IT Technical Support Engineer (Office based - Pune)

Medicine moves forward here. So will you. 

Clinical trials, safety studies, and audits make safe and innovative pharmaceutical-led care possible. As part of Ergomed Group, you help patients benefit so they experience more of life’s meaningful moments. Biopharmaceutical companies are our clients. Patients are our purpose. 

Ergomed Group brings together Ergomed CRO, PrimeVigilance, Prudentia, and ADAMAS Consulting to help biopharmaceutical companies develop, deliver and safeguard therapies in oncology, rare disease and other complex areas of medicine. Across the Group, our teams turn the signals that clinical trials, safety systems and quality data generate into insight that helps bring safer treatments to patients around the world. 

The science and analysis that guides our work is demanding. And this is where we excel. What defines us, though, is how we work together. Across countries, cultures and time zones, we bring kindness, curiosity and a shared sense of purpose to work that genuinely matters. Ideas are welcome here. Growth is expected. And every person has room to make a real difference to patients' lives. 

Whether you are early in your career or bringing decades of experience, we want you to feel valued for what you do and for who you are. If that sounds like the place you have been looking for, we would love to hear from you. 

• Engaging in everyday tasks, working on tickets, and maintaining oversight of personal and group tickets to ensure timely resolution.
• Closing and meticulously documenting resolutions or workarounds in the internal knowledgebase to facilitate knowledge sharing and improve future problem-solving efficiency.
• Conducting incident response, including first-line investigation, problem analysis, workaround development, and resolution or progression of IT incidents.
• Categorising, prioritising, and escalating IT incidents to appropriate resolver groups within Service Level Agreement (SLA) parameters.
• Performing maintenance of laptops and servers, including user and computer administration tasks to ensure optimal system performance.
• Managing equipment provisioning, including overseeing the onboarding and offboarding processes to maintain seamless workflow transitions.
• Developing and implementing proactive measures to prevent recurring issues and enhance overall system stability.
• Collaborating with cross-functional teams to design and implement IT solutions that align with business objectives and user needs.
• Mentoring junior team members and providing technical guidance to foster skill development within the IT support team.
• Creating and maintaining technical documentation, including standard operating procedures and user guides, to ensure consistent support delivery.
• Monitoring system performance and capacity, proactively identifying areas for improvement and optimisation.
• Staying abreast of emerging technologies and industry best practices and recommending innovative solutions to enhance the company's IT infrastructure and support capabilities.
• Training of Ergomed Group personnel on IT procedures as appropriate

• Relevant work experience in an IT support position
• Windows 11 and Windows Server 2019 (and newer versions)
• Microsoft Exchange 2016 (and newer versions)
• Microsoft SharePoint Online
• Administration of Office 365
• PowerShell scripting
• Basic familiarity with IT security concepts, including encryption, IDS, IPS, and disaster recovery
• Networking skills, encompassing routing, switching, and firewall management

When you join Ergomed Group, you make a difference by helping to bring safe and effective pharmaceutical treatment to patients around the world. You’ll join a passionate and collaborative team of experts in clinical research, pharmacovigilance, and quality consulting.  

We are diverse in many ways, yet our values unite us. Our values are how we work, not words on a wall. If they sound like you, you will feel at home here. 

• Quality: we hold ourselves to the standard patients deserve. 

• Integrity and trust: we do the right thing, especially when it is hard. 

• Drive and passion: we care about the outcome, because someone is waiting on it. 

• Agility and responsiveness: we move quickly, because patients cannot wait. 

• Belonging: everyone is welcome, and every voice counts. 

• Collaborative partnerships: we go further by going together. 

We look forward to welcoming your application.