IT Helpdesk Support Engineer I, II, III
- Mexico City
- Technical and Desktop Support
- ICON Full Service & Corporate Support
- Office Based
Talent Acquisition Business Partner
- Full Service Division
About the role
This vacancy has now expired. Please see similar roles below...
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 organisation: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organisation 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.
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.
Education/Requirements:
• 1–2 years of experience in a similar role preferred.
• 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 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.
A better career. A better world. A better you.
Our people are our greatest strength, are the core of our culture and the driving force behind our success. Throughout all levels of the company, our people have a drive to succeed and a passion that ensures what we do, we do well. We help you build exciting and rewarding careers, deliver results to help bring life-changing medicine and devices to market and maintain ICON’s success as an industry leader. See all locations Read more
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Salary
Location
Mexico, Mexico City
Department
Information technology
Location
Mexico City
Remote Working
Office Based
Business Area
ICON Full Service & Corporate Support
Job Categories
Technical and Desktop Support
Job Type
Permanent
Description
IT Support Engineer Location - Office Flex (3 days at office) - Insurgentes SurAt ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and h
Reference
JR117919
Expiry date
01/01/0001
Author
Daniela GuerreroAuthor
Daniela Guerrero