Technical Support Specialist
Adare Pharma Solutions, Italy
Job Description
Are you ready to join a growing, global drug development and manufacturing organization that puts people first? Come to Adare! We work closely with our pharmaceutical industry partners during all phases of drug development and commercial manufacturing with a mission of improving the lives of patients and medicines essential to people all over the world. Every role within Adare offers you a unique, customized experience with a chance to make a real impact that is critical to our success. With the help of people like you dedicated to our mission, Adare is transforming lives by transforming drug delivery!
Join our mission at Adare!
What can Adare offer you?
- Health Insurance
- Pension Plan
- Benefits
- Performance-based bonus
We are seeking to hire a Technical Support Specialist to join our IT team
If any of the below describes you, we would love to meet you!
JOB SUMMARY
The Technical Support Specialist will support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end-user training and assistance where required. They will manage all end-user support requests from the opening to the close.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Log and manage all requests and incidents sent in the ticketing system.
- Provide follow-up to users about the status of their requests or incidents.
- Manage the target SLA for all requests and incidents.
- Set up hardware and software programs.
- Manage the computer and desktop software performance.
- Perform the maintenance of equipment under their responsibility.
- Set up the equipment for new hires and provide training on the IT services and tools.
- Level 1 support on printer/fax and copiers, audio/video equipment, phone system, and local software.
- Responsible for the tape backup management
- Support the infrastructure team with project and technology evaluation.
- Perform IT communication to the local users.
- Document the support process and installation procedures.
- Maintain a complete inventory of the equipment on site.
- Create AD accounts, AD access rights, AD account deactivation, printers' installation and management.
- Monitor the network and escalate any issues to the infrastructure team.
- Manage all mobility devices and data plans.
- Participate in the development and implementation of methods, procedures, and regulations necessary for the smooth operation of the department.
- Act as the company’s representative by showing respect for the established values of the Company.
- Respects policies, procedures, and regulations in force in the company.
Requirements
- Minimum of a College Degree in computer science or a related field and 5 years of experience supporting computers and other related equipment and software.
- Troubleshooting skills in current client operating systems and computing hardware
- Experience with ticketing system
- End user support and SLA management experience
- Knowledge of computer setup, install, and imaging.
- Knowledge of common software programs (such as MS Office or web browsers)
- Understanding and ability to troubleshoot client TCP/IP network communications
- Experience supporting and using mobility devices (Iphone, Blackberry and Ipad)
- Knowledge of setting up or troubleshooting audio visual equipments (projector, video conference systems)
- Knowledge of setting up or troubleshooting phone system, printers/fax/copier
- Excellent written and oral communication skills, English, with the Company’s various internal and external stakeholders.
- Excellent written skills applied to operational and technical documents.
- General knowledge of various software used by the Company.
- Initiative, analytical ability and problem-solving skills.
- Ability to work in a heavily regulated environment.
- Quality planning and organization of work.
- Excellent priority management skills.
- Respect of confidentiality of all facets of the work.
- Ability to work under pressure and multi-tasking.
- Quality of judgment and evaluation of situations.
- Facility to adapt to a dynamic and rapidly changing environment.
Benefits
What can Adare offer you?
- Health Insurance
- Pension Plan
- Benefits
- Performance-based bonus