IT Product Support Specialist

About the role

Marsh is looking for a Specialist IT Product Support to join its IT Product Support team in the Auckland office. The role supports the Pacific business by resolving application issues and keeping services running smoothly, working closely with internal clients, IT teams and vendors. It is a hybrid position with at least three days a week in the office, and occasional work outside standard hours including weekends.

Key responsibilities

• Provide L1/L2 application support to the Pacific business, working independently and carefully
• Investigate, diagnose and resolve application issues with internal clients, IT teams and vendors as needed
• Manage tickets and meet Service Level Agreements, keeping users updated clearly and on time
• Guide users through practical steps until issues are resolved
• Collaborate with IT colleagues to find solutions and escalate issues appropriately
• Follow implementation, support and change management processes, including Software Development Lifecycle and Change Management requirements

Required profile

• Bachelor's degree in computer science or a related field
• Experience in the financial services industry
• Experience in a support team within a multinational organisation and a virtual team environment
• ITIL Foundation certification and a genuine interest in applying the framework daily
• Good organisational, planning, interpersonal, communication, analytical and problem-solving skills
• Ability to work well under pressure and with minimal supervision
• Appropriate approval to work in Australia; a criminal and bankruptcy check is required before starting

Required skills

• Sound understanding of IT applications and infrastructure
• Experience with IT operations and ITIL processes
• Exposure to superannuation, wealth management administration or insurance is a plus

What we offer

• Professional development opportunities and supportive leadership
• A vibrant, inclusive culture with a range of career opportunities
• Benefits and rewards designed to support well-being