IT Technical Support Engineer

Company Description

We are PrimeVigilance (part of Ergomed PLC), a specialised mid-size pharmacovigilance service provider established in 2008. We are proud to have achieved global organic growth year after year, with staff based across Europe, North America and Asia all covering services within: Medical Information, Pharmacovigilance, Regulatory Affairs and Quality Assurance. 

PrimeVigilance provides first class support to our small to large pharmaceutical and biotechnology partners maintaining long lasting relationships and has become one of the global leaders in its field. We cover all therapy areas including medical device. 

We love investing in our staff by providing an excellent training and development platform. We value employee experience, well-being and mental health and we acknowledge that a healthy work life balance is a critical factor for employee satisfaction and in turn nurtures an environment from which a high-quality client service can be achieved. 

Come and join us in this exciting journey to make a positive impact in patient’s lives. 

Job Description

POSITION SUMMARY

The purpose of this position is to provide technical support to all company group users and external parties connected to the company systems.

The IT Technical Support Engineer is included in everyday tasks, works on the tickets, keeps track of his/her own tickets and group tickets .

KEY RESPONSIBILITIES

• Communications to end users, both internal and external, on incident and service requests, acting as the single point of contact
• Closing and documenting resolutions or workarounds in tickets
• Incident response, providing first line investigation, response, problem analysis, workaround, resolution or progression, categorizing, prioritizing and escalating IT incidents to appropriate resolver groups within SLA
• Maintenance of laptops and servers- user/computer administration
• Equipment provisioning – onboarding/offboarding process
• Ticket triage, ticket point of ownership and active progression through all Tier 2 and 3 queues
• Supporting all applications used company-wide
• Network administration and troubleshooting
• Training of Ergomed Group personnel on IT procedures as appropriate

Qualifications

Education

• Secondary/University education
• ITIL certifications preferred
• Experience
• Previous years of experience as IT Support Analyst or relevant work experience

Special Skills

• Windows 10, Windows Server 2012 and newer, Microsoft Exchange 2016 and newer, Microsoft Sharepoint 2010 and newer, Office 365, Networking skills - routing/switching/firewall, Antispam and Antivirus administration in enterprise environment, Backup, Monitoring and Alerting tools
• Language Skills: Advanced knowledge of English, Advanced knowledge of Japanese
• PC Skills
• All desktop operating systems and applications used in organisation

Additional Information

• Possibility of further education and training 
• Dynamic team of colleagues in a fast-growing company
• Multicultural environment, English as a company language
• Working in a friendly team of experts
• Fully home based position
• Indian working hours

Why PrimeVigilance? 

We prioritize diversity, equity, and inclusion by creating an equal opportunities workplace and a human-centric environment where people of all cultural backgrounds, genders and ages can contribute and grow.

To succeed we must work together with a human first approach. Why? because our people are our greatest strength leading to our continued success on improving the lives of those around us. 

We offer: 

• Training and career development opportunities internally
• Strong emphasis on personal and professional growth 
• Friendly, supportive working environment 
• Opportunity to work with colleagues based all over the world, with English as the company language 

Our core values are key to how we operate, and if you feel they resonate with you then PrimeVigilance could be a great company to join!

• Quality 
• Integrity & Trust
• Drive & Passion
• Agility & Responsiveness
• Belonging 
• Collaborative Partnerships

We look forward to welcoming your application!