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Senior IT Support Technician

PRA Health Sciences
Job LocationSwansea
EducationNot Mentioned
Salary£30,000 - £40,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Sr IT Support Technician - Based Onsite in SwanseaAward WinningPRA and our employees have won numerous awards and accolades in the CRO industry and2020 hasn’t been any different with gold winners in the Project Manager and ClinicalResearch Team of the Year at the Pharma Times awards!We have won multiple awards across Europe, The America’s and Asia Pacific includingBioPharma Asia/Phar-East Best CRO, Pharma Times Clinical Company of The Year andspecial recognition at the Vaccine Industry Excellent Awards.As a Senior IT support Technician, you will provide global technical support for users.ResponsibilitiesThe responsibilities in this role include but not limited to the following:

  • Ensuring all incidents and service requests are resolved against SLAs and with the highest customer service standards. Communicates with end-users to communicate ticket resolution.
  • Staff onboarding and off-boarding, including laptop imaging and account creation/configuration. Working with facilities team to organize IT equipment shipments when needed.
  • Performing Quality Control role of complete tasks to ensure we meet the expected quality standards and that work complies with PRA’s Standard Operating Procedures (SOPs) and policies.
  • Follows standard operating procedures, system development life cycle methodology and policies.
  • Installs and maintains PC hardware and software to ensure use of standard configuration among locations.
  • Providing on-site and remote resolution of common computing/network issues .
  • Monitor, manage, resolve or refer IT ticket queue, triage, resolve issues in a professional manner or escalate in a timely manner.
  • Responds to help desk tickets using the appropriate tools and channels of escalation. Accurately recording all in the ITSM application.
  • Implements patches and upgrades to fix operations system problems or vulnerabilities.
  • Coordinates hardware repairs with vendors.
  • Maintains equipment inventory properly organized in the office and in in our system.
  • Projects: Work on additional project work when required, and can act as project lead on certain projects.
  • Work with Network/System Administrators to ensure optimal operations of all systems when required.
  • Exhibits an excellent attention to detail and multi-tasking ability with the capability of working independently.
  • Acts professionally with a passion for assisting others and problem-solving.
  • Meets performance standards set by assigned project work/objectives and organizational policies and norms.
  • Assists team members as needed
    • RequirementsYou are: Customer oriented and approachable with a mature personality. You understand the nature of the multi-domain IT environments and you have experience in working with a demanding customer and demonstrate good organizational skills. Desired Skills and Qualifications:
  • Experienced in delivering end-user IT support.
  • Analytical, dependable and able to multi-task
  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer or similar.
  • Advanced troubleshooting skills. Ability to provide step-by-step technical help, both written and verbal
  • Required experience strong knowledge of Microsoft operating systems
  • Good understanding of computer systems, mobile devices and other tech products
  • Experience with Active Directory/Microsoft Exchange
  • Basic IT Network troubleshooting skills
  • Experience in working with office 365 products / understanding the cloud-based solutions
  • Familiarity with remote desktop applications and help desk software (eg. Bomgar, Remedy)
  • Good interpersonal and communication skills in English, other languages are nice-to-have
  • BS degree in Information Technology, Computer Science or relevant field
  • Additional certification in Microsoft, Cisco or similar technologies is a plus
  • Video conferencing or presentational display devices.
  • Required proficiency in verbal and written business communication skills
    • Required skills
  • Computer Systems
  • Information Technology
  • Mobile Devices
  • Onboarding
  • Desktop Computers

    • Keyskills :
    Infmation Technology Onboarding

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