Associate Specialist Technical Support

Job Description
Responsible for countries. Working onsite with cross‑country coverage and travel between countries required as needed.

• Croatia, site is in Zagreb and needed 60% allocation of time
• Slovenia site which is in Ljubljana 40% allocation of time

Employment type
Full-time, (on-site / hybrid as required)

We are seeking an experienced IT Site Support Engineer to provide on‑site and remote IT support across two countries. The role is responsible for delivering high-quality Install/Move/Add/Change (IMAC) services, break/fix resolution, complex client computing troubleshooting, network infrastructure support, and IT support for events. You will ensure adherence to company technical standards, support audits, participate in special projects, and maintain IT team financial discipline.

Key Responsibilities

• Provide site support to end users and maintain network infrastructure across both countries.
• Deliver IMAC activities (installations, moves, additions, changes) and perform break/fix work on hardware and software.
• Provide remote and on-site end-user support, ensuring high customer satisfaction and clear communication.
• Diagnose and resolve complex client computing and network issues; escalate when necessary and document resolutions.
• Lead or participate in special IT projects as assigned by company.
• Plan and deliver IT support for external events from planning through implementation, coordinating with stakeholders.
• Prepare and maintain documentation and evidence to support internal and external IT audits for both countries.
• Adhere to financial obligations of the IT team, including asset management, purchase controls, and cost-conscious practices.
• Follow company technical and quality standards, processes, and procedures.

Required Skills And Experience

• Proven experience providing end-user support and network/site infrastructure support across multiple locations or countries.
• Strong competency in IMAC, break/fix, and advanced troubleshooting of client devices and peripherals.
• Experience with supporting events and coordinating IT delivery across stakeholders.
• Solid understanding of networking fundamentals and hands-on experience with network equipment and troubleshooting.
• Familiarity with Active Directory, Group Policy, common endpoint management tools (e.g., Intune, SCCM), and ticketing systems (e.g., ServiceNow).
• Excellent communication skills and customer service orientation.
• Strong documentation practices and experience preparing for audits.
• Financially disciplined with experience tracking assets and adhering to procurement or budget controls.

Preferred Qualifications

• 3+ years' relevant IT support experience
• Certifications such as CompTIA A+/Network+, Microsoft Certified, Cisco CCNA, or ITIL Foundation.
• Experience supporting both Windows and macOS endpoints;
• Multilingual ability relevant to supported countries is an advantage.

What We Offer

• Competitive salary
• healthcare, pension, training/ certifications budget, travel allowance.
• Career development and training opportunities.

Required Skills
Computer Technical Support, Information Technology (IT) Support, Information Technology (IT) Support Services

Preferred Skills
Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status
Regular

Relocation
VISA Sponsorship
Travel Requirements
Flexible Work Arrangements
Hybrid

Shift
Valid Driving License
Hazardous Material(s)
Job Posting End Date
10/19/2025

• A job posting is effective until PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID
R369973