Technical Support Engineer

We’re on a mission to change the future of
clinical research. At Perceptive, we help the
biopharmaceutical industry bring medical
treatments to the market, faster.
Our mission is to change the world
but to do this, we need people like you.

Apart from job satisfaction, we can offer you:

HEALTH:

- Medical plan for you and your dependents.

- Personal Accident Insurance

- Life Insurance

- Critical illness cover

WEALTH:

- Salary structure and Flexi basket

- Provident fund of 12%

- Gratuity scheme

YOURSELF: Internal growth and development programs & trainings

Job Summary:

As Technical Support Engineer, you will be responsible for managing the task queue by documenting, tracking, and monitoring problems while ensuring all assigned incidents and problems are responded to and closed in a timely manner.  The role follows defined process and procedures for documenting, tracking, and managing support issues via the issue tracker.  In this role, you will also be responsible for communicating with all stakeholders regarding active issues and status of resolutions.

Key Accountabilities:

Application Support

• Identifies and resolves issues with applications, following agreed procedures.
• Uses application management software and tools to collect agreed performance statistics.
• Carries out agreed applications maintenance tasks.

Database Administration

• Assists in database support activities.

Incident Management

• Prioritises and diagnoses incidents according to agreed procedures.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents.
• Facilitates recovery, following resolution of incidents.
• Documents and closes resolved incidents according to agreed procedures.

Problem Management

• Initiates and monitors actions to investigate and resolve problems in systems, processes and services.
• Determines problem fixes/remedies.
• Assists with the implementation of agreed remedies and preventative measures.

Network Support

• Assists in investigation and resolution of network problems.
• Assists with specified maintenance procedures.

IT Infrastructure

• Carries out agreed operational procedures of a routine nature.
• Contributes to maintenance, installation and problem resolution.

Relationship management

• Implements stakeholder engagement/communications plan.
• Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information.
• Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.
• Helps develop and enhance customer and stakeholder relationships.

Other

• Carryout any other reasonable duties as requested.

Skills:

• Excellent interpersonal, verbal and written communication skills
• A flexible attitude with respect to work assignments and new learning
• Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
• Must have the ability to work methodically in a fast-paced, time-sensitive environment
• Demonstratable ability to apply critical thinking to problems and tasks
• Shows initiative and self-confidence, is adaptable and is able to cope with changing and evolving priorities
• Ability to identify and implement process improvements
• Proactively participates in skills improvement training and encourages their teams to participate
• A self-starter and able to work under own initiative
• Ability to operate collaboratively within a global team environment 
• Takes ownership and responsibility 
• Proven ability of using Microsoft Office products (including Word, Excel & PowerPoint)

Knowledge and Experience:

• Professional experience in the same or very similar role
• Experience using tools to communicate progress to Stakeholders
• Working knowledge of SQL Databases & basic network configuration
• •     Working Knowledge of IT Hardware and Software
• •     Ability to learn and master employer-specific software
• •     Complex problem solving
• •     Ability to diagnose & address application issues
• ITIL V3 or V4 Knowledge
• Experience of working in and knowledge of the life sciences sector

Education:

• Bachelor's Degree in a technical discipline (Maths, Science, Engineering, Computing, etc.) or a related study, or equivalent project-related experience
• English: Fluent

Come as you are.

We're proud to be a Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.