ICON is a global healthcare intelligence and clinical research organisation united by a mission to bring new medicines and treatments to patients faster.
As a values-driven organisation, integrity, collaboration, agility, and inclusion are at the heart of how we work and interact with each other, customers, patients and suppliers.
大阪オフィスの社内ユーザーを支えるIT Support Engineerを募集します。
本ポジションは、大阪オフィスにおける主要なオンサイトITサポート担当として、社内ユーザーからのITに関する問い合わせ対応、PC・ネットワーク・各種システムのトラブルシューティング、IT機器の管理、インシデント管理など、幅広いITサポート業務を担当します。
大阪オフィスにおいてITサポートが必要となるため、リモートでの問い合わせ対応だけではなく、実際にオフィスでユーザーとコミュニケーションを取りながら問題を解決することが重要な役割となります。
一定のITサポート経験を持ち、日常的に発生するITトラブルについて、必要に応じて国内外のITチームと連携しながら主体的かつ自律的に対応できる方を求めています。
主な業務内容
1. ITユーザーサポート
- 大阪オフィスの社内ユーザーに対するITサポート
- 電話、メール、チケットシステム等を通じたIT関連の問い合わせ対応
- ユーザーからの問い合わせ・インシデントの受付、記録、管理
- PC、OS、Microsoft Office、メール、各種ソフトウェア・社内アプリケーションに関するサポート
- ネットワーク接続、システムパフォーマンス、ハードウェアエラー等のトラブルシューティング
- リモートアクセスに関するユーザーサポート
- 問題解決までのフォローアップおよびユーザーへの進捗報告
- 必要に応じた国内外ITチームへのエスカレーションおよび連携
2. インシデント／チケット管理
- ITチケットの確認および担当案件の適切なアサイン
- CRM／チケット管理ツールへの問い合わせ・対応内容の正確な記録
- Work Logの更新・管理
- 優先順位やSLAを意識したチケット対応
- 原則として、担当すべきチケットを長期間未アサインの状態にしないよう適切に管理
- 問題の内容に応じ、概ね2～5日程度での解決・クローズを目指した対応
- 頻繁に発生する問題について、恒久的な解決策を検討
- 解決方法や手順をKnowledge Bank／ナレッジベースへ登録・更新
※大阪オフィスでは、平均して1日6～10件程度のチケット対応を想定しています。状況に応じて、他拠点のITサポートを担当する場合もあります。
3. オンサイトITサポート
本ポジションでは、リモートサポートだけではなく、オフィスでの実務対応も重要となります。
- PC・周辺機器等のセットアップおよびトラブル対応
- ノートPC等のIT機器の梱包・発送
- IT機器・備品の移動や設置
- オフィス内で発生するハードウェア関連の問題への対応
- 社内イベントやミーティング等におけるITサポート
- 必要に応じた機器準備、設置、撤去等
一定の物理的なIT機器の取り扱いや移動・発送作業が業務に含まれます。
応募要件
必須要件（Must Have）
- ITサポート、サービスデスク、ヘルプデスク、デスクトップサポート等の実務経験3～5年以上を目安
- 社内ユーザーに対するITサポート経験
- PC／ハードウェアに関する基本的な知識・トラブルシューティング経験
- Windows等のOSに関するサポート経験
- Microsoft Officeに関するサポート経験
- メールシステム、リモートアクセス等に関する知識
- ネットワーク接続に関する基本的なトラブルシューティング経験
- 各種ソフトウェア・社内アプリケーションのサポート経験
- IT上の問題を分析し、主体的に解決できる問題解決能力
- チケット／CRMシステム等を使用したインシデント管理経験
- 社内ユーザーに対する高いカスタマーサービス意識
- 大阪オフィスへの定期的な出社が可能な方
- IT機器の梱包・発送・設置・移動等の業務に対応できる方
As an IT Support Engineer III at ICON, you will contribute to our client services function, working collaboratively to deliver high-quality outcomes across our clinical programmes.
