Senior IT Technical Support Engineer

Company Description

We are PrimeVigilance (part of Ergomed Group), a specialised mid-size pharmacovigilance service provider established in 2008. We are proud to have achieved global organic growth year after year, with staff based across Europe, North America and Asia all covering services within: Medical Information, Pharmacovigilance, Regulatory Affairs and Quality Assurance. 

PrimeVigilance provides first class support to our small to large pharmaceutical and biotechnology partners maintaining long lasting relationships and has become one of the global leaders in its field. We cover all therapy areas including medical device. 

We love investing in our staff by providing an excellent training and development platform. We value employee experience, well-being and mental health and we acknowledge that a healthy work life balance is a critical factor for employee satisfaction and in turn nurtures an environment from which a high-quality client service can be achieved. 

Come and join us in this exciting journey to make a positive impact in patient’s lives. 

Job Description

The purpose of this position is to provide comprehensive technical support to all company group users and external parties connected to the company systems. The Senior Technical Support Engineer will be responsible for:

• 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.
• Participating in project teams to implement new technologies and systems, providing expert technical input and support throughout the project lifecycle.
• 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.

Qualifications

The successful candidate must possess the following qualifications:

• Education: A secondary or university degree is mandatory.
• Experience: A minimum of 5 years of relevant work experience in IT technical support is essential

Technical Proficiency: Demonstrated expertise in the following areas is required:

• Windows 10 and Windows Server 2012 (and newer versions)
• Microsoft Exchange 2016 (and newer versions)
• Microsoft SharePoint 2010 (and newer versions)
• Advanced administration of Office 365
• PowerShell scripting
• IT security concepts, including encryption, IDS, IPS, and disaster recovery
• Networking skills, encompassing routing, switching, and firewall management
• Enterprise-level antispam and antivirus administration
• Backup systems
• Monitoring and alerting tools
  
• Language Proficiency: Advanced knowledge of English is imperative for effective communication within the organisation and with external parties.
• Additional Skills: The ideal candidate will possess strong analytical and problem-solving abilities, excellent communication skills, and the capacity to work effectively under pressure in a fast-paced environment.

Additional Information

Why PrimeVigilance? 

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!