IT Support Engineer (All levels: I, II and III)

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 fulfill 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.

ICON’s Digital Operations team is responsible for providing operational support from initial customer contact (HelpDesk) through issues with Corporate Applications, to complex multi-disciplinary problems and everything else in between. The team are based in multiple geographies and multiple locations, with a myriad of IT skillsets across all IT Operational disciplines. 

The IT Support Engineer I, II or III will provide technical assistance and support to global users with a focus on maintaining high levels of customer satisfaction. The candidate will be responsible for responding to service requests and resolving incidents using ServiceNow.

Job Description:

The IT support Engineer I, II or III role is the first contact for our customers seeking IT support. Customer Service is paramount along with the ability to solve technical problems. Customers reach out over chat, web and phone to access IT support services. All incidents and requests are logged in ServiceNow. You will have the opportunity to support variety of software and hardware issues, giving you the chance to build on your current skill set. We work in a fast-paced environment with high volume of incidents. We provide training and access to knowledge base to ensure you are successful at resolving incidents.

​IT Support Engineer I: In this role, you will be providing first and second level support, along with triage of tickets to other resolver groups.

​IT Support Engineer II: In this role, you will be providing first and second level support, along with triage of tickets to other resolver groups. You will also be responsible for equipment deployment.

​IT Support Engineer III:In this role, you will be providing second and third level support, along with triage of tickets to other resolver groups. You will be responsible for equipment deployment as well as training and mentoring staff in more junior roles. These engineers are technical experts, supporting our customers and technicians. 

Responsibilities:

• Ensuring all incidents and service requests related to computer hardware, software, network, system, and applications are resolved against SLAs with the highest customer service standards.
• Provide technical support to global users.
• Document, track, and monitor incidents using ServiceNow.
• Install, configure, and upgrade software and hardware components for end-users.
• Maintain knowledge base articles to help with user self-service and improve incident resolution times.
• Work with internal IT teams to resolve complex technical issues.
• Other duties as required.

Requirements:

IT Support I:1–2 years of experience in a similar role preferred.

IT Support Engineer II:2–3 years of experience in a similar role preferred.

IT Support Engineer III: 3+ years of experience in a similar role.

• Experience in working with Office 365, Windows 10/11 OS, Imaging with SCCM, Microsoft Intune, Service Now, Helpdesk, Applications and Active Directory.
• Solid remote troubleshooting skills and hardware support experience.
• Customer Service oriented
• Good interpersonal and communication skills.
• ITIL certification or knowledge of ITIL processes is a plus.
• Willingness to work in a fast-paced, global environment with occasional after-hours and weekend support.
• The ability to speak and write in English.

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 fulfill 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 in the job application form.

#LI-ND1