IT Support Admin (Field Engineer)

Support & Field Engineer

The Support & Field Engineer plays a crucial role in ensuring seamless IT service delivery across the organisation. The rolecombines both on-site and remote technical support, focusing on incident management, service requests, IT infrastructure maintenance, and employee onboarding/offboarding. The successful candidate will actively contribute to process improvements and ITIL best practices, ensuring optimal IT operations.

Main Responsibilities

* Technical Troubleshooting:
* Diagnose and resolve hardware, software, and network issues across Windows OS (Windows 10, 11), Microsoft 365, and Active Directory environments.
* Perform root cause analysis to identify underlying technical issues and recommend preventive measures.
* Conduct on-site visits when necessary to troubleshoot endpoint devices, network connectivity, and IT infrastructure problems.
* Support the deployment and configuration of IT systems,ensuring compatibility and optimal performance.
* Maintain security and compliance standards whentroubleshooting devices and user access issues.
* Stay updated with the latest pharmacovigilance regulations and industry best practices to effectively troubleshoot and resolve users’ issues.
* Customer Support:
* Deliver high-quality IT support services to internal users, ensuring a positive end user experience
* Provide clear, professional communication to users, explaining technical issues and resolutions in an accessible manner.
* Assist with the IT aspects of employee onboarding and offboarding, ensuring timely setup and deactivation of accounts, permissions, and hardware.

Escalate complex issues to higher-level support teams while maintaining ownership and follow-up.

* Offer proactive guidance to users on IT best practices, including security awareness and system usage.
* SLA Compliance, Ticket Management and Documentation:
* Manage IT tickets efficiently, ensuring incidents and service requests are logged, prioritised, and resolved within agreed SLAs.
* Follow ITIL best practices to ensure structured incident management and service delivery.
* Keep accurate records of reported issues, troubleshooting steps, and solutions to build a knowledge base for future reference.
* Ensure IT asset tracking is maintained, updating records of deployed and decommissioned devices.
* Support audits by ensuring IT service records and documentation remain up to date.
* Customer Satisfaction and Continuous Improvement:
* Monitor user feedback to assess satisfaction with IT services, identifying recurring pain points and areas for improvement.
* Contribute to process improvement initiatives to enhance IT service efficiency, user experience, and response times.
* Work collaboratively with IT teams to implement system updates, new technologies, and service enhancements.
* Stay up to date with industry trends and best practices to drive innovation within IT support.
* Participate in IT projects, providing expertise on user experience, technical requirements, and service impact.

Education And Experience

* A bachelor's degree in computer science, information technology, or a related field is preferred. However, equivalent work experience or industry certifications (CompTIA A+, Microsoft, ITIL) will be considered.
* Minimum 2 years of experience in a similar position.

Technical Skills

* Troubleshooting hardware and software issues.
* Proficiency in ticketing systems, ITIL processes remote support tools.
* Experience with endpoint management and Active Directory administration.
* Proficiency in troubleshooting technical issues in software applications, system configurations, network setups, and database connectivity problems.
* Excellent problem-solving and analytical skills, with attention to detail and a proactive approach.
* Effective communication skills, both verbal and written, to interact professionally with users and internal stakeholders.
* Understanding of pharmacovigilance processes, including adverse event reporting, signal detection, and risk management.
* Ability to follow SOPs and comply with pharmacovigilance regulations and guidelines, work independently, manage time effectively, and prioritize tasks in a fast-paced environment.

Soft Skills

* Strong customer service
* Problem-solving
* Communication skills.
* Reliable
* Time Management
* Fluency in both English and French