Information Technology Support Engineer

IT Support & Field Engineer

The Support & Field Engineer plays a crucial role in ensuring seamless IT service delivery across the organisation. The role combines both 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.

Main responsibilities:

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.

Education and Experience:

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.

Fortinet Certification and experience is a plus

Technical Skills:

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.

Soft Skills:

Strong customer service

Problem-solving

Communication skills.

Reliable

Time Management

Fluency in English