Support Engineer

Omega CRM is a Merkle & Dentsu company, leader in development of Customer Experience services, with over 20 years of experience in technology applied to marketing and customer relationship management, focusing on innovation. We are seeking a Support Engineer.

The role involves resolving onsite technical issues and requests that cannot be addressed remotely. It represents the Technology team in incident management, problem resolution, projects, and software delivery. The Support Engineer builds relationships with international support teams, consults with local business and leadership to evaluate support needs, and drives local optimization and technology adoption for end-user services.

Main Responsibilities :

• Analyze and resolve issues related to desktop environments, network applications, production applications, and hardware.
• Build and deploy hardware such as Windows and Mac laptops for new hires and upgrades.
• Support and maintain conference and meeting room equipment.
• Manage and resolve support tickets within SLA targets.
• Coordinate with third-party suppliers and escalate issues as needed.
• Collaborate with international support teams for cohesive support.
• Assist with projects like software upgrades, network improvements, and system imaging.
• Consult with business leaders to plan support strategies.
• Identify service issues and implement improvements through automation and self-service solutions.
• Support audits, certifications, GDPR activities, and local application support.

Professional Skills :

Additional Responsibilities :

What We Offer :

About Us :

Omega CRM, part of Merkle and Dentsu, is a global leader in customer experience, with over 23 years of expertise, a diverse team, and recognized leadership in the Salesforce ecosystem. We serve key industries with innovative, customer-centric solutions, emphasizing growth through talent and values like #Talent, #Flexibility, #Commitment, and #Innovation. We believe in growing together.

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