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Information Technology Support Engineer
1 month ago
*NO 3rd PARTY RECRUITERS*
The IT Support Engineer will provide exceptional onsite and remote technical support for a growing commercial pharmaceuticals company. This individual will oversee the end-user computing environment, provide frontline technical support, and will participate in the maintenance of IT infrastructure and systems in support of an FDA compliant Quality Management System and in compliance with Sarbanes Oxley and other regulatory agencies, as applicable.
Responsibilities:
- Ensure hardware, software, and peripheral issues are expeditiously resolved for both in-house and remote employees with an emphasis on providing stellar customer service
- Ensure Windows endpoints are patched weekly and diagnose issues for unpatched devices
- Ensure new users and terminations are expeditiously processed in M365
- Configure and deploy/ship new employee equipment (laptops, iPads, etc.)
- Onboard onsite and remote employees
- Offboard users/accounts and archive offboarded employees’ data
- Support Microsoft Teams based video conferencing and in-house Neat video conferencing systems
- Monitor the Sophos portal for security incidents and expeditiously mitigate issues
- Administer the M365 suite (Azure, Entra, SharePoint, Exchange, Defender, Intune Endpoint Manager)
- Evaluate existing software applications and perform routine updates as required
- Collaborate cross-functionally on projects and tasks
- Create and maintain documentation, including standard operating procedures, knowledge base articles, and user guides
- Supervise the inventorying, return, and repurposing of endpoints and assets
- Perform other duties and/or projects as assigned
Required Expertise Competencies:
- 3+ years as an IT support professional with experience supporting both on-site and remote employees, cloud-based software, and cybersecurity initiatives
- Associate’s/Bachelor’s degree in information systems, Information Technology, Computer Science or a related field is preferred
- Experience in a medical device and/or pharmaceutical environment is a plus
- Expert in customer service skills
- Industry certifications are a plus (A+, Security+, etc.)
- Expert/Knowledgeable in supporting a Windows environment
- Knowledgeable in PowerShell and scripting/automation
- Knowledgeable in supporting some of the following: Azure AD/Entra ID, SharePoint, Microsoft 365 suite, Exchange, Sophos, BitLocker, Ninja, KnowBe4, Intune Endpoint Management, O365 Security and Compliance, OneDrive, MasterControl, Adobe, Compliance Wire, and Veeva
- Knowledgeable in identity management solutions like SSO, MFA, and least privileged access
- Knowledgeable in Teams call queues and auto attendants is beneficial
- Knowledgeable in enterprise networking technologies including DNS, DHCP, VLAN, WLAN, switches, routers, firewalls, and wireless access points
Required Power Competencies:
- Teamwork & Leadership: Excellent team member who consistently follows through on commitments with quality work; demonstrates solid knowledge of function; demonstrates solid and growing communication skills
- Execution: Leverages diverse resources to efficiently and effectively deliver consistent functional results; resilient and productive in face of unexpected challenges; holds self and others at functional level accountable to meet commitments
- Solution Maker: Dissects individual work/process issues to discover opportunities for improvement and then provides a solution
- Continuous Improvement: Creates new ways for self and team to be effective; proactively leverages resources where appropriate; early adopter and implementer of technology and student of industry
- Awareness: Develops awareness and understanding of personal strengths and limitations; demonstrates awareness of situational cues and changing circumstances; gains confidence and trust of others
- Ability to identify and prioritize critical activities as well as manage multiple concurrent tasks
- You understand, appreciate, and thrive in a fast-paced and growing organization
Expectations:
- This position is hybrid with a minimum of two days per week in our Burlington, MA office, between Tuesday and Thursday. Additional time in the office could be required as circumstances dictate.
- Ability to travel domestically when required
- Must be eligible to work in the U.S.
