Job Title: IT Support Engineer - Onsite Support

JOB SUMMARY: The IT Support Engineer - Onsite Support is responsible for delivering comprehensive IT support services to end-users within the organization. This role involves providing on-site assistance for hardware and software issues, troubleshooting network problems, and ensuring a smooth and efficient IT environment. This position requires a strong technical background, excellent communication skills, and the ability to troubleshoot and resolve IT issues in a timely manner. Pharmaceutical experience is not required but encouraged.

PRINCIPAL DUTIES:

1. Onsite Support:
• Offer guidance and assistance to end-users on the use of various software applications and hardware devices.
• Provide hands-on support for desktops, laptops, printers, and other end-user devices.
• Install, configure, and troubleshoot hardware components and peripherals.
• Resolve software issues, including installation, configuration, and updates.
• Respond promptly to IT support requests from end-users.
2. Customer Service:
• Provide exceptional customer service, ensuring positive interactions with end-users.
• Manage and prioritize support requests effectively.
3. Technical Troubleshooting:
• Diagnose and resolve hardware and software problems.
• Identify and address network connectivity issues.
• Collaborate with remote support teams to troubleshoot and resolve complex technical issues.
4. User Training:
• Conduct user training sessions to enhance end-users' understanding of IT systems.
• Provide guidance on best practices for IT usage and security.
5. System Maintenance:
• Perform routine maintenance on hardware and software to ensure optimal performance, such as updates, patches, and system optimizations.
• Ensure the security and integrity of systems by implementing best practices.
• Coordinate with vendors for hardware repairs and replacements.
6. Documentation:
• Maintain accurate records of IT support activities, including issues reported and resolutions provided.
• Create and update documentation for IT processes and procedures.

REQUIRED QUALIFICATIONS/EXPERIENCE (BASIC QUALIFICATIONS):

1. Education and Experience:
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 3 years experience as an IT Support Engineer or in a similar role, with a focus on onsite assistance.
2. Technical Skills:
• Proficiency in troubleshooting hardware and software issues.
• Knowledge of operating systems, including Windows.
• Experience with Active Directory, Microsoft Office Suite, and remote desktop tools.
• Familiarity with network protocols and configurations.
3. Communication Skills:
• Strong verbal and written communication skills.
• Ability to convey technical information to non-technical users.
4. Customer Service:
• Excellent customer service skills and a customer-focused approach.
• Ability to handle challenging situations and provide effective solutions.
5. Problem-Solving:
• Strong analytical and problem-solving skills.
• Ability to work independently and collaboratively in a team environment.
6. Certifications (Optional):
• Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent.
7. AV support; CISCO/Zoom/Teams