📍 Job Overview

Job Title: Technical Support Specialist
Company: MSD
Location: Auckland, New Zealand
Job Type: On-site
Category: Technical Support
Date Posted: 2025-08-01
Experience Level: 5-10 years
Remote Status: On-site

🚀 Role Summary

Customer Focus: The primary responsibility of this role is to provide exceptional customer support, ensuring all requests and incidents are responded to promptly and resolved efficiently.
Collaboration: Work closely with global IT teams, regional support teams, and other IT colleagues to ensure service delivery meets agreed service level agreements (SLAs).
Problem Solving: Analyze support environments, identify customer needs, and enhance customer satisfaction through effective problem-solving and service improvement.
IT Infrastructure Management: Maintain IT hardware inventory, support manufacturing shop-floor devices, and provide technical AV support during events.

📝 Enhancement Note: This role is ideal for an experienced IT professional seeking to grow within a trusted global organization, with a focus on customer satisfaction and team collaboration.

💻 Primary Responsibilities

Customer Support: Liaise with customers, respond to requests and incidents, and ensure service delivery meets SLAs.
Support Environment Analysis: Analyze the support environment to identify customer needs and enhance customer satisfaction.
End-User Support: Provide end-user support services that exceed customer expectations, including hardware and software support.
Global IT Helpdesk Liaison: Work closely with the global IT helpdesk to ensure requests and incidents are fulfilled and resolved within SLAs.
IT Initiatives & Operations: Liaise with global/regional support teams on IT initiatives, incidents, and operations for systems implemented in the country.
IT Infrastructure Management: Maintain IT hardware inventory, work on IT equipment lifecycle refreshes, and support manufacturing shop-floor devices.
AV Support: Provide technical AV support during events, troubleshoot and support AV and conference room systems.
Mobility Services: Support mobility services, including activation, suspension, cancellation of connection services, and billing reports.
Workspace Management: Maintain comms/server rooms and workspace in good health, tidy, neat, and safe condition.
Out-of-Hours Support: Occasionally be available for out-of-hours work to assist global teams with network software and hardware upgrades by providing smart hand support.
Point of Contact (POC): Act as a point of contact for services provided by various IT teams globally.

📝 Enhancement Note: This role requires a proactive approach to problem-solving, strong communication skills, and the ability to work well under pressure during high-traffic periods.

🎓 Skills & Qualifications

Education: A college or university degree in Computer Science, Information Systems, Engineering, or a related field.

Experience: 5+ years of experience in supporting IT operations, including 3+ years of hands-on experience in:

Microsoft Windows desktops
Microsoft Office Suite
HP network printer support
IT telecom room management
Basic knowledge of networks, telecom, and compute/storage
Basic knowledge of AV and conference room systems

Required Skills:

Strong interpersonal, collaboration, and teamwork skills
Excellent verbal and written communication skills
Good problem-solving skills and attention to detail
Friendly personality and ability to diffuse tense situations
Proven track record in enhancing customer experience and support
Ability to work autonomously and in a diverse and inclusive manner across various cultures

Preferred Skills:

Experience working in a diverse and inclusive environment
Knowledge of IT service management frameworks (e.g., ITIL)

📝 Enhancement Note: While not explicitly stated, having experience with ticketing systems, remote desktop support, and remote access tools would be beneficial for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong customer support skills and problem-solving abilities through case studies or testimonials.
Showcase experience in managing IT infrastructure, including hardware inventory and lifecycle management.
Highlight any experience with AV systems and event support.
Include examples of working with global teams and collaborating on IT initiatives.

Technical Documentation:

Provide examples of process documentation, standard operating procedures, or knowledge base articles created to improve customer support and IT service delivery.
Include any relevant certifications or training in IT service management, customer support, or related fields.

💵 Compensation & Benefits

Salary Range: The annual base salary for this role is NZD$80,000 - NZD$100,000.

Benefits:

Work autonomously while being supported, encouraged, and part of a trusted, leading organization.
Exposure to upskill and develop in the role.
Office-based with regional interface and occasional local travel.
Join a collaborative team of like-minded individuals.

📝 Enhancement Note: While specific benefits are not listed, it is reasonable to expect that MSD offers a competitive benefits package, including health insurance, retirement plans, and other employee perks common to large corporations.

🎯 Team & Company Context

Company Culture:

Industry: Pharmaceuticals
Company Size: Large (global organization with a significant presence in New Zealand)
Founded: 1892 (as Merck & Co., Inc.; MSD is a subsidiary operating in New Zealand)

Team Structure:

The Technical Support Specialist will work closely with the Technical Support Manager and collaborate with global IT teams, regional support teams, and other IT colleagues in the region and globally.
The team focuses on providing exceptional customer support and maintaining IT infrastructure to ensure business operations run smoothly.

