IT Support Engineer

The Support & Field Engineer plays a crucial role in ensuring seamless IT service delivery across the organisation. The role combines on-site and remote technical support, focusing on incident management, service requests, IT infrastructure maintenance, and employee onboarding/offboarding. The successful candidate will actively contribute to process improvements and ITIL best practices, ensuring optimal IT operations.

1. Technical Troubleshooting:
   • Diagnose and resolve hardware, software, and network issues across Windows OS (Windows 10, 11), Microsoft 365, and Active Directory environments.
   • Perform root cause analysis to identify underlying technical issues and recommend preventive measures.
   • Conduct on-site visits when necessary to troubleshoot endpoint devices, network connectivity, and IT infrastructure problems.
   • Support the deployment and configuration of IT systems, ensuring compatibility and optimal performance.
   • Maintain security and compliance standards when troubleshooting devices and user access issues.
   • Stay updated with the latest pharmacovigilance regulations and industry best practices to effectively troubleshoot and resolve users’ issues.
2. Customer Support:
   • Deliver high-quality IT support services to internal users, ensuring a positive end user experience
   • Provide clear, professional communication to users, explaining technical issues and resolutions in an accessible manner.
   • Assist with the IT aspects of employee onboarding and offboarding, ensuring timely setup and deactivation of accounts, permissions, and hardware.
   • Escalate complex issues to higher-level support teams while maintaining ownership and follow-up.
   • Offer proactive guidance to users on IT best practices, including security awareness and system usage.
3. SLA Compliance, Ticket Management and Documentation:
   • Manage IT tickets efficiently, ensuring incidents and service requests are logged, prioritised, and resolved within agreed SLAs.
   • Follow ITIL best practices to ensure structured incident management and service delivery.
   • Keep accurate records of reported issues, troubleshooting steps, and solutions to build a knowledge base for future reference.
   • Ensure IT asset tracking is maintained, updating records of deployed and decommissioned devices.
   • Support audits by ensuring IT service records and documentation remain up to date.
4. Customer Satisfaction and Continuous Improvement:
   • Monitor user feedback to assess satisfaction with IT services, identifying recurring pain points and areas for improvement.
   • Contribute to process improvement initiatives to enhance IT service efficiency, user experience, and response times.
   • Work collaboratively with IT teams to implement system updates, new technologies, and service enhancements.
   • Stay up to date with industry trends and best practices to drive innovation within IT support.
   • Participate in IT projects, providing expertise on user experience, technical requirements, and service impact.

• A bachelor’s degree in computer science, information technology, or a related field is preferred. However, equivalent work experience or industry certifications (CompTIA A+, Microsoft, ITIL) will be considered.
• Minimum 2 years of experience in a similar position.

• Troubleshooting hardware and software issues.
• Proficiency in ticketing systems, ITIL processes remote support tools.
• Experience with endpoint management and Active Directory administration.
• Proficiency in troubleshooting technical issues in software applications, system configurations, network setups, and database connectivity problems.
• Excellent problem-solving and analytical skills, with attention to detail and a proactive approach.
• Effective communication skills, both verbal and written, to interact professionally with users and internal stakeholders.
• Understanding of pharmacovigilance processes, including adverse event reporting, signal detection, and risk management.
• Ability to follow SOPs and comply with pharmacovigilance regulations and guidelines, work independently, manage time effectively, and prioritize tasks in a fast-paced environment.

• Problem-solving
• Reliable
• Time Management
• Fluency in English

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology, Training, and Consulting
• Industries: Information Services and Technology, Information and Media