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IT Support Engineer I

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About the role

This vacancy has now expired. Please click here to view live vacancies.
IT Support Engineer – Laboratory 

Ensure the stability, integrity, and efficient operation of the enterprise computing & network components and related technologies in support of the technical environment within the ICON central laboratory.  Apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in support of business processing requirements. Ensure the provision of technical support to the business users within the ICON central laboratory to ensure maximum productivity and minimum downtime to the Laboratory business and provide the highest level of service and support of all supporting Infrastructure. 

Job Functions:
  • Recognize, exemplify and adhere to ICON's values which center around our commitment to People, Clients and Performance.
  • As a member of staff, the employee is expected to embrace and contribute to our culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
  • Travel (approximately 5%) domestic and/or international
  • Exemplifies an attitude of ownership and accountability with regards to the responsibilities of the role and works to build this mindset with others on the team.
  • Research software and systems products and technologies to justify recommendations and support purchasing efforts.
  • Coordinate and participate in key process improvements as they relate to the technical environment within the central laboratory. 
  • Act as an escalation point for Service desk tickets and Problem Resolution incidents.
  • Planning, coordination, and implementation of the technical environment within the central laboratory including installations, upgrades, routine maintenance and vendor-supplied patches in accordance with established Information Technology (IT) policies and procedures.
  • Proactively monitors and tune systems to achieve optimum performance levels; provide performance statistics and reports.
  • Provide timely response to escalations in accordance with service level agreements (SLAs); act as technical escalation.
  • Manage the technical environment within the central laboratory. Act as an escalation point for other team members supporting these technologies.
  • Design and review of the technical environment within the central laboratory; assist in the architecture of the infrastructure required to support these environments.
  • Coordinate and collaborate with other functional areas within IT to ensure availability, reliability and scalability of the technical environment within the central laboratory to meet business requirements.
  • Active Directory and Group Policy administration of client devices.
  • Documentation and communication of configuration changes in support of change management processes.
  • Communicating with business areas within the company to understand and assess needs.
  • Troubleshooting and resolving complex 3rd Level desktop related issues.
  • Staying current on business and industry-related technology to support various business areas.
  • Reducing and eliminating Operations and Maintenance duties by analyzing and root cause analysis initiatives.
Experience, Skills & Knowledge Requirements:
  • In depth proven experience in a technical position supporting Laboratory / Medical infrastructure required. Ideally experience in a technical position supporting central laboratory infrastructure.
  • Working knowledge of various technologies including items such as: Windows Operating Systems, Citrix XenApp, Powershell, VMware ESX/ESXi/View, DNS, DHCP.
  • Strong working knowledge of various networking technologies including items such as: TCP/IP, LAN/WAN systems, optimization/performance, and remote access technologies.
  • Experience installing, configuring, and maintaining networking hardware and associated equipment.
  • Experience installing, configuring, and maintaining desktop & server hardware and associated equipment.
  • General knowledge of storage technologies such as storage area network (SAN) or Network-attached storage (NAS) as well as Unix based operating systems.
  • Due to the nature of this position it may be required for the employee to travel.  Therefore, dependent on the employee’s location, the employee may be required to possess a valid Drivers license. 
  • Vendor management experience preferred.
Education Requirements:
  • Bachelor’s Degree, or local equivalent, in related field or equivalent relevant work experience; Industry standard certifications preferred.
Benefits of Working in ICON 
 
ICON enjoys a strong reputation for quality and is focused on staff development.  We make it our mission to attract the most diverse and creative minds into the business and we continually strive to provide opportunities for our people to excel, grow and build a great career.  We understand that our greatest asset is the skills and talents of our people and they are truly what set us apart.   
 
Other than working with a great team of smart and energetic people, we also offer a very competitive benefits package.  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.   
 
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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