Life changing therapies. Global impact. Bridge to thousands of biopharma companies and their patients.
We are PCI.
Our investment is in People who make an impact, drive progress and create a better tomorrow. Our strategy includes building teams across our global network to pioneer and shape the future of PCI.
The Role:
The Desktop Support Specialist Level II's primary responsibility is daily support of PCI end users. This will be accomplished by monitoring the Solution Center and resolving Solution Center submissions efficiently. Diagnose computer hardware / software, & network connectivity accurately and efficiently. Use good judgement in determining if issue needs escalation. Performs hardware / software installs & provide all support in a professional manner.
This role is based at our Bridgend site.
Responsibilities:
1. End user support
2. Monitor Solution Centre, Spiceworks
3. Computer setups, which includes, but is not limited to: Operating Systems setup, installation of MS updates, Anti-Virus installation / configuration, software installation / configuration, network configuration, image / re-image PC / laptops.
4. Proficient with MS Office installation, configuration, and troubleshooting
5. Basic hardware & software trouble shooting, ability to install / upgrade hardware / software.
6. Network user creation / deletion, basic knowledge of AD
7. Mailbox creation / deletion, distribution group maintenance, basic knowledge of EMC
8. iPhone setup & IOS troubleshooting.
9. Procurement of, but not limited to: Computers, desktops, & printers
10. Proper escalation of Solution Centre submissions
11. Provide one on one assistance to end users by either phone, email, Bomgar, or Solution Centre
12. Coordinate with third party service providers for timely repair / configurations of systems under maintenance agreement warranty or systems that are outsourced.
13. Keep up to date with current technologies.
Requirements
14. Bachelor's degree in a computer-related field, or equivalent Helpdesk/IT Support experience.
15. Experience troubleshooting hardware, software, and network connectivity issues.
16. Working knowledge of TCP/IP, DHCP, Active Directory (AD), DNS, and EMC environments.
17. Experience supporting Microsoft Office, computer builds/setups, software installations, and basic networking issues.
18. Experience configuring and troubleshooting iPhones and iOS devices.
19. Ability to prioritise workload independently, escalating issues when required.
20. Able to work effectively both independently and as part of a team.
Skills & Competencies
21. Intermediate IT skills with the ability to use and support a range of systems and applications.
22. Strong analytical and problem-solving skills, with the ability to troubleshoot practical issues.
23. Excellent attention to detail, time management, and organisational skills.
24. Strong written communication and report-writing abilities.
25. Sound judgement and decision-making skills.
26. Excellent customer service skills.
27. Ability to perform effectively under pressure and manage competing priorities.
28. Basic mathematical skills.
Benefits
At PCI, we believe that our employees are our most valuable asset. That's why we are committed to providing a benefits package designed to support your well-being and enhance your overall quality of life. Here's what we offer:
29. Employer Pension: Secure your future with our employer pension scheme (above statutory pension).
30. Competitive Salaries: We offer competitive salaries that reflect your dedication and contributions.
31. Generous Annual Leave: Enjoy 25 days of annual leave, plus bank holidays.
32. Family Friendly Benefits: Enjoy a range of benefits designed to support your family life.
33. Employee Referral Scheme: Know someone perfect for our team? Refer them and receive £500 as our way of saying thank you!
34. Staff Engagement: We value your dedication with recognition schemes and long-service awards.
35. Health andWell-being: Yourhealth matters. Count on our support with generous sick pay, access to a 24/7 GP through our employee assistance program, mental health support, and life assurance up to 4 times your annual salary.
36. Cycle to Work Scheme.
37. DevelopmentOpportunities: Investin your future with our training programs, coaching opportunities, LinkedIn Learning, and further education options.
38. Donation and More! PCI Cares is a new all-in-one platform allowing employees to give back to the community by donating to vetted charities
and non-profit organisations and PCI will match your donation! In addition, each employee will be granted 8 hours of paid Volunteer Time per year.
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Join us and be part of building the bridge between life changing therapies and patients.