Job Overview The IT Support Engineer provides with remote first-tier and second-tier Information Technology (IT) support to end-users, to restore service and / or identify and the correct core problem.
Essential Functions + Provide IT support to end-users to resolve operating devices difficulties and recommend system modifications to reduce or prevent IT equipment-related problems.
Escalate more complex problems to appropriate level of management and provide information on problems that are severe in nature or that are exceeding target dates.
Adhere to established IT policies, procedures and standards and ensure conformance with information systems, goals and procedures.
Provide creative, effective solutions and recommend procedures and resources to enhance efficiency, productivity, and end user satisfaction.
Provide training to end-users when indicated.+ Provide guidance to less experienced Service Desk staff in areas such as problem resolution, communication, etc.
Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
Maintain a working knowledge of Service Desk and IT Operations procedures related to client services.+ Participate in special projects such as new implementations, systems' improvements, etc.
Perform other duties as required.+ May be required to perform duties outside working hours. This will be managed according to the applicable country legislation.
This position is normally office-based, but due to the Covid-19 Pandemic is temporarily home-based, with 1-2 days at the office a week.
Requirements + Computer Science-related studies.+ At least 2 years of experience in similar positions, preferably at large companies.
Experience in a Service Level Agreement-style of IT service , with tight deadlines to resolve issues and metrics.+ Strong knowledge and experience of PC hardware repair / support.
Strong working knowledge of PC software (Microsoft operating systems and applications suites, email systems, etc.) within a network environment.
Working knowledge of infrastructure and Cisco networks (switch, routers, etc.).+ Working knowledge of Microsoft server, workstation and networking technologies.
Working knowledge of industry standards with regards to system and network administration.+ Technical working knowledge of Apple devices.
Upper-intermediate level of English (must be able to actively participate in English-speaking call conferences and to read and respond Emails in English).
Excellent customer service skills.+ Good communication skills, both oral and written.At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible - to help our customers create a healthier world.
The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way.
Learn more at IQVIA is a world leader in using data, technology, advanced analytics, and expertise to help customers drive healthcare - and human health - forward.
Together with the companies we serve, we are enabling a more modern, more effective and more efficient healthcare system, and creating breakthrough solutions that transform business and patient outcomes.
To get there, it takes diverse skills and a curiosity to explore new possibilities. No matter your role, everyone at IQVIA, including our colleagues at Q² Solutions, contributes to our shared goal of improving human health.
Thank you for your interest in growing your career with us.EEO Minorities / Females / Protected Veterans / Disabled