Clinisys is a global provider of intelligent diagnostic informatics solutions and expertise designed to redefine the modern laboratory, across healthcare, life sciences, and public health. Millions of diagnostic results and data insights are generated every day using Clinisys’ platform and cloud-based solutions in over 3,000 laboratories across 34 countries. Headquartered in Tucson, Arizona, and Woking, England, Clinisys’ mission is to enhance the effectiveness of diagnostic workflows in any laboratory or testing environment and keep citizens and communities healthier and safer.
We are seeking a talented and motivated IT Support engineer to join our team. As an IT Support Engineer, you will play a crucial role in ensuring the smooth operation of our IT systems and providing technical assistance to our employees. You will be the first point of contact for all IT-related issues and will work closely with fellow support engineers to resolve them efficiently.
Key Responsibilities:
- User Support: Provide high level technical support to our end-users via our internal helpdesk system, addressing hardware and software issues, troubleshooting problems, and resolving technical request in a timely and friendly manner in line with our business SLAs and policies.
- Application support: Support and administer all internal IT systems and servers including Office, 365 Admin centre, Teams, OneDrive, SharePoint, MS Windows Server, MS Exchange, VMware, and MS Windows Enterprise.
- System Maintenance: Perform regular maintenance, updates, and upgrades on hardware and software systems to ensure optimal performance and security.
- Software Installation: Install, configure, and update software applications, ensuring they meet the needs of our employees in line with company policies and procedures.
- Documentation: Maintain accurate documentation of IT systems and user guides to facilitate knowledge sharing and future troubleshooting.
- Remote Support: Provide remote support for employees working off-site or in different locations.
- Development: To shadow the Senior IT Support Engineers to gain confidence within the role, to develop under the guidance of the lead support engineer and IT service delivery manager.
Knowledge, Skills, Abilities:
- Ability to efficiently handle multiple requests through the IT Help desk system.
- Good motivational skills – can deliver tasks in difficult circumstances.
- Good decision making, problem solving and troubleshooting skills.
- Able to follow documented processes accurately without supervision.
- Strong verbal and written communication skills; including communicating with technical and non-technical internal clients and staff at all organisational levels.
- High level of customer service skills.
- Understanding of the ITIL framework would be welcomed.
Education and Experience:
- Microsoft Certified Professional or Microsoft Certified Software Engineer qualifications (or equivalent) or efforts towards such qualifications are desirable.
- One years’ experience within an IT or software providers organisation.
- Good troubleshooting skills for first call response/ resolutions within a helpdesk
- Good understanding of troubleshooting Microsoft Office 365
- An understanding of troubleshooting MS Windows Server
- Good understanding of troubleshooting Microsoft Windows OS
- Good understanding and working knowledge of Microsoft 365 Admin Centre
- An understanding and working knowledge of VMware
- Any equivalent combination of education and/or experience providing the knowledge/skills/abilities listed above may be substituted.
Onboarding
As part of our onboarding process, all new employees will be required to attend / travel to the office on their first day of employment. This requirement is essential for onboarding activities, including the identity verification, completion of necessary documentation, receiving your IT equipment, introductions to key team members, and orientation to Clinisys policies and procedures.
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