Job DescriptionOur Support Functions deliver services and make recommendations about ways to enhance our workplace and the culture of our organization. Our Support Functions include HR, Finance, Information Technology, Legal, Procurement, Administration, Facilities and Security.The Global End User Services team is seeking a proactive Executive Support Technician to join our Executive Support IT Support team in Switzerland. This critical role offers an exceptional opportunity to engage with global teams and tackle significant challenges at the intersection of healthcare, information, and technology, thereby contributing to our overarching mission of saving lives through innovative technological solutions.Our Global End User Services team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We are seeking energetic, forward-thinking professionals to join our Information Technology group in Switzerland. As part of that team, you will have the opportunity to work with global teams to identify and tackle the biggest opportunities and challenges at the intersection of healthcare, information and technology. Overall, our Executive Support Program (ESP) offers technology professionals incredible opportunities to learn from others across the globe, to challenge themselves, and to enjoy a reward that technology careers don’t often bring: the satisfaction of helping to save lives.Being part of a high-performing global team responsible for managing the stability and proactive maintenance of our Company’s 300 top Executives. As a member of the Executive Support team, the successful candidate will be responsible for collaborating internationally to deliver the services and solutions that help our Executives to be more productive and enable innovation.The Executive Support technician will be the first point of contact for our Company Executives in the EMEA region. This requires a high level of technical proficiency and requires an individual with executive presence and strong communication skills. Must quickly and effectively diagnose, and resolve issues related to Macintosh, PC’s, mobile devices, printers, and video conferencing etc. Our Company is looking for an individual who is customer-focused, passionate about the end-user experience, enjoys challenging themselves constantly to improve, and empowering the end-user community by providing IT knowledge and tools.Main Responsibilities:Premier Technical Support: Act as the primary point of contact for our company’s senior executives across the EMEA region, providing comprehensive on-site and off-site technical assistance. This includes supporting various devices such as Macintosh computers, PCs, mobile devices, printers, and video conferencing systems.White Glove Support Services: Deliver high-touch, personalized support characterized by meticulous attention to detail and a focus on creating an outstanding experience for the executive. This entails anticipating needs, providing proactive solutions, and ensuring that executives can seamlessly integrate technology into their workflows with minimal disruption.Service Excellence and Efficiency: Swiftly diagnose and resolve technical issues, utilizing innovatively tailored solutions to enhance the executives› productivity. Educate and guide executives on leveraging technology tools efficiently, thereby maximizing their operational effectiveness.Relationship Cultivation: Build and maintain strong, trust-based relationships with executives, positioning yourself as their trusted advisor for all technology-related needs. Demonstrate a deep understanding of their unique workflows and preferences to ensure personalized and responsive service.Confidentiality and Discretion: Uphold the highest standards of confidentiality while addressing executive-level requirements and sensitive information. This includes ensuring that all support interactions are handled with discretion and professionalism.Trend Analysis and Recommendations: Remain updated on current and emerging technologies and industry trends to provide informed, strategic recommendations that enhance operational efficiency and meet the evolving needs of executives.Proactive Incident Management: Log all service requests and incidents using the company’s call logging tool to ensure transparent tracking, monitoring metrics, diagnosing chronic issues, and facilitating timely follow-ups for effective resolution.Cross-Functional Collaboration: Lead resolution efforts requiring cross-functional support, working closely with various internal teams, including engineering and operational staff, to address complex issues effectively. Act as a liaison to facilitate problem-solving and service delivery.Identification of key support: Determine key IT support personnel in various geographical areas within the EMEA region. This may include IT managers, technical support leads, or systems engineers who are pivotal in providing on-the-ground support for executives.Scheduled Meetings: Arrange regular meetings with these identified support personnel to discuss any new developments in executive support, share best practices, and communicate any specific challenges or needs faced by local executives. These discussions can also facilitate knowledge transfer regarding technology updates and organizational strategies.Outreach for Support: When an executive requires support in a specific region, proactively reach out to the designated key IT support contact in that area. Establishing clear lines of communication ensures rapid response and effective support for the executives› needs.Importance of these Responsibilities: These responsibilities collectively ensure that senior executives receive the highest level of support, which is crucial in maintaining their productivity and efficiency. By embodying the principles of premier support and relationship-building, the role contributes not only to individual executive success but also to the broader effectiveness and operational capability of the organization.Your Profile:Educational Background:A minimum of a high school diploma is required; further education in a relevant field is a plus.Professional Experience:A minimum of five years of experience supporting internal desktop systems, encompassing both software and hardware, with a strong emphasis on incident ownership and management.At least three years of experience working in a similar capacity supporting executive-level clients and their assistants, emphasizing personalized and responsive service.Proficient in supporting both Microsoft and Apple technologies, alongside networking and connectivity issues.Technical Competencies:Advanced knowledge of iOS and Android mobile devices, as well as hands-on experience with Mobile Device Management (MDM) solutions.Familiarity with tools such as Microsoft Outlook/Exchange, with demonstrated advanced troubleshooting capabilities.Experience with endpoint security solutions (full disk encryption and antivirus) and SCCM for software delivery and management.Personal Attributes:Professionalism Under Pressure: Ability to perform effectively in fast-paced and high-pressure environments while supporting C-Level executives, demonstrating poise and confidence.Exceptional Communication Skills: Strong client-facing abilities and the capacity to build trusted relationships with senior leadership and stakeholders at all levels, ensuring clear and concise communication.Detail Orientation and Tenacity: A meticulous approach to problem-solving, exhibiting tenacity in follow-up actions to ensure complete resolution and satisfaction.Our IT team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver the services and solutions that help everyone to be more productive and enable innovation.THE COMPANYOur company has had a presence in Switzerland since 1963. With a regional office and manufacturing/packaging facility, Lucerne is considered the center of operations. Approximately 1,000 people work collaboratively at the four Lucerne locations (Tribschenstrasse, Citybay, Schachen and Kriens). A fifth location has been recently established in Zurich, aimed at accelerating the development and commercialization of many of our company’s medicines and vaccines, which supports our mission to save and improve lives around the world. The new location has a target date of 2021 for operational readiness.We are proud to be certified as a “Top Employer Switzerland” and “Top Employer Europe” showing the company’scommitment to our employees and the community around us.The Ring Center building located in Kriens is our Regional Headquarters for Europe, Middle East and Africa. Employees from 50 nations across the region bring their diverse backgrounds and experiences together to develop solutions that benefit all our patients. From this site we provide leadership and support to more than 70 local subsidiaries around the world.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 opportunity employer, committed to fostering an inclusive and diverse workplace.Current Employees applyCurrent Contingent Workers applySearch 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: RegularRelocation: No relocationVISA Sponsorship: NoTravel Requirements: 25%Flexible Work Arrangements: Not ApplicableShift: Not IndicatedValid Driving License: NoHazardous Material(s): N/AJob Posting End Date: 02/21/2025*A job posting is effective until 11:59:59PM 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.