We are seeking a talented individual to join our IT Support team at Marsh. This role will be based in Mumbai. This is 5days a week in the office.

Provides technical support to colleagues both pro-actively & re-actively, via a variety of support channels both inbound and outbound across multiple lines of businesses within MARSH. This includes ownership of the support process through effective diagnosis, troubleshooting and resolution for software and hardware related issues either in person or virtually.

Deliver support in accordance with agreed KPIs and SLAs. There may be occasional support required during weekends and out of hours including crisis/emergency situations

We will count on you to:

Reactive Technical Support

• Provide support to all colleagues through a variety of channels (in-person, phone, virtual pop-in Zoom)
• Assist with building laptops and installing, maintaining, troubleshooting and repair of all MARSH hardware, software and mobility technology problems.
• Respond to and resolves incidents and requests and escalates with appropriate level of urgency.




• Proactively communicates and follows up with colleagues on all incidents and requests
• Reconfigure existing laptops and/or perform tune-up services (quick and re-image) as required.
• Log all issues with appropriate documentation as determined by standard operating procedures
• Escalate requests in a timely manner with warm hand-offs to other technical resolver groups
• Route incidents to appropriate support teams as per described troubleshooting steps.
• Monitor and escalate issues until resolution, closure or the appropriate group has accepted.
• Use MARSH Tech incident management system to record and track all support work.
• Assist with Technology Infrastructure troubleshooting and Change Management tasks for offices supported.

Proactive Technical Support

• Provide proactive support to all colleagues through a variety of digital channels based on data in Nexthink and other performance m

📌 Senior Principal Engineer (Mumbai)
🏢 Marsh
📍 Mumbai