Technical Support Analyst

2 weeks ago


Cambridge, Massachusetts, United States Biogen Full time
Opportunity for a Technical Support Analyst

Position Overview

We are seeking a committed Technical Support Analyst to enhance our operations at a prominent biotechnology organization. This role involves delivering comprehensive end-user assistance to our office, with a focus on supporting Executive and VIP personnel on-site. You will oversee the processes for system setup and delivery, ensuring efficient operations and prompt resolutions for technology requirements of VIPs. Your main responsibilities will include providing technical support for hardware and software utilized in Commercial Events and daily technology needs. Furthermore, you will work alongside various teams to facilitate successful project implementations for our users in the field.

Core Responsibilities

  • Oversee the incident management queue for field support and guarantee timely resolutions.
  • Manage system setup and delivery processes effectively.
  • Provide assistance for laptops, tablets, and mobile devices used by the field team.
  • Deliver proactive support for meeting room technologies and printing solutions.
  • Collaborate with diverse teams on projects that affect remote users to ensure effective deployment.
  • Document standards for hardware and applications used by remote customers.
  • Occasional travel may be required to support external events.

Candidate Profile

The ideal candidate will possess strong customer service and support experience, with proficiency in incident management systems, ITIL, IT service management, hardware troubleshooting, and Active Directory. Exceptional troubleshooting skills and experience with PC technologies, peripherals, mobile devices, and vendor relations are essential.

Essential Qualifications

  • Proven experience in supporting PC technologies, applications, and networks independently.
  • Experience in troubleshooting mobile devices and applications (both iOS and Android).

Preferred Credentials

  • Relevant certifications such as CTS, MCSE, or equivalent.

Why Consider This Opportunity?

At Biogen, we are committed to innovation and excellence. We foster a collaborative and inclusive environment where each team member contributes significantly to our mission of delivering transformative medicines. Be part of a diverse team that values individual contributions and offers exceptional opportunities for professional growth and development. If you are dedicated to making a meaningful impact, we encourage you to explore this opportunity.

Our dedication to diversity and inclusion ensures that every voice is heard and valued in our workplace. We are an equal opportunity employer and welcome candidates from all backgrounds.



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