Company overview:
TraceLink’s software solutions and Opus Platform help the pharmaceutical industry digitize their supply chain and enable greater compliance, visibility, and decision making. It reduces disruption to the supply of medicines to patients who need them, anywhere in the world.
Founded in 2009 with the simple mission of protecting patients, today Tracelink has 8 offices, over 800 employees and more than 1300 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.
Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.
IT Support Specialist
The Opportunity:
TraceLink is seeking a technically talented and highly motivated IT Support Specialist to join the global enterprise IT organization based in Pune, India. The IT Support Specialist will be responsible for providing day-to-day internal desktop support to global office teams and remote staff. The position calls for outstanding customer service and communication skills coupled with excellent problem-solving abilities and the ability to thrive in a fast-paced, dynamically growing and compliance-based healthcare technology company. The role is highly visible and is built upon frequent customer-touch services, so an upbeat, positive attitude combined with a passion for delivering first class unified global IT services is essential to success.
Responsibilities:
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Based on strong MacOS and Windows desktop support knowledge in a global corporate environment, respond to internal IT requests in a timely manner with excellent customer service
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Provide support for business applications including Google G Suite for Business, Microsoft Office Suite, Slack, Zoom, Salesforce, & Adobe Suite
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Assist in the administration of E-mail, Slack, Druva, Active Directory, Okta, Jamf, MDM, Intune, Zoom, Adobe, and other corporate, IT and Security SaaS applications
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Execute imaging procedures and new hire technology and workspace onboarding as well as user account provisioning in accordance with requisite compliance guidelines
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Identify complex problems, investigate root-causes, and recommend scalable solutions
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Participate in a global follow-the-sun support team environment. This position may require someone who can come in early, stay late, and assist on the weekends as the business requires
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Keep team and manager informed of trends, significant problems, or unexpected delays and make proactive recommendations for improvements
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Create and update procedures and technical documentation in our knowledge base and IT support pages
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Able to work on projects and meet deadlines while maintaining quality of work and balancing with day-to-day support functions
Requirements:
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3+ Years’ experience in a Help Desk Technical Support role including multi-site global support with a proven track record in fast-paced business environments greater than 500 people
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College degree or equivalent work experience
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Excellent customer service and communication skills
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Extensive knowledge of MacOS operating systems in an enterprise environment
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Experience supporting business applications including Google G Suite for business and Microsoft Office suite
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Ability to absorb and retain information quickly
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Experience supporting both on-site and remote users using remote connectivity tools
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Experience with automated application deployment and remote access technologies
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Strong understanding of ticketing, security patching and desktop imaging systems
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Highly self-motivated and directed
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Keen attention to detail and superb organizational skills
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Strong troubleshooting and problem-solving skills
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Experience working in a team-oriented, collaborative environment
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General knowledge of TCP/IP and network topologies
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Healthcare or other security/compliance regulated industry experience preferred
Please see the Tracelink Privacy Policy for more information on how Tracelink processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact [email protected].
What We Do
TraceLink is the only network creation platform company that builds integrated business ecosystems with multienterprise applications - the true foundation for digitalization - delivering customer-centric agility and resiliency for end-to-end supply networks and leveraging the collective intelligence of entire industries.
Delivering end-to-end supply chain solutions, TraceLink's Opus Platform enables speed of innovation and implementation with an open partner model for no-code and low-code development of solutions and applications.
At TraceLink, we blend decades of knowledge in SaaS technology and supply chain business processes with a clear vision for advancing manufacturing industries through disruptive, unconventional software solutions.
With headquarters in Massachusetts, TraceLink has six global offices through North America, South America, Europe, and Asia.
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