.
• Possess the ability to respond effectively to sensitive inquiries and complaints.
• Possess the ability to read, analyze, and interpret helpdesk tickets and emails.
• Relate in a positive professional manner with end users and coworkers.
• Interact well with different personalities.
• Make decisions and judgments based on standard procedures.
• Demonstrate analytical and problem-solving skills, and the ability to organize and prioritize several projects and tasks at one time.
• Demonstrate the ability to determine when to escalate issues based on SLA or severity level.
• Demonstrate PC proficiency using common software programs such as MS Word, MS Excel, MS Outlook, etc.
• Demonstrate basic understanding of enterprise data center concepts such as Windows, networking, server administration, and the Internet.
• Demonstrate the ability to learn new skills techniques and responsibilities.
• Flexibility to work non-standard work hours including nights, weekends, and holidays.
• Ability to lift boxes which weigh up to 70 pounds.
• Must be reliable related to schedule and recurring tasks.

EDUCATION AND EXPERIENCE:

• High School Diploma or equivalent.
• College degree preferred.
• Experience in a customer service environment preferred.
• A+, MCSE, MCITP, CCNA Certifications preferred.

Additional Information

All your information will be kept confidential according to EEO guidelines. At Merkle, we believe that a diverse environment improves us as a community and as a business. We want to foster an environment of growth, where all ideas and contributions are encouraged. We need this culture of courage to continue to thrive in our fast-paced industry. We embrace differences of opinion. We value diversity of experience and thought, which help us to challenge and define industry-leading solutions, and support our goal of being a great place to work.