Description :Marsh McLennan is the industry leader in helping companies create dynamic solutions that make a difference in the moments that matter.We are searching for a Specialist - IT Product SupportWe are seeking candidates for the following position based in the Mexico City office and be onsite 3 days a week. :What can you expect?The Specialist- IT Product Support role provides the 3rd level of support for the Darwin Application. You will assume ownership of support cases and follow these through until the issues are resolved or raised as a software defect.You will be expected to use a variety of technical tools and the knowledge base, as well as liaising with product managers, software engineers and other technical teams, in order to reach a resolution or workaround to each issue.What is in it for you?A company with a strong Brand and strong results to matchCulture of internal mobility, collaboration and valued partnership from the business.Employee Resource Groups which provide access to leaders, relevant volunteer and mentoring opportunities and interactions with counterparts in industry groups and client organizations.Entitled to vacation, floating holidays, time off to give back to your community, sick days, and national holidays (with early dismissal).We will count on you to :Analyse incidents received via the service desk platform in respect of the Darwin applicationProvide 3rd line support to internal and external customers; assist in troubleshooting problems which have surpassed the abilities of other support staff membersDiagnose the underlying cause of incidents or performance issues, and where necessary identify and implement workarounds until these are resolved.Analysis of databases using SQL and MongoDB queries to both aid the troubleshooting process as well as fulfilling Service Requests for data retrieval.Writing articles in the knowledge base to increase awareness of issues and reduce support call volumesDiagnose and report unresolved issues (defects) in a clear, concise manner to the Software Engineering Team for resolutionTest reported defects that have been corrected by Software Engineering Team.Stay up to date with system information, changes and updates, continually improve understanding of business needs from all stakeholder perspectives, including customers, 3rd party suppliers, and host systems.Monitoring of live service performance and alertingWhat you need to have :Excellent written and verbal communication skills in EnglishExcellent problem solving skillsA technical aptitude to quickly learn and understand new technologiesHigh attention to detailAbility to manage multiple complex tasks in a fast paced environmentAbility to work well within a teamExcellent communication skills at all levelsStrong initiativePrior experience working with SQL Server and MongoDB databases is desirableWhat makes you stand outPrior experience supporting complex software applications#J-18808-Ljbffr
