IT Systems Engineer

User Support & Issue Resolution: Serve as the primary technical point of contact for internal user IT inquiries, addressing support requests via calls, tickets, and emails. Analyze, diagnose, and resolve technical and operational issues promptly.

Incident Logging & CRM Management: Maintain meticulous work logs and documentation within CRM/ticketing platforms, ensuring full tracking and timely closure of all service requests according to SLAs.

Application & Administrative Support: Provide hands-on troubleshooting and maintenance support for enterprise administrative and computer-based software applications.

Continuous Improvement & Knowledge Base: Identify patterns in recurring technical issues, engineer standard solutions/workarounds, author knowledge base articles, and generate statistical data for weekly Service Desk metric reports.

Cross-Functional Collaboration: Work closely with engineering and client services teams to support clinical research operational workflows with high customer service standards.

Strong foundation in IT systems administration, software support, ticket lifecycle management, and enterprise desktop/application troubleshooting.

Adherence to corporate IT governance, data security protocols, and standard operating procedures.

Comprehensive health and wellbeing coverage including medical, dental, and vision insurance.

Retirement savings plans, life assurance, disability coverage, and structured professional development pathways.