Onsite Support Engineer

Responsibilities

• Onsite Support :
• Provide timely and effective technical support for hardware, software, and networking issues.
• Perform routine maintenance, windows patching and upgrades on IT systems and equipment. (Computers, servers, operating systems, networks, and other technology components.)
• Install and configure computer systems, iPads, iPhones, printers, and other peripherals.
• Be the point of escalation.
• Troubleshooting and Repair :
• Diagnose and resolve technical issues with computers, servers, networks, and other technology components.
• Perform hardware repairs, replacements, and system updates as needed.
• Utilize diagnostic tools and software to identify and address system faults.
• Customer Service :
• Provide exceptional customer service to clients by addressing their technology concerns promptly and professionally.
• Communicate effectively with clients to understand their needs and provide appropriate solutions.
• Train and support end-users on technology usage and best practices.
• Documentation and Reporting :
• Maintain accurate records of all onsite activities, including service requests, incident reports, and maintenance logs.
• Document configurations, procedures, and troubleshooting steps for future reference.
• Provide regular status updates and reports to management.
• Compliance and Security :
• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Implement and enforce security protocols to protect client data and IT infrastructure
• Continuous Improvement :
• Stay current with emerging technologies and industry trends.
• Participate in training and professional development opportunities to enhance skills and knowledge.
• Contribute to the development and implementation of best practices and process improvements.
• Work as one team
• Work together with counterparts within and between the sites to share knowledge and improve processes
• Work together with other support teams which are on-site. (e.g Lab support , AV support)
• Work together with remote teams to provide the best possible service. (e.g Infrastructure , Security)
• Be the hands and eyes for remote teams when needed. (e.g. Network , Server , Security team)

Requirements

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 3+ years of experience in a field services or similar technical support role.
• Strong knowledge of computer hardware, software, networking, and operating systems.
• Proficiency in troubleshooting and repair of IT equipment and systems.
• Excellent customer service and communication skills.
• Ability to work independently and manage multiple tasks effectively.
• Fluent in written and verbal business English
• Some knowledge of pharmaceutical business and related business processes
• Some experience with IT Service Management, Service Desk, and Change Management processes
• Some work experience across multiple cultures and countries / regions is a plus
• Knowledge of ITIL and Agile
• Knowledge of ServiceNow ITSM
• Appreciation of working cultures and countries / regions
• Valid driver’s license and willingness to travel to other sites as requiredAppreciation of working cultures and countries / regions

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, or Microsoft Certified .
• Familiarity with Microsoft products (e.g., Teams, OneDrive, M365, Server Operating systems, Azure).
• ITIL and / or Agile certifications

Salary Range : $99,800-$133,000 (NOTE : Final salary could be more or less, based on experience)

Benefits :

• Medical, Dental and Vision Insurance
• Generous Paid Time Off options, including Vacation, Sick time, plus national holidays including Heritage Days, and Summer and Winter Breaks
• 401(k) match and annual company contribution
• Company paid life insurance
• Annual Corporate Bonus and Quarterly Sales Incentive for eligible positions
• Long Term Incentive Plan for eligible positions
• Referral bonus program

Working Environment

• This position will require on-site work and may require occasional evening or weekend work.
• The position may require 24 / 7 on call shared with other team members

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.