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IT Service Delivery Technician I

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About the role

This vacancy has now expired. Please click here to view live vacancies.
This is an exciting opportunity to work within a fast paced, busy environment for a leading global provider of outsourced development services to the pharmaceutical, biotechnology and medical device industries. As an IT Support Analyst you will provide support to end-users. You will lead or will be involved in IT projects. You will install, modify, and makes minor repairs to microcomputer systems, provides Support and Maintenance for the IT Infrastructure/Equipment and provides technical assistance and training to ICON users by performing the duties outlined below
 
Overview of the role
  • Provides support to both local and remote users. Logs all end-user issues in the Helpdesk Call tracking system.
  • Responds to end user calls as a first tier of technical support, gathering information to resolve the issues, and /or assisting others in the resolution of the problem. Feeding back/supporting end-users through problem resolution in a prompt, professional and polite manner
  • Responsible for the daily support of network and workstation operating systems, workstation connectivity, and end-user applications.Excellent communication skills. Strong problem-solving skills
  • Receives questions in person, via email or via telephone from users having problems using computer software and hardware or inquiring how to use specific software such as database, word processing, electronic mail, operating systems, and printing.
  • Performs network troubleshooting to isolate and diagnose common network problems and works with other IT Department Staff in the resolution of network related issues
  • Performs Helpdesk Administration duties such as creating new accounts, directories, and granting access rights on the network systems and servers
  • Performs Network Administration duties such as Exchange administration, Citrix administration, FilePrint Server Administration and Data backup administration.
  • Performs Telephony Administration such as Handset Installation and maintenance, Voicemail administration, call monitoring administration and maintenance of telephone lines (analogue and digital).
  • Performs first level Application Support on ICON Applications (OracleSQL Databases).
  • Maintains a complete hardware and/or software listing for all equipment and peripherals. Ensures Support & Maintenance agreements are in place for all IT Equipment.
  • Involvement and ability to lead IT projects. Excellent organizational, project management, communication and customer service skills. Including, time management, accountability, and administrative follow up.
  • Be familiar with ICON SOP’s; ensure that as part of IT that you adhere to IT and all ICON SOP’s. 
Role Requirements 
 
You will have a very strong technical knowledge of computer hardware, computer operating systems and desktop applications.Experience of the following is essential:
  • All current Microsoft Windows platforms
  • Microsoft Active Directory Services
  • Microsoft Office 2000/2003
  • DNS / WINS / DHCP / TCP/IP
  •  Strong knowledge of LANS / WANS
  • Strong knowledge of Hardware maintenance (Video / network cards, RAM upgrades)
  • Good knowledge of Exchange - User account setup, access permissions etc.
  • This position requires a strong set of communications skills and customer service experience. Good organizational and written skills and the ability to interact with staff at all levels of our organization are essential.
  • A Bachelor's degree (B.A.) in a computer related discipline, two to three years’ experience in a previous similar role are required; or equivalent combination of education and experience.
Desirable Skills
  • Citrix Presentation Server
  • Exchange 5.5 / Exchange 2003
  • Oracle
  • MS SQL
  • Altiris Experience
  • MCSE certification 
Benefits of Working in ICON
 
Other than working with a great team of smart and energetic people, we also offer a very competitive salary and benefits package that includes an excellent pension scheme, private health care, life assurance and staff recognition schemes.  This varies from country to country so a dedicated recruiter will discuss this with you at interview stage.
 
We care about our people as they are the key to our success. We provide an open and friendly work environment where we empower people and provide them with opportunities to develop their long term career.   
 
What’s Next
 
Following your application you will be contacted by one of our dedicated recruiters and if successful we will be able to provide you with more details about this opportunity.
 
ICON is an equal opportunity employer -  M/F/D/V and committed to providing a workplace free of any discrimination or harassment.
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