IT Desktop and Support Engineer (Computing Consultant)

Who We Are – MassMutual Romania

MassMutual Romania – in partnership with MassMutual in the United States – will help shape a culture of innovation and to create the digital products and technology solutions that help people secure their future and protect the ones they love. Positioning MassMutual for its next 20 million customers and remaining innovative in a digital-first world led to the creation of MassMutual Romania in 2020. With offices in Bucharest and Cluj, MassMutual Romania was established to build an in-house team with expertise in application development and support, quality assurance and data science. For 170 years, MassMutual has put its customers at the heart of what it does by providing holistic financial solutions, guidance, and education on their terms. Its long-term strategy helps ensure that policyowners and their loved ones can rely on them to be there when they need them most. If this vision excites you, come join us and become a MassMutual Romania team member. This is a great opportunity to be part of the transformational journey at MassMutual Romania. As we continue to grow our business and look for new ways to engage with customers, technology will be one of the most important enablers to our success and you can be a part of it.

The Opportunity

Do you want to be part of a team that encourages your growth, supports your ambitions, and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual Romania, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual. If this sounds like a fit, come join our team.

We are currently seeking an IT Support Engineer to join our local team in Cluj.

The IT Support Engineer role will work in partnership with MassMutual customers to support and maintain organizational computer systems, software, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal performance in order for the customers to meet their business objectives and overcome problems.

The person will also troubleshoot problem areas (in person, by telephone, chat, or work order) promptly, documented, and accurately, and provide end-user assistance where and when required. Have the required technical skill set to deliver successful fulfillment of services across multiple Workstation and Infrastructure disciplines.

Responsibilities:

▪ Desktop, laptop, and mobile device support

▪ MAC / Windows expertise/troubleshooting mastery/understanding of how to build images and install/configure software

▪ Networking/voice expertise,

▪ Work with site IT and business management to understand global network

requirements, analyze problems, and recommend solutions and upgrades.

▪ Ensure high availability, OS upgrades, and patches are applied and identify

vulnerabilities and security risks are remediated in a timely fashion

▪ Function as an advocate for the networking systems and protocols to ensure

excellent support is provided

▪ Seek out and implement opportunities for the automation of tasks

▪ Assist/Support other network-related tasks/requirements as directed by management

▪ Troubleshoot network, video, and VoIP, working with the network team, site IT, and vendor support to isolate and restore systems promptly.

▪ Assist the Senior Network Engineers with developing, monitoring, and implementing network security procedures for safeguarding all networking systems

▪ Perform root cause analysis on outages

▪ Monitor global networking systems, manage trouble tickets, and communicate with internal clients, Service Desk, and other IT entities.

▪ Install network equipment, following global standards for design, installation, and support of network systems.

▪ Diagnostic and problem resolution

▪ Hardware and software upgrades and installations

▪ Technical planning for the delivery of current/future technologies

▪ Customer education and consulting

▪ Fulfill basic to complex audio-visual support

▪ Fulfill onboarding, termination, disposal, and hardware refresh support

▪ Deliver proactive hardware/software cross-training and research

▪ On call on demand on rare occasions

Requirements:

▪ 3-7 years of related experience

▪ Have the ability to work autonomously and be a key contributor to a team.

▪ Be professional and courteous

▪ Continue to grow and develop your professional and technical skill sets

▪ Handle projects or work with a defined scope

▪ Work with guidance on team/unit projects

▪ Have problem-solving capabilities

▪ Make worthwhile improvements to existing programs, and procedures

▪ Make practical suggestions for improving work processes

▪ Work for consensus and contribute to the achievement of work group goals

▪ Balance travel between locations while exceeding service levels

▪ Advanced English required

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