IT Support Technician - English & French

IT Support Technician - English & French Req ID #:  214603 Location: 

Cambridge, GB, CB23 6DP Tranent, GB, EH33 1EH Hatfield, GB, AL10 9SN Manchester, GB, M13 9PL Keele, GB, ST5 5SP GB Port Seton, GB, EH32 0TD Dublin, IE, D09 Tranent, GB, EH33 2NE Harlow, GB, CM19 5TR At Charles River, we are passionate about improving the quality of people’s lives. When you join our global family, you will help create healthier lives for millions of patients and their families. 

Charles River employees are innovative thinkers, who are dedicated to continuous learning and improvement. We will empower you with the resources you need to grow and develop in your career. 

As a Charles River employee, you will be part of an industry-leading, customer-focused company at the forefront of drug development. Your skills will play a key role in bringing life-saving therapies to market faster through simpler, quicker, and more digitalized processes. Whether you are in lab operations, finance, IT, sales, or another area, when you work at Charles River, you will be the difference every day for patients across the globe.

IMPORTANT:   In order to be considered for this position, a resume/CV must be uploaded and submitted during the application process.  Please make sure work history and education are added correctly.   

  Job Summary As an IT Support Technician we have to ensure customer requests and issues are addressed efficiently and effectively. Resolve routine to moderately complex issues with the desktop computing hardware and software environment. Its an fully remote working role with some occasional business travel requirements.

Note : The ideal candidate need to be fluent in both English and French languages.  

ACTIVITIES: Agrees goals for role with manager Answer inbound calls via Cisco Finesse in French and English Create incident/request tickets as per ticketing processes Perform work assignments and contribute, individually or as part of the Team Provides end-user level 1 support on IT-related issues by diagnosing, analyzing, and quickly resolving or escalating (if resolution requires hands-on interaction, different skill set experience or an excessive amount of time) as needed, meeting SLAs for first-call resolution on incidents and service requests. Identify trends in the support calls and develop documentation to address these most-often reported incidents. Notify management of increasing trends, unusual activity or repeated activity

KNOWLEDGE, SKILLS, ABILITIES Fluent in French and English conversational and written Strong knowledge of desktop hardware, software applications, operating systems and network connectivity. Knowledge of Active Directory and security policies. Knowledge of business applications and systems. Technical aptitude with IT literacy skills with an ability to learn and apply technical information in a fast-paced, demanding work environment Ability to recognize, analyse, and effectively handle incidents in a timely and organized manner using industry best practices and procedures. Ability to demonstrate logical thinking, good analytics and practical troubleshooting and problem-solving skills. Ability to follow policies and procedures. Ability to quickly learn and adapt to new procedures, processes, technology and applications.

QUALIFICATIONS: Experience: Two + years related experience in IT or Customer Service facing environment.  Service or helpdesk experience preferred. An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above. Certification/Licensure: ITIL Certification preferred but not essential. Other: Knowledge of current IT technologies. Understanding of Active Directory, Azure, cloud technology.  Job Qualifications

IMPORTANT: A resume is required to be considered for this position. If you have not uploaded your resume in your candidate profile, please return to upload field and attach your resume/CV. 

About Corporate Functions

The Corporate Functions provide operational support across Charles River in areas such as Human Resources, Finance, IT, Legal, Sales, Quality Assurance, Marketing, and Corporate Development. They partner with their colleagues across the company to develop and drive strategies and to set global standards. The functions are essential to providing a bridge between strategic vision and operational readiness, to ensure ongoing functional innovation and capability improvement.  

About Charles River

Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients’ clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.

With over 20,000 employees within 110 facilities in 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client’s unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world. 

At Charles River, we are passionate about our role in improving the quality of people’s lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly supported the development of 86% of the drugs approved by the FDA in 2021.

Equal Employment Opportunity

Charles River Laboratories is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, veteran or disability status.

If you are interested in applying to Charles River Laboratories and need special assistance or an accommodation due to a disability to complete any forms or to otherwise participate in the resume submission process, please contact a member of our Human Resources team by sending an e-mail message to crrecruitment_US@crl.com. This contact is for accommodation requests for individuals with disabilities only and cannot be used to inquire about the status of applications.

For more information, please visit www.criver.com.

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