ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.
With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.
Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.
The Role:
The IT Support Engineer will provide 1st/2nd technical support to global users with a focus on maintaining high levels of customer satisfaction. The candidate will be responsible for responding to service requests and resolving incidents using ServiceNow. You will be the go-to for technical issues on the Service Desk.
The IT support Engineer role provide support to our customers and other IT Support Engineers. Customer Service is paramount along with the ability to solve technical problems. Customers reach out over Chat, Web and phone to access IT support services. All incidents and requests are logged in ServiceNow. In this role you will be providing first and second level support along with triage of tickets to other resolver groups.
You will have the opportunity to support variety of software and hardware issues giving you the chance to build on your current skill set. We work in a fast-paced environment with high volume of incidents. We provide training and access to knowledge base to ensure you are successful at resolving incidents.
To be successful in the role, you will ideally have:
• 1+ years of experience in a similar role.
• Experience in working with Office 365, Windows 10 OS, Imaging with SCCM, Helpdesk, Applications and Active Directory.
• Solid troubleshooting skills.
• Customer Service oriented.
• Good interpersonal and communication skills
• ITIL certification or knowledge of ITIL processes is a plus.
• IT certifications a plus
• Willingness to work in a fast-paced, global environment with occasional after-hours and weekend support.
Benefits of Working in ICON:
Our success depends on the knowledge, capabilities and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.
At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.
ICON, including subsidiaries, 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.
