Senior Principal Engineer - IT Support

Overview

Provide technical IT support to Marsh colleagues through reactive and proactive channels, owning diagnosis, troubleshooting and resolution of software and hardware issues in person or virtually, within agreed KPIs and SLAs.

What you'll do

• Provide support to all colleagues through in-person, phone and virtual pop-in Zoom channels.
• Assist with building laptops and installing, maintaining, troubleshooting and repairing all Marsh hardware, software and mobility technology problems.
• Respond to and resolve incidents and requests, escalating with the appropriate level of urgency.
• Proactively communicate and follow 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 acceptance by the appropriate group.
• Use the Marsh Tech incident management system to record and track all support work.
• Assist with technology infrastructure troubleshooting and change management tasks for supported offices.
• Provide proactive support to colleagues through digital channels based on data in Nexthink and other performance management systems.
• Collaborate with engineering teams to proactively remediate devices and systems identified as at risk.
• Provide proactive training and knowledge sharing on Marsh systems and devices to maximize functionality usage.
• Assist with projects as and when assigned.
• Complete compulsory training and education as and when required to maintain current knowledge.
• Perform time tracking tasks as required to ensure resources are allocated correctly to business requirements.

What you'll need

• Bachelor's in a technology related discipline, or a combination of work experience, education and training equivalent to a five-year college degree in a technology related discipline.
• Six to seven years of related work experience in an IT Support role.
• Background of working as an expert technical troubleshooter.
• Very strong knowledge of industry operating systems and software.
• Excellent organizational and prioritization skills.
• Thorough troubleshooting and analysis skills.
• Superior customer service skills.
• Ability to communicate effectively, both verbally and in writing.
• Ability to work independently and with minimal supervision, and under pressure.
• Ability to adapt to a changing environment with a wide degree of creativity and latitude.
• Fluent in English to business level.
• Working knowledge of cloud-hosted services, Microsoft 365, Active Directory, Intune, Autopilot, modern endpoint management, identity and access controls, and basic network/security troubleshooting.
• Ability to use ITSM data and trend analysis to identify recurring issues and improve service quality.
• Ability to operate as an escalation point for critical incidents, VIP support and high-impact technical issues, coordinating executive-ready communications when required.
• Relevant industry certifications.
• ITSM understanding.
• ITIL certification is required.
• Ability to work with local and remote teams over different time zones.
• Demonstrated ability to leverage approved AI tools responsibly, protect sensitive information and validate AI-generated outputs.

Nice to have

• ITIL 4 Foundation.
• Relevant technical certification or training in cloud, endpoint management, networking, systems administration or cybersecurity.
• Excellent verbal and written communication skills, comfortable interfacing with business users.
• Good troubleshooting and technical skills.
• Able to work independently.

Details

• Based in Mumbai, five days a week in the office.
• Occasional support required during weekends and out of hours, including crisis or emergency situations.
• Occasional evening and weekend work may be required.
• Travel may be required depending on location.
• Hybrid work policy: colleagues are expected to be in the local office or working onsite with clients at least three days per week, with an office-based anchor day each week.