IT Support Engineer
4 days ago
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
- 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.
- 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.
- 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.
- 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.
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
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