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Senior IT Support Analyst at Marsh – hybrid role in Cluj‑Napoca.
Resolve complex technical issues, drive service quality, and support cross‑team collaboration.
IT Support Senior Analyst @Marsh
Location: Cluj‑Napoca - Decembrie
Company: Marsh
We are seeking a talented individual to join our IT Support team at Marsh. This role will be based in Cluj‑Napoca, Romania. This is a hybrid role that has a requirement of working at least four days a week in the office.
As a Senior Analyst - IT Support, you will resolve complex technical issues, support colleagues across phone, chat, and in‑person channels, and help strengthen service quality through proactive problem‑solving and continuous improvement. You will also serve as a trusted resource for peers by sharing knowledge and helping raise the standard of support across the team.
Because onsite support and hands‑on technical work are part of this role, candidates must be based in Cluj‑Napoca or within reasonable commuting distance.
We will count on you to:
- Provide IT support to colleagues across multiple lines of business, diagnosing and resolving complex hardware, software, and mobility issues independently or with appropriate guidance.
- Support colleagues across phone, chat, and in‑person channels while meeting agreed service levels, KPIs, and documentation standards.
- Build, configure, deploy, maintain, and reimage laptops and related MMC technology.
- Use MMC Tech and related systems to log, track, prioritize, document, and close incidents and requests with accuracy and urgency.
- Escalate issues with warm hand‑offs to the appropriate technical teams and monitor progress through to resolution.
- Proactively identify at‑risk devices and service issues using Nexthink and other management tools, partnering with engineering teams on remediation.
- Collaborate across teams and locations in a global team‑of‑teams environment to minimize business disruption and improve service outcomes.
- Share technical knowledge, support less experienced colleagues, contribute to improvement initiatives, and assist with projects and occasional after‑hours critical support when needed.
What you need to have:
- Several years of relevant experience in IT support, desktop support, or service desk roles, with a proven track record of resolving complex technical issues.
- Strong knowledge of desktop operating systems, end‑user hardware, business software, and mobile technologies, along with confidence using service desk tools and support reporting.
- Proven ability to work within ITIL incident management processes or similar service frameworks, with strong troubleshooting, prioritization, and ownership skills.
- Excellent verbal and written communication skills in both English and Romanian, plus the ability and willingness to work at least four days per week onsite in Cluj‑Napoca.
What can you expect?
A varied role that blends remote and onsite support, hands‑on technical work, queue management, and collaboration with engineering teams.
The opportunity to take ownership of challenging technical issues and make a visible impact on colleague productivity and business continuity.
A collaborative, international environment that values accountability, service excellence, and continuous improvement.
Professional development opportunities that support growth toward more senior technical roles.
What makes you stand out?
- Advanced hands‑on experience with Active Directory, BitLocker, Azure Virtual Desktop, enterprise mobility management, and device lifecycle support.
- Experience working in a high‑volume service desk environment with KPI and SLA accountability, while remaining calm and effective under pressure.
- A proactive, solution‑oriented mindset, with evidence of mentoring teammates and contributing to process improvements or service optimization.
Why join our team:
This role is ideal for an experienced IT professional who wants to deepen their technical expertise while taking on greater responsibility and influence within a supportive, international environment.
We help you be your best through professional development opportunities, interesting work, and supportive leaders.
We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients, and communities.
Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well‑being.
A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary).
30+ days off (including legal days, birthday, public holiday replacements, and benefits options).
Performance bonus scheme.
Matching charity contributions, charity days off, and the Pay it Forward charity challenge.
Core benefits: Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance.
Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X.
Legal and Diversity Statements
Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.
Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office‑based teams will identify at least one “anchor day” per week on which their full team will be together in person.