What You Will Do:
Your role will involve delivering IT support and service management work to a high standard, working closely with your team and stakeholders.
Key responsibilities include:
- Act as a central point of contact for user IT issues and queries via phone and email.
- Answer, log, and manage calls from internal users, providing timely assistance.
- Analyze both technical and operational problems to devise permanent solutions.
- Maintain and update the work log in CRM tool(s).
- Assist in the support of administrative computer-based applications.
- Uphold a high standard of customer service and adhere to service management principles.
- Develop solutions for recurring issues and add them to the Knowledge bank.
Your Profile:
You will bring relevant IT support and service management experience, along with the following qualifications and skills.
Required qualifications and experience:
- Bachelor's degree in Information Technology, Computer Science, or related field (preferred).
- ITIL foundation certification (preferably) in IT service management preferred.
- Proven experience as an IT Support Engineer or similar role.
- Strong knowledge of operating systems, servers, networks, MS Office, email systems, remote access, and various software and local applications.
- Exceptional problem-solving skills for both technical and operational issues.
- Ability to provide timely and efficient assistance to internal users.
- Experience in maintaining and updating work logs in CRM tools.
Employment with ICON is contingent upon having the legal right to work in the country where the role is based.
Rewards & Benefits
ICON offers a competitive and comprehensive total rewards package designed to support your health, wellbeing, and career development.
Benefits may include:
- Competitive base salary and performance related incentives
- Health and wellbeing programmes including medical, dental, and vision coverage where applicable
- Retirement and pension plans
- Life assurance and disability coverage
- Employee assistance programmes and wellbeing resources
- Learning and development opportunities through structured training and career pathways
Benefits may vary depending on role and location.
Visit our careers site to read more about the benefits ICON offers.
Inclusion and Accessibility
ICON is an equal opportunity employer. We are committed to building an inclusive and accessible workplace where everyone feels valued and supported.
If you require reasonable accommodations during the recruitment process, please let us know or submit a request here.
Are you a current ICON Employee? Please click here to apply
Skills Required
- 3-5 years of IT support/service desk/desktop support experience
- Experience supporting internal users and providing high customer service
- PC and hardware troubleshooting experience
- Support experience for Windows and other operating systems
- Microsoft Office support experience
- Knowledge of email systems and remote access support
- Basic network connection troubleshooting experience
- Experience supporting various software and local/internal applications
- Experience with ticketing/CRM systems and incident management (work log updates)
- Ability to analyze IT problems and proactively resolve them
- Ability to regularly work onsite at the Osaka office
- Ability to handle packing, shipping, installation, movement of IT equipment
- Bachelor's degree in IT, Computer Science, or related field
- ITIL Foundation certification
ICON plc Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ICON plc and has not been reviewed or approved by ICON plc.
-
Healthcare Strength — Benefits are described as comprehensive, with medical coverage and wellness initiatives highlighted. Larger sites are also associated with added wellness supports such as onsite fitness options and access to an employee assistance program.
-
Leave & Time Off Breadth — Time-off and flexibility provisions are positioned as a meaningful part of the total package, including vacation/annual leave and flexible work scheduling. Flexibility is sometimes cited as helping offset long hours in certain roles.
-
Retirement Support — Retirement and savings support is presented as a core component of the benefits package, including offerings such as pension arrangements in some locations and a U.S. 401(k) plan with company match. Financial planning resources are also emphasized as part of broader security benefits.
ICON plc Insights
What We Do
Since our foundation in Dublin, Ireland in 1990, our mission has been to help our clients to accelerate the development of drugs and devices that save lives and improve quality of life. We do this by delivering best in class information, solutions and performance, with an unyielding focus on quality at all times. We offer a full range of consulting, development and commercialisation services from a global network of offices in 53 countries. We focus our innovation on the factors that are critical to our clients – reducing time to market, reducing cost, and increasing quality – and our global team of experts has extensive experience in a broad range of therapeutic areas.
