IT Support Analyst @MarshTech

The IT Support Analyst is an entry-level individual contributor role suited to candidates with higher education and a strong interest in technology and customer support. You’ll work as part of a hybrid support model, assisting business colleagues across a range of channels depending on team demand and business needs. 

This is a  hybrid role  with a requirement to work at least four days per week in the Cluj office. Because onsite support is a key part of the role, applicants must be based in Cluj-Napoca or within reasonable commuting distance. 

This is a varied role, and no two days are exactly the same. You may be supporting users over the phone or chat, helping a colleague in person, preparing devices, managing support queues, or assisting with proactive service activities. We’re looking for someone who is flexible, dependable, and comfortable adapting to changing priorities while maintaining a consistently high level of service. 

Support is delivered across the following channels: 

• phone and chat 

• In-person / onsite support 

We will count on you to: 

You will help support Marsh colleagues through our hybrid IT support model, ensuring they receive a responsive, professional, and customer-focused service. Your responsibilities will include: 

• Providing day-to-day IT support to business colleagues across multiple support channels 

• Collaborating with colleagues across teams and locations in a global “team of teams” environment 

• Assisting with the setup, configuration, deployment of laptops, related devices and maintaining accurate lifecycle records 

• Performing basic troubleshooting and maintenance of hardware and software 

• Helping with laptop tune-ups, rebuilds, and standard configuration activities as required

• Logging, updating, and tracking incidents and requests accurately in the Incident Management system 

• Supporting proactive outreach and service improvement initiatives based on performance or service data 

• Assisting with the setup and operation of audio-visual hardware when required by the business 

• Supporting the administration and maintenance of non-desktop technology infrastructure components at the request of other service teams 
• Taking ownership of your own development by completing mandatory learning and actively pursuing opportunities to build your skills and knowledge 

What you need to have:  

We’re looking for someone with a good base of technical knowledge, strong communication skills, and the right mindset to succeed in a service-focused IT role.

• Around  1 year of related experience in a technical support, service desk, desktop support, or similar IT support role

• Good knowledge of industry-standard desktop operating systems, along with common office hardware and software 

• Strong troubleshooting and analytical skills, with the ability to investigate issues in a structured way 

• Confidence working with service tools, systems, and basic reporting/data analysis 

• Excellent verbal and written communication skills in both English and Romanian 

• A professional, reliable, and flexible approach to work 

What makes you stand out? 

We’d be especially interested in candidates who bring some of the following: 

• Experience working in a call centre or high-volume service desk environment 

• Familiarity with Active Directory, BitLocker, and Azure Virtual Desktop 

• A strong customer-service mindset and the ability to remain calm and professional under pressure 

• A proactive attitude and a genuine interest in learning new technologies and processes 

• The ability to adapt quickly to changing priorities and move confidently between different support channels 

• Experience working to  ITIL incident management standards

• Knowledge of hardware repair for laptops and desktops 

• Experience with mobile device configuration and management 

• A hands-on, team-oriented approach and a willingness to take ownership of issues through to resoluti

Why join our team: 

• We help you be your best through professional development opportunities, interesting work, and supportive leaders; 
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients, and communities; 
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being; 
• A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary); 
• 30+ days off (including legal days, birthday, public holiday replacements, and benefits options); 
• Performance bonus scheme; 
• Matching charity contributions, charity days off, and the Pay it Forward charity challenge; 
• Core benefits: Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance.