Published date Posted on Indeed on May 14, 2022 (2 d ago)

IT Support Technician

Salary: Competitive + excellent benefits

Location: Remote, flexible (West Coast preferred, work hours 12:30-8:30 ET)

About the role:

The IT Support Technician will provide remote and onsite technical support and operations assistance. The qualified candidate possesses a strong desire to provide best in class customer support and will demonstrate an eagerness to learn and thrive in a busy communications agency environment. The role day to day is support ticket driven, while also working on service delivery improvements and team processes. You will also be involved in team projects including migration and integration work. You will work in collaboration with other department members and proactively communicate status reports and issues to the manager.

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; Value, Evidence and Access; 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:

  • Support Tickets: Provides daily 1st and 2nd line IT support of global incoming support requests.
  • Responds to IT support requests users in person, on-line or by telephone;
  • Maintains accurate tracking logs in the global ticket system and actions performed; acts as first-line support for all computers, printer, audio-visual and copier-related needs such as jam repair and service ticket submission;
  • Escalates issues to 3rd line or management team as appropriate.
  • New Hire Setup: Completes set up of new hires (computer, monitor, keyboard, accessories, office supplies, and office equipment)
  • Managing the life cycle of IT equipment including the re-distribution of IT kit where appropriate
  • Phone System: Interfaces with phone system vendor for routine moves, adds, changes, employee setup, and employee training materials. Reviews and submits all phone system maintenance invoices and quarterly maintenance fees
  • Meeting room AV systems: Routinely reviews and updates all AV systems in all conference facilities, insuring peak operating performance of projectors, CPUs, wireless peripherals, etc.

Other responsibilities will include:

  • Updates agency contact lists with new hires and leaves
  • Issues security fobs for new employees and regularly maintains security log systems
  • Implement file/folder permissions changes
  • Traditional networking support including firewalls, switches, and telephony
  • Web filtering and email support
  • Supporting VPN and WiFi
  • Update Asset Management system as needed
  • Document processes and maintain documentation guides
  • Other related duties as required

About you:

  • 1+ year technical support experience in a consulting/supplier, or agency environment
  • Ability to work well with teams based in multiple locations
  • Occasional travel to UK and throughout the US may be required
  • Excellent written and verbal communication skills
  • Problem-solving abilities
  • Ability to proactively suggest and deliver improvements
  • Degree or equivalent work experience

Desired Skills & Experience:

  • Must possess working knowledge of information systems concepts
  • Demonstrates technical aptitude, including the ability to understand detailed technical information PC literacy, including working knowledge of desktop applications
  • Help to increase awareness and technology understanding across the business
  • Lead by example, doing whatever is required to get the job completed
  • Be a key advocate for technology applications across the group
  • Possesses a basic understanding of networking technologies including LAN/WAN connectivity/ topology
  • Experience with Microsoft Office 2016 and Office 365
  • Familiarity with the following:
  • Copier interfaces, tools, and support protocols
  • Move/Add/Change protocols for phone systems
  • Microsoft Windows 7, Windows 10
  • Apple Macintosh OS/X, IOS 10, 11 and 12
  • General familiarity with Android platforms
  • BitLocker and FileVault, Active Directory, and Azure

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.


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