End User Services Expert

Work Your Magic with us!  

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

Everything we do in Electronics is to help us deliver on our purpose of being the company behind the companies, advancing digital living. We are dedicated to being the trusted supplier of high-tech materials, services and specialty chemicals for the electronics, automotive and cosmetics industries. We foster a global collaborative organization made up of individuals who have the passion to win, obsess about the customer, are relentlessly curious and act with urgency. Together, we push the boundaries of science to make more possible for our customers.

Job Title: IT End User Services Expert

Job Location: Taoyuan KuanYin, 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 Taoyuan Site
• 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:

• 2-5 or more 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 Office, Outlook, other standard office applications.
• Microsoft Certifications (MCP, MCSE, MCSA) and experience with Microsoft SCCM 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 telecom, network and server team when needed.
• Handle needed inquiries, escalations and establish partnerships with key customers for issues relating to Infrastructure and EUS.
• ITIL Certification a plus.
• 3+ years IT experience in a customer-facing role.
• Experience in Life Sciences/Healthcare/Manufacturing industry preferred.

What we offer: With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
 
Apply now and become a part of our diverse team!