End User Service Senior Specialist

與我們攜手施展你的超能力！  

準備好接受挑戰，探索更多可能性嗎? 我們跟你一樣希望精益求精，持續突破! 我們全球的夥伴熱衷於科技創新，透過我們醫藥保健、生命科學和電子科技業務的解決方案豐富人們的生活。讓我們一起環抱著熱情和夢想關懷我們的員工、客戶、病患和這個世界。這就是我們不斷尋找具備好奇心的新血加入的原因，與我們一起大膽想像各種可能。

在醫藥健康領域，我們團結一致，齊心為病患，幫助孕育、改善和延長生命。這是我們的目標，也是我們每天不懈努力的原因。默克在腫瘤、神經變性疾病和輔助生殖等領域不斷開發創新藥物、智慧設備與創新科技。我們的團隊遍佈全球六大洲，在共同的理念與好奇心驅動下，我們全力以赴地為處於生命各個階段的患者提供擁抱新生活的機會。加入我們，成為這個多元、包容、靈活工作文化的一份子，並獲得在全球範圍內的個人職業發展機會。

Legal entity: Merck Performance Materials Ltd.

Job Location: Taipei Neihu (Move to Nangang at 2025 June), Taiwan

A career with Merck Taiwan is an ongoing journey of discovery: our 52,000 people are shaping how the world lives, works and plays through next generation advancements in healthcare, life science and performance materials. For 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others. Merck Taiwan is a business of Merck KGaA, Darmstadt, Germany.

Your role:

• Act as 1st and 2nd level onsite support for incident management at the Merck Taipei HQ Office
• Provide day-to-day IT support to local and remote offices/end users using ticketing system, in person, via IT support line, email and instant messaging.
• Work on the installation, configuration, and ongoing usability of end user equipment, including Laptop/Desktop, mobile phone, printers, other peripheral equipment and software.
• Work on Images builds, and co-ordinate with different teams to set up of user accounts.
• Install and configure new hardware and software as required, ensuring accurate reporting of software usage, ensure licenses are obtained through correct channels prior to performing installation and accurate maintenance of asset records after installation
• Support IT equipment deployment to staff on-boarding and off-boarding, with accurate tracking to IT asset management.
• Support all services relating to Lifecycle management, IT Asset Management, License Management and User Access management for end user software and hardware
• Work with Global teams to resolve complicated and advanced IT related issues
• Participate in Vulnerability Management process and take ownership of any High or Critical Vulnerability closures that require local on-site intervention. 
• Document IT management activities
• Provide communication to end users on local outages and service degradation, planned down-time activities, and global initiatives which impact to local end users.

Who you are:

• 5+ years in a L2 Desktop/helpdesk support role with demonstrated proficiency in troubleshooting, technical problem solving, outstanding customer support.
• Highly proficient in Windows hardware and software support
• Good knowledge of MS Office365, Outlook, other standard office applications.
• Microsoft Certifications (MCP, MCSE, MCSA) and experience with Microsoft SCCM is a plus.
• Poly, Video Conference and Meeting Support expertise is a plus.
• Travel – May require occasional day trips to other site offices when required.
• Positive person with can do attitude.
• Bachelor’s degree in IT or Engineering Field preferred.
• Engage in Innovation activities such as process improvements, pilots, PoCs, etc.
• Coordinate uninterrupted IT support and communicate ongoing strategy and execution with executives.
• Provide Smart hands support to IT Infrastructure team when needed.
• Handle needed inquiries, escalations and establish partnerships with key customers for issues relating to Infrastructure and EUS.
• ITIL Certification a plus.
• 5+ years IT experience in a customer-facing role.
• Experience in Life Sciences/Healthcare/Manufacturing industry preferred.

我們能夠提供：我們的好奇心來自多元的背景、觀點和生活經歷。我們接納並包容多元，並相信它能推動卓越和創新，強化我們在科技領域的領先能力。我們致力於為所有人創造機會，讓他們按照自己的步調發展和成長。加入我們，建立充滿包容和歸屬感的文化，影響數百萬人，並賦予每個人機會，施展出自己的超能力，進而推動人類進步！

立即申請，成為我們團隊的一員！