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Support Analyst

3 months ago

Hamilton, Waikato, New Zealand MSD Full time

Support Analyst

  • Permanent fulltime role
  • Competitive renumeration and benefits
  • Work with a high performing, agile and passionate team
  • Previous experience within an IT Service Desk would be an advantage

What You Will Do

Responsibilities include, however not limited to:

  • Evaluate system performance using Splunk and other tools.
  • Record and track customer queries, issues and feedback, as well as all relevant information.
- system, and support the Product Quality Analyst in generating relevant business quality metrics.

  • Collaborate with the development team to improve and optimize products and the endtoend customer experience.
  • Create and maintain troubleshooting guides for failure modes identified, help improve and document support processes and other standard operating procedures where deemed necessary.
  • Stay up to date with the latest product releases and to be responsible for training customers over the phone and using remote management software as required.
  • Some weekend oncall roster work may be required and additional/irregular working hours during peak seasonal periods.

What You Must Have

Technical Experience

  • The role will involve ongoing customer support involving electrical and electronics equipment, mechanical engineering, and computer software: A relevant degree (NZCE Electronics or advanced trade certificate in Electronics/radio/electrical) or solid experience in a related field would be ideal.
  • Great advantage if you are experienced in the installation and support of sophisticated electrical equipment, and particularly equipment that utilizes "Radio Frequency Identification" or "Networking".
  • Experience in the installation and support of computer software will also be an advantage
  • Previous experience within an IT Service Desk would be an advantage
, including previous database experience and some knowledge of SQL.

Customer and Service team support

  • Excellent relationship, management, outstanding fluent written and verbal communication and telephone skills, with emphasis on attention to detail and customer focus are essential for this role.
  • Ability to build strong internal and external relationships, with an ability to empathize with users.

Time management

  • This role will require excellent time management, as the position holder seeks to manage demands from customers in geographically diverse parts of the country. The position holder should be able to demonstrate an ability to manage multiple and conflicting priorities.

Dairy Farm Understanding

  • It will be an advantage for the job holder to understand dairy farming, and in particular the operation of the milking process.

Systems Knowledge

Training Ability

  • This role requires the ability to clearly deliver training on process, hardware and software to customers, dealers and staff. Previous training experience would be an asset.

Problem solving and issues resolution

  • The ability to investigate and resolve issues in a systematic manner is a requirement of the role. As is the ability to "think outside the box" to deliver solutions to customers.
  • Common Sense

Self Motivation

  • Because the role may at times offer the flexibility of working from your place of residence you must be selfmotivated and capable of working independently with mínimal direction.

What You Can Expect

  • Be critical in integrating your technical skills for a Global leading organisation.
  • Joining a
    collaborative small team of
    likeminded individuals:
  • Be
    supported and developed in your role

Who we are


We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else.

For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases.

Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.


What we look for


Imagine getting up in the morning for a job as important as helping to save and improve lives around the world.

Here, you have that opportunity.

You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time.

Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively. We are an equal opportuni