Information Technology Support Engineer

Imaging Endpoints; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

Imaging Endpoints is seeking an IT Support Engineer to provide first-level support to internal and external users, onboarding new users, and executing SOPs under Innovation and IT Leadership. The role covers desktop support, Office 365 administration, Citrix, and asset management.

The candidate should have a Bachelor’s degree in IT/CS and at least two years of service desk experience, with preference for Microsoft 365 certification and ITIL Foundation knowledge.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science or related field preferred.
• Minimum of two (2) years or equivalent Service Desk experience.
• Microsoft 365 certification preferred.
• Experienced in handling users from different regions and should communicate seamlessly.

Responsibilities

• Receive and configure laptops for users.
• Provide desktop support to users including Microsoft O365 and other applications.
• Administration and troubleshooting of Office 365, MS Teams, Zoom, Sharepoint, Adobe Acrobat, Streams app, Citrix VDI for end users.
• Work on Asset Management related aspects for endpoints, server inventory, other peripherals, etc.
• Support Cloud administration and configuration activities.
• Respond to alerts in IT environment.
• Account management including On-boarding and Separation.
• Perform first-level Windows server administration including Active Directory, Print Server, Group Policy, etc.
• Administer imaging applications (PACS, Mint, OsiriX).
• Perform image exports, study archival, data exports and reconciliation.
• Execute SOP requests and draft SOPs/RCA documentation.
• Coordinate with vendors as required.
• Adhere to SLA and ticket quality parameters.
• Shift handover and on-call as needed.

Skills

Windows 10

Office 365

Active Directory

Print Server

Group Policy

Citrix

TCP/IP

Network troubleshooting

Scripting/Automation

Communication skills

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

Microsoft 365 certification

ITIL Foundation

Citrix administration

Job description

Imaging Endpoints (IE) is an Imaging Technology and Imaging Clinical Research Organization (iCRO). We are passionately focused on our vision to Connect Imaging to the CureTM. Everything we do is aligned with this singular purpose. We work every day excited to advance imaging science, technology, and services to bring curative technologies to humankind. We have supported many of the most impactful new drug approvals in oncology, and we are seeking the most talented individuals globally that are passionate in their desire to assist us in our mission to customize each clinical trial’s imaging to optimize the opportunity to demonstrate efficacy.

Imaging Endpoints is based in Scottsdale, Arizona, with offices in Cambridge, Massachusetts; London, UK; Leiden, Netherlands; Basel, Switzerland; Hyderabad, India and Shanghai, China. We are an affiliate of HonorHealth, one of the largest healthcare systems nationally, and Scottsdale Medical Imaging Limited (SMIL/RadPartners), the largest private radiology group in the United States. We are recognized as the world’s largest and most preeminent iCRO in oncology.

The IT Support Engineer is responsible for providing first level support to internal IE Users and external IE Users, including but not limited to, Medical Professionals. IT Support Engineer is responsible for activities related to onboarding users and Medical Professionals and for the execution of standard operating procedures (SOPs) under the direction of assigned Innovation and IT Leadership.

IT SUPPORT ENGINEER

RESPONSIBILITIES

• Receive and configure laptops for users.
• Provide desktop support to users including Microsoft O365 and other applications.
• Administration and troubleshooting of Office 365, MS Teams, Zoom, Sharepoint, Adobe Acrobat, Streams app, Citrix VDI for end users
• Work on Asset Management related aspects for endpoints, server inventory, other peripherals, etc.,
• Support Cloud administration and configuration activities
• Respond to alerts triggered by failures or warnings in the IT environment.
• Account management including On-boarding and Separation.
• Perform first-level windows server administration including activities related to Active Directory, Print Server, Group Policy, etc., administration.
• Perform administration of various imaging applications including but not limited to PACS, Mint, OsiriX, etc.,
• Work on image exports, study archival, data exports and reconciliation.
• Execute SOP (standard operating procedures) requests.
• Help with drafting SOPs and RCA documentation
• Coordinate with vendors as required
• Adhere to ticket quality parameters for incident and service request tickets along with meeting SLAs
• Provides a shift handover at the end of his/her shift.
• Works on shifts as assigned.
• Other duties as assigned.

EDUCATION AND EXPERIENCE

• Bachelor of Science in Information Technology, Computer Science is preferred or related field.
• Minimum of two (2) years or equivalent Service Desk experience.
• Microsoft 365 certification is preferred.
• Experienced in handling users from different regions and should be able to communicate seamlessly.
• ITSM process knowledge with ITIL foundation certification

SKILLS

• Knowledge of desktop and laptop hardware.
• Knowledge of Windows 10 and Office Suite Applications.
• Knowledge of Windows server, including knowledge of Active Directory, Print Server, Group Policy, preferred.
• Knowledge of Microsoft Office 365, preferred.
• Knowledge of TCP/IP and network preferred.
• Knowledge of Citrix preferred.
• Service-oriented approach, flexible, and proactive.
• Must have superior attention to detail and excellent oral and written communication skills.
• Self-driven, ability to get the job done with little supervision, positive can-do attitude.
• Ability to excel in a team environment.
• Ability to work in strict compliance with all procedures, rules, and regulations.
• Maintain strict confidentiality of sensitive data, records, files, conversations, etc.
• Must have ability to grasp new concepts quickly.
• Ability to adapt quickly changing dynamics of the organization and industry.
• Prior knowledge of scripting/automation is going to be a big plus.
• Knowledge of ticketing and remote management systems.
• Passion to Connect Imaging to the CureTM and pursue a meaningful career by improving the lives of cancer patients through imaging
• Strong desire to be part of a dynamic, global team working closely together and growing year after year in a rewarding environment to help humanity through imaging
• Commitment and caring for our fellow team members, their families, and the communities IE serves - see Caring Endpoints https://caringendpoints.org/
• Integrity and high ethical standards; we always do the right thing
• High intellect and ingenuity; we enjoy solving problems, finding a better way, and the challenge of making a difference by improving lives
• Structured, organized, detail-oriented, and self-motivated; we approach each day with a detailed plan and excitement to accomplish the day’s objectives while striving to improve ourselves and IE everyday
• Accountable; we do what we say and communicative effectively to meet deadlines; we enjoy advancing clinical trials, helping patients, and celebrating success
• High standard for excellence; we proof our own work, hold high standards for ourselves and our team, and always prioritize quality above all else

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk and hear. The employee is frequently required to sit. Specific vision abilities required by this job include close vision, color vision, ability to adjust focus.

Travel: About 5% (domestic and/or international)