IT Support Specialist (student position)

Company Description

We are PrimeVigilance (part of Ergomed Group), a specialised mid-size pharmacovigilance service provider established in 2008. We are proud to have achieved global organic growth year after year, with staff based across Europe, North America and Asia all covering services within: Medical Information, Pharmacovigilance, Regulatory Affairs and Quality Assurance. 

PrimeVigilance provides first class support to our small to large pharmaceutical and biotechnology partners maintaining long lasting relationships and has become one of the global leaders in its field. We cover all therapy areas including medical device. 

We love investing in our staff by providing an excellent training and development platform. We value employee experience, well-being and mental health and we acknowledge that a healthy work life balance is a critical factor for employee satisfaction and in turn nurtures an environment from which a high-quality client service can be achieved. 

Come and join us in this exciting journey to make a positive impact in patient’s lives. 

Job Description

We are seeking a proactive and detail-oriented IT Support Specialist to serve as the primary point of contact for end users regarding incident management and service requests. This role ensures the smooth operation of IT services by providing first-line support, troubleshooting issues, and escalating incidents as needed. Additionally, the IT Support Specialist is responsible for equipment provisioning, user administration, and training personnel on IT procedures. 

Key Responsibilities:

• Act as the single point of contact for end users, effectively managing communications related to IT incidents and service requests.
• Document and resolve technical issues, ensuring timely ticket closure and maintaining accurate records in the IT service management system.
• Provide first-line investigation and response to IT incidents, categorizing, prioritizing, and escalating them to the appropriate resolver groups within the established Service Level Agreements (SLAs).
• Perform laptop maintenance, including user and computer administration, to ensure optimal performance and security.
• Manage equipment provisioning, including the onboarding and offboarding processes, to ensure employees have the necessary IT resources.
• Conduct ticket triage, ensuring issues are appropriately classified and assigned for resolution.
• Support all local office IT-related requests, troubleshooting and resolving technical problems as they arise.
• Train Ergomed Group personnel on IT best practices and procedures to enhance system usage and security awareness.

Qualifications

• Knowledge of Windows environment and basic networking.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Experience with equipment provisioning, user onboarding/offboarding, and IT training is a plus.

Additional Information

Why PrimeVigilance? 

We prioritize diversity, equity, and inclusion by creating an equal opportunities workplace and a human-centric environment where people of all cultural backgrounds, genders and ages can contribute and grow.  

To succeed we must work together with a human first approach. Why? because our people are our greatest strength leading to our continued success on improving the lives of those around us. 

We offer: 

• Training and career development opportunities internally  
• Strong emphasis on personal and professional growth 
• Friendly, supportive working environment 
• Opportunity to work with colleagues based all over the world, with English as the company language 

Our core values are key to how we operate, and if you feel they resonate with you then PrimeVigilance could be a great company to join!  

• Quality 
• Integrity & Trust  
• Drive & Passion  
• Agility & Responsiveness  
• Belonging 
• Collaborative Partnerships  

We look forward to welcoming your application!