Global Support Specialist I

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.  

THE POSITION:

As a Global Support Specialist I, you will be using your technical expertise and customer service skills to provide comprehensive technical support services, ensuring the seamless operation of IT systems for staff and the business. In this role you will serve as the first point of contact for all service requests, acting as the face of IT to employees and other stakeholders.

You will be responsible for operating independently, efficiently managing incoming technical requests, delivering high-quality customer service, and resolving a wide range of desktop, laptop, and mobile device issues. By leveraging your multi-tasking and problem-solving abilities, you will ensure a smooth and efficient IT experience for users, contributing to the overall success of the business. As a primary local support resource, you will be expected to perform first level analysis of networking, conferencing, telecommunications and security incidents. You will be responsible for driving a resolution and coordinating the activities of additional support personnel while providing hands-on assistance where required.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
As an IT Support Specialist, the primary responsibility is to oversee and manage IT support functions for end users, ensuring that systems operate efficiently, and business operations are streamlined. The duties include:

• Lead and perform advanced IT tasks, including troubleshooting complex system configurations, diagnosing performance issues, and implementing solutions for application access.
• Oversee and route incoming incidents and service requests to the appropriate support teams, ensuring high-priority issues are addressed promptly.
• Maintain accurate and timely records in the issue tracking system while ensuring proper follow-up and documentation of resolutions.
• Develop and manage the service desk knowledge base, creating and updating support documentation to address recurring issues and processes.
• Take ownership of ongoing professional development, and lead team improvement initiatives to enhance the overall service desk operations.
• Demonstrate leadership through continuously fostering an inclusive workplace and promoting the EVERSANA culture.
• Perform other duties as assigned that contribute to the business’s strategic goals.

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

EXPECTATIONS OF THE JOB:

• Proactively analyze and resolve complex end-user hardware, operating system, and business application issues with a focus on minimizing disruptions to business operations.
• Communicate effectively and professionally with users and teams, providing clear solutions and updates to system-related issues.
• Manage and prioritize service desk workload to meet and exceed business SLAs, ensuring continuous system availability and performance.
• Regularly attend leadership and team meetings, contributing valuable insights on current projects and team knowledge transfer.
• Provide proactive leadership, mentoring, and knowledge sharing with other IT team members, contributing to a culture of excellence and collaboration.
• Be available to address critical system issues during both regular and off-hours, maintaining operational excellence.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES:

• Minimum of 3 years of advanced technical support experience, demonstrating superior leadership in supporting desktops, laptops, mobile devices, and related applications.
• Proven ability to oversee and manage an ITSM service desk system, resolving issues efficiently and accurately.
• In-depth knowledge of IT infrastructure, systems, and security protocols, with a focus on proactive solutions and improvements.

PREFERRED QUALIFICATIONS:

• Expertise in Windows desktop, thin client deployment, hardware troubleshooting, network security, and virtual phone systems.
• Advanced learning and certifications relative to IT, ITSM, and ITIL
• Advanced knowledge of Microsoft 365, Office applications, and management of cloud environments.
• Familiarity with Apple iOS and macOS systems, including device management and troubleshooting.
• Experience with IT service desk platforms, specifically Service Now, to optimize service delivery.
• Strong understanding of network protocols, connectivity, and security devices, including VPN troubleshooting.
• Ability to handle on-call and off-hour support for critical systems.
• Experience within the life sciences, health industry, or similar sectors is a plus.

WORKING CONDITIONS

• The position may require occasional work beyond regular office hours, including weekends, based on business needs and system support

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at [email protected].

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