IT Support Engineer at IQVIA

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

Part of a global team of Local Site Support Engineers providing end user IT support to office and field-based employees across South Africa and the wider region.

PURPOSE

Under general supervision, provide remote and on site 2nd and 3rd tier Information Technology (IT) support to end-users, to restore service and /or identify and correct core problems

RESPONSIBILITIES

• Recreate user problems to resolve operating difficulties and recommend system modifications to reduce user problems
• Responsible for meeting specified service level standards.
• Escalate more complex problems to appropriate level of management and provide information on problems that are severe in nature or that are exceeding target dates.
• Delegate IT support tasks, provide training and advice to more junior team members.
• Develop and maintain technical support documentation and training materials and assist in the development of standard operating procedures.
• Adhere to established IT policies, procedures and standards and ensure conformance with information systems, goals and procedures
• Participate on global and regional project teams.
• Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
• Maintain a working knowledge of Service Desk and IT Operations procedures related to client services.
• Perform other duties as required.
• All responsibilities are essential job functions unless noted as nonessential (N).
• Ability to establish and maintain effective working relationships with co-workers, managers and clients.
• Project management exposure.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Working knowledge of Microsoft server, workstation and networking technologies.
• Working knowledge of industry standards with regards to system and network administration.
• Possess excellent verbal and written communication skills.
• Ability to establish and maintain effective working relationships with co-workers, managers and clients.
• Project management exposure.

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

• Ideally have worked within an IT remote support role previously.
• Proven ability to learn and apply new technology.
• Knowledge of Windows & Apple OS administration - Primarily Windows 10 and some Windows 7
• Have successfully executed deployments, upgrades and new installations of hardware and software.
• You will be professional, flexible and well organised as well as having excellent communication skills with the ability to deal with customers of various levels and technical knowledge.

PHYSICAL REQUIREMENTS

• Extensive use of the telephone and face-to-face communications, which requires accurate communication skills
• Significant use of keyboard involving repetitive motions with fingers.
• Ability to bend, stoop, crawl and lift up-to 60 pounds/27 Kg.
• Travel may be required.

ADDITIONAL REQUIREMENTS

• May be required to perform duties outside working hours. This will be managed according to the applicable country legislation.