Development Methodology:

The team follows IT service management best practices, such as ITIL, to ensure consistent and high-quality service delivery.
They work collaboratively, using tools and processes to manage incidents, problems, and changes effectively.

Company Website: MSD New Zealand

📝 Enhancement Note: MSD is a leading global healthcare company that discovers, develops, manufactures, and markets a wide range of products to improve the quality of life for people around the world.

📈 Career & Growth Analysis

Technical Support Career Level: This role is an experienced technical support position, focusing on customer satisfaction and IT infrastructure management. It offers an opportunity to grow within a global organization and develop skills in IT service management and customer support.

Reporting Structure: The Technical Support Specialist reports to the Technical Support Manager and works closely with global IT teams and regional support teams.

Technical Impact: This role has a direct impact on customer satisfaction and business operations by ensuring that IT services are delivered efficiently and effectively. The Technical Support Specialist contributes to maintaining a stable IT infrastructure and improving service quality through continuous process improvement.

Growth Opportunities:

Career Progression: With experience and demonstrated skills, there may be opportunities to progress into more senior technical support roles, team leadership positions, or other areas within the IT department.
Skill Development: The role offers opportunities to develop skills in IT service management, customer support, and IT infrastructure management. Additionally, working with global teams provides exposure to diverse technologies and best practices.
Technical Leadership: As an experienced technical support professional, there may be opportunities to provide technical guidance and mentoring to junior team members or contribute to the development of IT policies and procedures.

📝 Enhancement Note: While specific growth opportunities are not mentioned, working for a large global organization like MSD provides numerous internal mobility options and opportunities for professional development.

🌐 Work Environment

Office Type: The role is based in an office setting, with a collaborative and inclusive team environment.

Office Location(s): Upper Hutt or Auckland, New Zealand

Workspace Context:

Collaboration: The workspace encourages collaboration and teamwork, with open communication and regular team meetings to discuss service performance, customer feedback, and process improvement.
Tools & Equipment: The workspace is equipped with the necessary tools and equipment to perform the role effectively, including computers, printers, and AV support equipment.
Team Interaction: The Technical Support Specialist works closely with various teams, including global IT teams, regional support teams, and other IT colleagues in the region and globally.

Work Schedule: The role operates on a standard 40-hour workweek, with occasional out-of-hours work to assist global teams with network software and hardware upgrades.

📝 Enhancement Note: While the work schedule is not explicitly stated, it is reasonable to expect that the role may require some flexibility to accommodate global team time zones and maintenance windows.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to discuss the role, experience, and expectations.
Technical Assessment: A hands-on assessment of technical support skills, problem-solving abilities, and customer support experience.
Behavioral Interview: A structured interview focusing on customer service skills, teamwork, and problem-solving abilities.
Final Interview: A meeting with the hiring manager or senior team members to discuss the role, company culture, and career growth opportunities.

Portfolio Review Tips:

Highlight customer support case studies or testimonials that demonstrate strong problem-solving skills and customer focus.
Include examples of IT infrastructure management, AV support, and global team collaboration.
Showcase any relevant certifications or training in IT service management, customer support, or related fields.

Technical Challenge Preparation:

Brush up on Microsoft Windows desktop support, Microsoft Office Suite, and HP network printer support.
Familiarize yourself with IT service management best practices, such as ITIL.
Prepare examples of problem-solving scenarios, customer support experiences, and process improvement initiatives.

ATS Keywords: (See the "Skills & Qualifications" section for relevant keywords)

📝 Enhancement Note: While the interview process is not explicitly stated, it is reasonable to expect that MSD follows a structured interview process that includes technical assessments and behavioral interviews to evaluate candidates' skills and cultural fit.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Ticketing system (e.g., ServiceNow, BMC Remedy, or similar)
Remote desktop support tools (e.g., TeamViewer, Remote Desktop, or similar)
Customer relationship management (CRM) software (e.g., Salesforce, Microsoft Dynamics, or similar)

IT Infrastructure Management Tools:

Hardware inventory management tools (e.g., LANDesk, ManageEngine, or similar)
AV support tools (e.g., Zoom, Webex, or similar)
Network management tools (e.g., SolarWinds, Nagios, or similar)

📝 Enhancement Note: While the specific technology stack is not mentioned, it is reasonable to expect that MSD uses industry-standard tools for customer support, IT infrastructure management, and collaboration.

