Office based - Hybrid role in Mexico city
ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development.
As an IT Support Engineer III at ICON, you will contribute to our client services function, working collaboratively to deliver high-quality outcomes across our clinical programmes.
What You Will Do:
Your role will involve delivering IT support and service management work to a high standard, working closely with your team and stakeholders.
Key responsibilities include:
- Act as a central point of contact for user IT issues and queries via phone and email.
- Answer, log, and manage calls from internal users, providing timely assistance.
- Analyze both technical and operational problems to devise permanent solutions.
- Maintain and update the work log in CRM tool(s).
- Assist in the support of administrative computer-based applications.
- Uphold a high standard of customer service and adhere to service management principles.
- Develop solutions for recurring issues and add them to the Knowledge bank.
Your Profile:
You will bring relevant IT support and service management experience, along with the following qualifications and skills.
Required qualifications and experience:
- Bachelor's degree in Information Technology, Computer Science, or related field (preferred).
- ITIL foundation certification (preferably) in IT service management preferred.
- Proven experience as an IT Support Engineer or similar role.
- Strong knowledge of operating systems, servers, networks, MS Office, email systems, remote access, and various software and local applications.
- Exceptional problem-solving skills for both technical and operational issues.
- Ability to provide timely and efficient assistance to internal users.
- Experience in maintaining and updating work logs in CRM tools (Service now).
What ICON can offer you:
Our success depends on the quality of our people. That’s why we’ve made it a priority to build a diverse culture that rewards high performance and nurtures talent.
In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.
Our benefits examples include:
- Various annual leave entitlements
- A range of health insurance offerings to suit you and your family’s needs.
- Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.
- Global Employee Assistance Programme, LifeWorks, offering 24-hour access to a global network of over 80,000 independent specialized professionals who are there to support you and your family’s well-being.
- Life assurance
- Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidized travel passes, health assessments, among others.
Visit our careers site to read more about the benefits ICON offers.
At ICON, inclusion & belonging are fundamental to our culture and values. We’re dedicated to providing an inclusive and accessible environment for all candidates. ICON 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 or submit a request here
Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles.
Are you a current ICON Employee? Please click here to apply
