IT Technical Support Engineer

Medicine moves forward here. So will you. 

At PrimeVigilance, patient safety is not one part of the job. It is why we exist. 

We are a global pharmacovigilance specialist. Our teams help clients navigate complex regulations while keeping patient safety at the center of every decision, from early development through to post-marketing surveillance. Increasingly, the value we create is not only in processing safety data but in interpreting it: spotting the signal that matters early and turning it into insight our clients can act on. 

That work takes curious minds, problem-solvers and experts who care about getting it right. It also takes a culture worth staying for.

Across Europe, North America, South America, Asia and Australia, we work in an environment built on kindness, flexibility, growth and belonging, where colleagues support one another and good ideas are heard wherever they come from. 

If you want a role with real purpose, global reach and the chance to keep growing while you help protect patients, you will feel at home here. 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

IDEALLY we would like someone with MS 365, Azure and Exchange expertise.

• 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

We prioritize diversity, equity, and inclusion by creating an equal opportunities workplace and a human-centric environment where people of all cultural backgrounds, genders and ages can contribute and grow.  

To succeed we must work together with a human first approach. Why? because our people are our greatest strength leading to our continued success on improving the lives of those around us. 

We offer: 

• Training and career development opportunities internally  

• Strong emphasis on personal and professional growth 

• Friendly, supportive working environment 

• Opportunity to work with colleagues based all over the world, with English as the company language 

Our core values are key to how we operate, and if you feel they resonate with you then PrimeVigilance could be a great company to join!  

• Quality 

• Integrity & Trust  

• Drive & Passion  

• Agility & Responsiveness  

• Belonging 

• Collaborative Partnerships  

We look forward to welcoming your application.