IT Support Technician

Salary: $Competitive excellent benefits (bonus, pension, healthcare, life cover etc.)

Location: IT Support Technician

About the role

Fishawack's IT Support Technician will provide onsite and remote technical support to Fishawack Group of Companies’ employees. The qualified candidate possesses a strong desire to provide excellent customer service and will demonstrate an eagerness to learn and thrive in an evolving technical landscape. The role will be primarily employee technical support, focusing on managing the employee’s expectation during the diagnosis, troubleshooting, and resolution of their technical issues.

This person must be able to work in an ever-changing environment and must have a positive, can-do attitude. The support technician must be detail-oriented and a proactive communicator who is motivated to take the lead on solving problems.

About Fishawack Health

Fishawack Health (FH) is a leading global commercialization partner for the biopharmaceutical, medical technology, and wellness industries.

The future of health is fast-paced and complex, demanding a different approach. Established in 2001, our 1,300 healthcare experts combine their knowledge and expertise across our 4 core disciplines — Consulting; Medical; Policy, Access, Value, Evidence; and Marketing.

Working across the product and service lifecycle, together with our teammates in shared creative teams (Creative Studio, Editorial Services, Motion, Digital, Events, and Media) and Group Services, we engage our collective force to innovate and solve the complex healthcare challenges of today and tomorrow.

We live and breathe our five values in everything we do: We are authentic. We value difference. We play for the team. We own the challenge. We enjoy the journey. At Fishawack Health, we imagine a healthier world and build the connections to make it happen.

What you’ll do

Responsibilities

• Daily monitoring of assigned tickets and the incident management ticket queue
• Ownership of assigned tickets during the incident life cycle providing timely and informed responses to ticket creators
• Accurate recording of applied time against tickets
• Procurement, provisioning, and support of IT hardware including laptops, printers, and mobile devices
• Procurement, provisioning, and support of IT software and services
• Implement file and/or folder permissions changes
• End-User web filtering and email security support
• Engage and coordinate with hardware and software vendors to repair/support technology components in a timely manner
• Update and improve knowledgebase documentation as appropriate
• Adhere to asset management processes to ensure accurate recording of company resources from receipt to disposal
• Escalation of major incidents and problems to the escalation team
• Support business acquisitions and systems integrations from an IT perspective
• IT configuration and implementation project support
• Proactively suggest and deliver process improvements and fixes
• Document processes and maintain system’s administration and end-user guides
• IT security and policy governance in line with ISO-27001 adherence
• Assist in other areas of the IT department as and when required

Characteristics

• Be a key advocate for technology applications across the group
• Proactively suggest and deliver process improvements and fixes
• A patient, friendly and understanding manner
• Hands on approach and willingness to learn
• User centric approach

Requirements

• Associates degree or equivalent industry certifications required
• 2 years of technical support experience
• Knowledge of core IT systems, including Windows OS, OSX, iOS, Active Directory, Azure AD and Endpoint, Exchange, Sharepoint and Office 365, Sharepoint, Azure Endpoint, Microsoft Defender
• Strong multi-tasking and problem-solving skills, strong writing skills
• The ability to clearly explain technical processes
• Knowledge of ITIL defined vocabulary

Working practices

• Hybrid Remote with scheduled and emergency on-site visits
• Domestic and Overseas travel may be required occasionally

What we can offer

Fishawack Health aims to empower every employee to develop and thrive. We empower our team with the tools, skills, and support needed to think differently and to solve healthcare’s most complex challenges.

At the center of our people-led culture is our Career Experience team, whose mission is to provide every employee with a purpose-driven career. We also pride ourselves on our personalized learning approach to ensure you receive the training you need to help you grow within the company and take advantage of our global scale and scope.

We are committed to embedding diversity and inclusion in every aspect of our organization to encourage diversity of thought, inclusive behavior, and innovative solutions. As part of our commitment to building a healthier world, every employee is also encouraged to participate in our community engagement efforts, which support a wide range of healthcare programs and wellbeing causes worldwide.

We have offices in 19 city hubs across North America, Europe, and Asia, geared toward collaborating, training, socializing, and coming together as a global organization while maintaining and fully supporting flexible working practices. Our compensation and benefits package is benchmarked across the industry. We offer a generous company pension/retirement plan, private medical insurance, comprehensive employee wellbeing initiatives, compelling time-off policy, plus many other excellent employee benefits.

Reasonable adjustments

We'll consider any reasonable adjustments you'd like us to put in place in the interests of fairness and equal opportunities.

Reasonable adjustments

Fishawack Health is an equal opportunities employer and place where everyone is welcome. We believe success lies in our differences and only by embracing these differences can we build a healthier world together. We strongly encourage people from minority backgrounds, LGBTQIA , parents, and individuals with disabilities to apply. If you need reasonable adjustments at any point in the application or interview process, please let us know. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

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