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ICON Clinical Research IT Support Engineer I in Remote, Mexico

JR117693

IT Support Engineer I

Mexico City

Office with Flex

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 fulfil 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.

Overview:

The Support Engineer I specializes in support of clinical systems supporting Philips BioTel Research service lines, both in a first and second tier capacity.

Responsibilities:

  • Obtaining in-depth knowledge of various Philips BioTel Research proprietary and third party operational systems and applications

  • Providing remote and in person support to users of the BioTel Research proprietary and third party operational systems and

  • applications

  • Serving as the initial point of contact to users while troubleshooting and solving customer issues

  • Recording all incidents in a work management system to include ensuring timely responses to and closure of reported indents,

  • documenting all incidents in a comprehensive manner

  • Escalating issues to appropriate personnel for problems that cannot be resolved in a timely manner

  • Performing data delivery, reconciliation, and reporting tasks as requested by clinical data management staff

  • Performing education and training to users on how to properly and effectively use Philips BioTel Research proprietary and third party

  • operational systems and applications

  • Creating and maintaining support documentation for BioTel Research proprietary and third party operational systems and

  • applications and ensuring that documentation is updated and maintained in organizational knowledge base

  • Supporting technical development initiatives, including installation, implementation and testing of new or upgrades systems and

  • applications

  • Scheduling and prioritizing of production support requests

  • Working with clinical Subject Matter Experts to design and maintain workflows prior to the transfer to production

  • Other duties as assigned.

Qualifications:

You will need:

  • Bachelor of Science degree or local equivalent

  • Experience working as IT Support Engineer I

  • Supporting Systems

  • Excellent Excel skills

  • Advanced English for Read, Write and Speak

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 fulfil 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 through the form below.

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