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IT Support Engineer
Date posted: Aug 1, 2023
City: Boston
Country/Region: US
Type of Contract: Unlimited contract
Job Requisition ID: 3844
IT Support Engineer
About Servier Pharmaceuticals
At Servier Pharmaceuticals, we are dedicated to bringing the promise of tomorrow to the patients we serve.
We are a commercial stage, privately held pharmaceutical company, based in the U.S. Currently, we have four medicines approved in acute lymphoblastic leukemia (ALL), acute myeloid leukemia (AML) and cholangiocarcinoma (CCA). We have also accelerated our investment in hard-to-treat cancers, with more than 50% of our research and development dedicated to delivering significant advances in areas of high unmet need that may truly move the needle for our patients. Our pipeline is promising with several Phase 3 assets in the Oncology space.
Role Summary
The IT Support Engineer at Servier Pharmaceuticals plays an integral role to ensure that technology resources are available and functioning effectively to support the organization's operations. The IT Support Engineer will be actively involved in both daily operations as well as project related work in order to ensure a high level of stakeholder productivity. Daily operations will entail coordination and execution of technical support services for Servier’s IT systems including incident and request response and resolution. These activities include responding to stakeholder problems for both software and hardware applications, as well as performing installations, modifications and repairs on personal computers, peripheral devices, and software. Other daily activities include tracking hardware and software inventory and providing stakeholder training on the use of standard software. Project related work will entail a wide variety of activities including hardware and software migrations, deployment of new services, as well as periodically performing basic programming and scripting as required.
Primary Responsibilities
- Deploy and maintain software and hardware related components necessary to deliver IT services
- Investigate and resolve hardware, software, and network problems reported by users
- Assist users via phone, email, or in person to provide technical support and guidance
- Training stakeholders on the utilization of new IT services
- Conducting regular maintenance tasks such as software updates, system backups, and security patches
- Identify support trends, common issues, and recommendations for improvement.
- Deliver periodic refresher trainings on user-relevant topics to proactively maximize productivity
- Maintain an accurate inventory of infrastructure components, end user hardware and software.
- Collaborate with managed service vendors ensuring adherence to service level agreements and service continuity
- Other duties as required or directed by the Manager
Education and Required Skills
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Proficiency in supporting Microsoft 0365, including but not limited to SharePoint, Outlook, Teams, Word, and PowerPoint
- Excellent communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.
- Proficiency in troubleshooting and resolving hardware, software, and network issues.
- Excellent customer service orientation, with the ability to empathize, communicate clearly, and resolve issues promptly and professionally.
- Experience in using Jira IT service management ticketing systems to track and manage support requests efficiently.
- Strong documentation skills to maintain accurate records of support activities, resolutions, and knowledge base articles.
- Collaborative and cooperative mindset, capable of working effectively with other IT support team members.
Travel and Location
- Travel may be required 3-4 times per year
- Work location; Onsite in our Boston Seaport office
Servier’s Commitment
We’re an organization, committed to modeling diversity, equity, and inclusion for the entire industry, and to maintaining an inclusive environment with equitable treatment for all. We are interested in growing our team with passionate, committed, and innovative individuals. We encourage all to apply to our open roles and are always willing to consider skills and experiences outside of what is listed in the job description.
Servier’s Commitment
We’re an organization, committed to modeling diversity, equity, and inclusion for the entire industry, and to maintaining an inclusive environment with equitable treatment for all. We are interested in growing our team with passionate, committed, and innovative individuals. We encourage all to apply to our open roles and are always willing to consider skills and experiences outside of what is listed in the job description.
Servier Glassdoor Company Review
Olivier Laureau
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By placing the patient and the innovation at the heart of all our actions, we are determined to create and provide patients with innovative solutions that address unmet needs. Through our actions, we contribute to transmit to future generations a...
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DATE POSTED
August 5, 2023
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