👥 Team Culture & Values

MSD Values:

Innovation: MSD encourages continuous learning and improvement, fostering a culture of innovation and creativity.
Quality: The company is committed to delivering high-quality products and services that meet or exceed customer expectations.
Integrity: MSD upholds the highest ethical standards, acting with honesty, fairness, and transparency in all aspects of the business.
Respect: The company values diversity, inclusion, and collaboration, fostering a culture of respect for all individuals.

Collaboration Style:

Teamwork: MSD encourages collaboration and teamwork, with open communication and regular team meetings to discuss service performance, customer feedback, and process improvement.
Knowledge Sharing: The company fosters a culture of knowledge sharing and learning, with opportunities for professional development and skill-building.
Customer Focus: MSD is committed to delivering exceptional customer service, with a focus on understanding customer needs and exceeding expectations.

📝 Enhancement Note: While specific team culture and values are not mentioned, it is reasonable to expect that MSD fosters a collaborative, customer-focused, and inclusive work environment that aligns with its global values.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Expectations: Managing customer expectations in a dynamic and ever-changing IT environment, ensuring that service delivery meets or exceeds agreed SLAs.
IT Infrastructure Management: Maintaining a stable IT infrastructure in a large, global organization, with diverse technologies and complex systems.
Global Team Collaboration: Working with global IT teams, regional support teams, and other IT colleagues in the region and globally, ensuring consistent service delivery and knowledge sharing.
Process Improvement: Continuously reviewing and improving IT service management processes to enhance customer satisfaction and service quality.

Learning & Development Opportunities:

IT Service Management: Developing skills in IT service management, customer support, and IT infrastructure management through on-the-job training, mentoring, and formal education.
Technical Specialization: Exploring opportunities to specialize in specific areas of IT support, such as network management, AV support, or mobility services.
Leadership Development: Gaining experience in team leadership, project management, or other areas of the business to support career growth and development.

📝 Enhancement Note: While specific challenges and growth opportunities are not mentioned, working in a large, global organization like MSD presents numerous opportunities for professional development, technical specialization, and career advancement.

💡 Interview Preparation

Technical Questions:

Customer Support: Describe a challenging customer support scenario you've faced and how you resolved it. What steps did you take to ensure customer satisfaction?
IT Infrastructure Management: How have you managed IT hardware inventory in a previous role? What processes did you implement to ensure accurate tracking and efficient lifecycle management?
AV Support: Can you walk me through the process of troubleshooting and resolving a common AV issue? What tools and resources did you use to diagnose and fix the problem?
Mobility Services: How have you handled mobility services in a previous role? What processes did you implement to ensure accurate billing and efficient service delivery?

Company & Culture Questions:

Customer Focus: How do you ensure that customer needs are at the forefront of your decision-making process? Can you provide an example of a time when you went above and beyond to meet a customer's needs?
Teamwork: Describe a situation where you had to work collaboratively with a diverse team to achieve a common goal. What steps did you take to ensure effective communication and coordination?
Problem-Solving: Can you walk me through a complex problem you've faced and how you approached solving it? What steps did you take to ensure a successful resolution?

Portfolio Presentation Strategy:

Customer Support Case Studies: Highlight customer support case studies or testimonials that demonstrate strong problem-solving skills and customer focus.
IT Infrastructure Management: Showcase examples of IT hardware inventory management, AV support, and global team collaboration.
Technical Documentation: Include any relevant certifications or training in IT service management, customer support, or related fields.

📝 Enhancement Note: While specific interview questions are not mentioned, it is reasonable to expect that MSD will focus on customer support, IT infrastructure management, teamwork, and problem-solving skills during the interview process.

📌 Application Steps

To apply for this technical support specialist position:

Review the Job Description: Carefully read the job description to ensure you meet the required qualifications and understand the role's responsibilities and expectations.
Tailor Your Resume: Customize your resume to highlight relevant skills, experiences, and achievements that match the required qualifications and desired skills for this role.
Prepare Your Portfolio: Gather examples of your work that demonstrate strong customer support skills, IT infrastructure management, and global team collaboration. Include any relevant certifications or training in IT service management, customer support, or related fields.
Research the Company: Familiarize yourself with MSD's mission, values, and culture. Understand the company's products, services, and industry presence to showcase your enthusiasm and alignment with the organization's goals.
Prepare for the Interview: Brush up on your technical skills, review common interview questions, and practice your responses. Prepare examples of problem-solving scenarios, customer support experiences, and process improvement initiatives to demonstrate your qualifications and fit for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Specialist