Job Description
Summary of job scope:
This is an IT professional role where you will function as Global End User Services in information technology (IT), providing AV support to end-users (including Senior Executives) as well as general IT end-user support and infrastructure management. We are seeking a professional responsible for serving as technical focal and integrator leading a variety of infrastructure technical assignments.
Event technology production and webcasting support
- Provide hands-on support for meeting room and conference room AV, including Microsoft Teams Rooms, video conference endpoints, displays, projectors, cameras, microphones, speakers, control panels and cabling.
- Set up, test and support hybrid and in-person events, town halls and leadership meetings, including pre-event checks, rehearsal support and on-site standby.
- Perform routine AV health checks, firmware and software updates, and preventive maintenance in coordination with vendors and global AV product teams.
- Troubleshoot AV faults, coordinate repairs and replacements with vendors, and keep AV equipment reflected in asset records.
- Coach users on meeting room technology and maintain simple quick-reference guides that reduce repeat issues.
Executive and site leadership support
- Serve as the IT point of contact for executives and senior leaders at the site, providing responsive, discreet and white-glove support for their devices, mobile, collaboration tools and home or remote setups.
- Prepare and support executive meetings, town halls, board and leadership sessions end to end: room and AV readiness, pre-meeting technology checks, presenter setup, rehearsal support and on-site standby throughout the session.
- Support executive travel and visiting leadership, including pre-travel device checks, loaner equipment, connectivity in other locations, and readiness for offsite or customer-facing events.
- Prioritise and personally follow through on executive requests and incidents, coordinating directly with global, regional and platform teams to shorten resolution time and keeping the executive and their assistant informed of progress.
- Build working relationships with executive assistants to anticipate technology needs ahead of key meetings, site visits and business events.
- Handle confidential information and executive systems with strict adherence to company security, privacy and data handling policies.
End user support and service delivery
- Provide day-to-day IT end user support for Singapore, delivering high-quality support and consultation on technology use and adoption.
- Log, track and resolve IT requests and incidents within agreed service levels, escalating complex problems and keeping users informed of impact.
- Support IT onboarding and off-boarding to ensure a smooth experience across the employee journey.
- Educate and influence user behaviour to use global standard procedures for IT service requests and incident tickets.
- Monitor end-user client IT computing infrastructure and escalate anomalies that affect availability or stability.
Collaboration and business support
- Work closely with global and regional support teams on IT initiatives implemented in country.
- Participate in IT projects assigned by the team or country leader, delivering defined tasks to agreed timelines.
- Engage support and company IT platform teams when a request or incident is beyond what the local country IT team can resolve.
- Work closely with other IT colleagues in JCAP as One IT Team.
- Support business initiatives through the company's standard IT technology.
- Contribute to knowledge management by documenting fixes and updating knowledge articles.
Asset, vendor and process support
- Follow IT asset management processes and keep asset records complete and up to date.
- Support IT equipment lifecycle refreshes, including scheduling, deployment, data wipe and disposal record keeping.
- Work alongside IT contractors on daily service delivery, checking that requests and incidents are handled per SLA and raising quality or performance concerns to senior team members.
- Follow the company's procurement process for IT goods and services, with guidance from senior team members.
- Ensure compliance with safety and security protocols for IT equipment handling and storage.
Successful candidate:
- Provides expertise in the end user computing and infrastructure operations and is able to analyze, evaluate and diagnose complex specialty technical problems in a minimum period of time.
- Acts as a technical consultant between other IT team, management, users, and vendors regarding service requests, utilization, standards, security, and other specialty technical matters.
- Implements new technologies and procedures, delivers integration and configuration work and responds to complex problems.
- Understands and follows and delivers services in line with the IT Strategy, and Product model.
- Ensures resources are in place and manages the activities of staff, ensuring that they have the required information, equipment and tools necessary (i.e. schedules, procedure documentation, parts etc.) to complete projects.
- Manages suppliers to meet key performance indicators and agreed targets.
- Manages the operational relationships between suppliers and ensures potential disputes or conflicts are raised and resolved.
- Represents the Global End User Services organization at the sites.
- Effectively coaches, counsels and builds teams.
- Ability to summarize issues and prepare presentations to senior IT leadership.
We are seeking professionals with the following qualifications, skills, and experience:
Education level:
University degree in Computer Science, Information Systems, Engineering, or equivalent fields is desired.
Experience/Technical Skills:
- Strong Customer Service skills
- 4+ years' experience supporting IT operations, including 2+ years hands-on with Microsoft Windows desktops, Microsoft 365 and Office Suite, and network printer support.
- Practical exposure to audio visual support: video conferencing endpoints or Teams Rooms, displays, projectors, and audio setup and troubleshooting.
- Strong customer service skills, with a professional and approachable manner when supporting users face-to-face, over the phone and through tickets.
- Working knowledge of IT service delivery and support processes, such as ITIL incident, request and problem management.
- Basic understanding of IT telecom room and structured cabling practices.
- Strong interpersonal and collaboration skills with a sense of empathy; able to execute assignments with general direction and appropriate supervision.
- Good oral and written communication skills.
- Sound analytical and problem-solving ability, knowing when to escalate.
- Willingness to learn the company's infrastructure technology standards, IT strategy and operating model.
- Proactively participates in IT team activities and provides support when needed.
- Demonstrates a sense of service ownership and offers ideas for service improvement.
- Flexibility to provide occasional after-hours or weekend support for events, refreshes and site activities.
Preferred Skills
- Exposure to manufacturing or lab operations support.
- Basic LAN and WLAN networking knowledge.
- Experience coordinating with IT vendors or contractors.
- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft 365 / Teams Rooms credentials.
- Experience supporting multiple sites or a regional user base.
Required Skills:
Benefits Management, Benefits Management, Business Analysis, Business Process Improvements, End User Support, End-User Training, Escalation Management, Governance Management, Information Technology (IT), ITIL Framework, IT Service Delivery, Knowledge Management, Knowledge Management Systems, Logical Thinking, Meeting Facilitation, Operations Support, Program Management, Service Delivery, Service Operations, Service Request Management, Stakeholder Relationship Management, Strategic Planning, Technical Evaluation, Technical Support, Troubleshooting {+ 2 more}
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:
12/31/2026
*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.
