FOR ACTIVE POOLING: IT Technical Support Specialist

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FOR ACTIVE POOLING: IT Technical Support Specialist (Remote – US Hours)

Are you passionate about solving tech challenges and delivering exceptional support? Join Vanivation Corp. (the PH subsidiary of Vanigent Biopharm) as our next IT Technical Support Specialist

What You'll Do: As a key member of our IT team, you'll provide top-tier technical assistance to end-users, troubleshoot hardware/software/network issues, and ensure smooth system operations. You'll also help educate users on cybersecurity best practices and contribute to a collaborative, results-driven environment.

Role Summary

The IT Technical Support Specialist provides technical assistance and support to end-users, helping them resolve hardware, software, and networking and security issues. This role involves troubleshooting, diagnosing, and resolving problems, as well as installing and maintaining IT systems. The ideal candidate is customer-oriented, has excellent English communication skills, and is able to work effectively in a team environment.

Job Details

Work from home

Monday to Friday | 8 AM to 5 PM EST or 9 AM to 6 PM EST or 10 AM to 7 PM EST

Will follow US Holidays

Key Responsibilities

• Technical Support: Provide technical support to end-users via phone, email, or in-person, resolving issues related to hardware, software, operating systems, printers, and networks. Provide guidance to users on basic cybersecurity best practices to protect sensitive information
• Troubleshooting: Diagnose and troubleshoot technical issues, guiding users through problem-solving steps and documenting solutions.
• Installation and Configuration: Install, configure, and maintain hardware, software, and peripheral devices, ensuring compatibility and proper functioning.
• Ticket Management: Use a ticketing system to track, prioritize, and manage support requests, ensuring timely resolution of issues.
• Documentation: Create and maintain technical documentation, including user guides, FAQs, and knowledge base articles.
• User Training: Conduct training sessions for end-users on software applications, IT best practices, and security protocols.
• System Monitoring: Monitor IT systems to detect and address potential issues, ensuring optimal performance and security. Monitor systems for security incidents and escalate any suspicious activity as needed
• Collaboration: Collaborate with other IT team members to address complex technical issues and implement IT projects.

Qualifications

• Technical Knowledge: Strong understanding of hardware, software, operating systems, networking, and security concepts. In-depth knowledge of Microsoft 365 applications, including Outlook, Teams, SharePoint, OneDrive, Power Platform, and Entra.
• Problem-Solving Skills: Ability to diagnose and resolve technical issues effectively and efficiently.
• Communication Skills: Exceptional English communication skills, both verbal and written with the ability to explain technical concepts in simple terms to non-technical users.
• Customer Service Orientation: Strong focus on providing exceptional customer service and building positive relationships with end-users.
• Teamwork: Ability to work collaboratively with other IT team members and contribute to team goals.
• Adaptability: Willingness to learn new technologies and adapt to changing IT environments.
• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum 2 years of previous experience in an IT support or technical support role.

WHY VANIGENT

Vanigent is a fast-growing Contract Sales Organization (CSO) based in Atlanta, serving the biotechnology and pharmaceutical industries. With a leadership team averaging 25 years of life sciences experience, we deliver strategic and commercial solutions across multiple therapeutic areas while upholding the highest standards of innovation, compliance, and integrity.

Our approach combines decades of field expertise with technology-driven solutions that help clients streamline compliance, optimize sales performance, and remain audit-ready. Our flagship platform, Vanitrack, is an AI-powered compliance and expense management solution built specifically for biotech and pharmaceutical sales teams.

Through our consultative model, we provide best-in-class commercial execution, proactive monitoring, and rigorous training, empowering clients to achieve measurable results while maintaining the highest ethical standards. At Vanigent, we bridge strategy and execution to help life sciences companies succeed in an evolving marketplace.

Vanivation Corp. is the local independent entity in the Philippines of Vanigent. Focused on providing technology-driven solutions for pharma, diagnostics and medical devices industries. We deliver innovative solutions that optimize operations, ensure compliance and drive growth.

We are proud to be an affirmative action/equal opportunity employer, committed to diversity, equity, and inclusion. We do not discriminate based on age, race, color, religion, gender, gender identity, sexual orientation, national origin, protected veteran status, disability, or any other legally protected status.
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