Senior IT Support Specialist

at  Parexel

SKILLS:

• Excellent interpersonal, verbal, and written communication skills
• Excellent problem-solving skills
• Client focused approach to work; excellent customer service skills with a “Customer Experience” mindset with their end user support
• A Flexible attitude with respect to work assignments and new learning
• Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
• Willingness to work in a matrix environment and to value the importance of teamwork
• Willingness to travel to other locations to provide support as instructed by management

Knowledge and Experience:

• 5 years + experience in systems support and operations, including LAN administration, PC and user support
• Prior experience within a team lead/supervisor role within IT, ideally with customer experience as a focus
• Excellent experience is required in Hardware (Intel based equipment) and software (PC based operating systems and applications)
• Excellent knowledge of standard IP-based networking topologies, networking hardware and exposure to network standards and network protocols.

EDUCATION:

• College/University degree in a relevant technical area (Electrical Engineering, Information Systems, Computer Sciences, Computer Engineering) preferred or technical training certificate and equivalent experience.

Key Accountabilities:

• Act as an escalation point to all team members within the site services group
• Handle incident escalations from the site services team and resolve advance issues
• Assist technology or process changes in the group
• Develop end user training plans and prepare end-user technical documentation
• Additional projects or tasks as assigned by management
• Create an inspiring team with customer experience delivered in their daily approach to suppor

Our Senior IT Support representative is responsible for all support queries across the Data & Technology departments, working with a variety of users to resolve their technical issues in a prompt and efficient manner, whilst maintaining a positive customer experience as well as providing guidance and assistance to members of the site services team.

Key Accountabilities:

• Act as an escalation point to all team members within the site services group
• Handle incident escalations from the site services team and resolve advance issues
• Assist technology or process changes in the group
• Develop end user training plans and prepare end-user technical documentation
• Additional projects or tasks as assigned by management
• Create an inspiring team with customer experience delivered in their daily approach to support