Job Information
ICON Clinical Research IT Support Engineer I in Remote, Mexico
JR117693
IT Support Engineer I
Mexico City
Office with Flex
At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives.
Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organization: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organization that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development.
That’s our vision. We’re driven by it. And we need talented people who share it.
If you’re as driven as we are, join us. You’ll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you’ll be helping shape an industry.
Overview:
The Support Engineer I specializes in support of clinical systems supporting Philips BioTel Research service lines, both in a first and second tier capacity.
Responsibilities:
Obtaining in-depth knowledge of various Philips BioTel Research proprietary and third party operational systems and applications
Providing remote and in person support to users of the BioTel Research proprietary and third party operational systems and
applications
Serving as the initial point of contact to users while troubleshooting and solving customer issues
Recording all incidents in a work management system to include ensuring timely responses to and closure of reported indents,
documenting all incidents in a comprehensive manner
Escalating issues to appropriate personnel for problems that cannot be resolved in a timely manner
Performing data delivery, reconciliation, and reporting tasks as requested by clinical data management staff
Performing education and training to users on how to properly and effectively use Philips BioTel Research proprietary and third party
operational systems and applications
Creating and maintaining support documentation for BioTel Research proprietary and third party operational systems and
applications and ensuring that documentation is updated and maintained in organizational knowledge base
Supporting technical development initiatives, including installation, implementation and testing of new or upgrades systems and
applications
Scheduling and prioritizing of production support requests
Working with clinical Subject Matter Experts to design and maintain workflows prior to the transfer to production
Other duties as assigned.
Qualifications:
You will need:
Bachelor of Science degree or local equivalent
Experience working as IT Support Engineer I
Supporting Systems
Excellent Excel skills
Advanced English for Read, Write and Speak
Benefits of Working in ICON:
Our success depends on the quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent.
We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours.
We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead.
But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.
ICON is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.
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