Company Description

Merkle is a leading data-driven, technology-enabled, global performance marketing agency that specializes in the delivery of unique, personalized customer experiences across platforms and devices. For more than 25 years, Fortune 1000 companies and leading nonprofit organizations have partnered with Merkle to maximize the value of their customer portfolios. The agencyeritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive people-based marketing strategies. When combined with its strength in performance creative and media, Merkle creates customer experiences that drive improved marketing results and shareholder value. With more than 4,100 employees, Merkle is headquartered in Columbia, Maryland with 16 additional offices in the US and 8 offices in Europe and Asia. In 2016, the agency joined the Dentsu Aegis Network. Job Description

Role Purpose

MerkleT Service Desk and End User Services partners with the Merkle business to make technology an asset for customers and employees and provide effective and timely solutions to technological issues. As a part of this team, the Technical Support - End User alyst candidates will demonstrate the ability to thrive in a fast-paced environment, work independently, assess incidents/requests, and apply the correct level of urgency to achieve a mutually accepted solution, all while providing exemplary customer service in support of Merkleechnology vision. The Technical Support - End User alyst should have previous experience with technical support and a strong drive to learn new enterprise class technologies.

Key Responsibilities:

• Monitor and act on alerts received via corporate monitoring solution and system events
• Triage server and network related events and ensure incidents are resolved within established SLA/OLA
• Ensure that all requests are resolved on or before due date assigned
• Perform tier 1 incident/request/problem management tasks
• Ensures all equipment is properly maintained, service calls are placed in a timely manner and tracked
• Assist with vendor management
• Perform backups and restores related to end user and server requests
• Provision/Decommission hardware (Laptops, Desktops, Macs and Servers) following documented SOPs
• Act as rtnds for SMEroviding technical direction
• Provision and Reclaim software from end user hardware
• Utilize ticketing system(s) to document issues, communicate statuses, and resolution
• Provide Tier1 Application support for data warehousing, job scheduling and ETL client solutions
• Escalate issues as defined in documented escalation procedures
• Uphold and promote Merkleore values and culture
• Other duties as assigned

Qualifications

Measures of Success:

• Maintain a high level of internal customer service.
• Demonstrate the ability to learn and perform troubleshooting for servers and network hardware
• 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.
• Successfully resolve technical incidents/requests with high quality, escalating where appropriate.

Key Skills and Experience:

· College degree required

· 1 to 2 years of experience in a technology based customer service environment

· A+, MCSE, MCITP, CCNA Certifications preferred.

· Experience in a customer service environment preferred.

· Must be reliable related to schedule and recurring tasks

· This position requires the ability to work independently with limited direct supervision.

· Communicate clearly both orally and in writing.

· Superior telephone etiquette and the ability to deal effectively with end users, peers and management.

· Possess the ability to respond effectively to sensitive inquiries and complaints.

· Make decisions and judgments based on standard procedures.

· Demonstrate analytical and problem-solving skills, and the ability to multi-task.

· Demonstrate PC proficiency using common software programs.

· Basic understanding of enterprise data center concepts (Windows, networking, server administration).

· 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.

Additional Information

All your information will be kept confidential according to EEO guidelines.