Global Support Specialist I

Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.  

Job Description

THE POSITION:

As a Global Support Specialist l, you will be using your technical and customer service skills to deliver technical support services. We'll rely on you to keep staffers and our business running smoothly. You will be the first point of contact for our service requesters and the face of IT. You'll be using your multi-tasking expertise to provide superior customer service support for desktop, laptop and mobile device issues. You will be relied upon to provide level one issue resolution, service call creation and issue classification. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

• Performing entry level IT tasks which includes password resets, basic system configuration troubleshooting, and initial application access or performance analysis. 
• Routing incoming incident and service requests to the appropriate support group 
• Maintaining accurate and timely records in issues tracking system 
• Maintaining service desk knowledgebase support documentation 
• Participating in professional development and team improvement initiative 
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
• All other duties as assigned.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.

EXPECTATIONS OF THE JOB:

• Individual will be expected to analyze end user hardware, operating system and business application issues 
• Communicate professionally and effectively with users to understand issues and propose solutions 
• Effectively manage service desk workload to meet publishing business SLAs 
• Regularly attend team meetings and provide content relating to current project status and knowledge transfer activities 
• Must have the ability to address system issues both on and off hours. 

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Minimum of 1-year technical support experience with superior customer service supporting desktops, laptops, mobile devices and related applications within an ITSM service desk system 

PREFERRED QUALIFICATIONS:

• Knowledge of Windows Server environment, Windows desktop, terminal server/thin client deployment, hardware troubleshooting, network security, network administration and phone systems 
• Knowledge of Microsoft 365 and Office applications 
• Knowledge of Apple IOS and OSX