IT Support Engineering Specialist

Job title:

IT Support Engineering Specialist

Company

Gilead

Job description

For Current Gilead Employees and Contractors:

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At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact. Join Gilead and help create possible, together.

Job Description

Position Overview:

The IT Support Engineer Specialist focuses on VIPs and regular users. Tasks include but are not limited to performing sophisticated repairs and diagnostics (system and network) and assisting with Executive Support Procedures. They will provide excellent customer service and resolve support issues promptly and expertly, proactively working to identify potential issues and future requirements. They will escalate system issues (reported or discovered), tracking issues to their resolution while providing timely updates to key partners and leadership, adhering to strict privacy and confidentiality policies.

Key Responsibilities:

• Offer advanced IT support to C-level, VIPs, and regular users, ensuring optimal customer satisfaction and strict adherence to service level commitments.
• Conduct complex network and systems troubleshooting, applying sophisticated diagnostic techniques and tools.
• Lead and manage IT projects with a focus on improving the executive team’s technical landscape.
• Support endpoint security standard and enforce advanced security protocols to safeguard company data and communications.
• Serve as a key point of contact for incident management, demonstrating acumen in high-level incident response.
• Provide support for VIPs, Admins, and regular users who are experiencing desktop hardware, software, mobile, audio/visual, and networking issues and provide complete follow-through to successful first touch resolution.
• Drive a seamless and amazing onboarding experience for our new employees.
• Follow process and procedures for New Hires, Identify Management, SAP access, password resets, IDM access, partner with Service Desk to assist users on a schedule basis.
• Image and deployed systems such as Laptops, Desktops, iPads, iPhones, Androids, DTEN’s, Monitors, keyboard, mouse, printers, accessories and many more.

• Ability to travel and support technology needs for offsite engagements.
• Identify and pursue new and innovative ways to improve processes, delivery of support and technology solutions.
• Establish and supervise metrics on service delivery and customer happiness.
• Be responsible for noticing and escalating systemic problems or automation opportunities and can advance to the corresponding teams to make those changes.
• Create tickets for all issues and document the root cause using Service-Now
• Escalate issues to Tier II and Tier III including external vendors when necessary.
• Consistently meet or exceed our defined SLA expectations.
• When necessary, participate in creating knowledge articles and videos to enable the team and customers with technology.
• Flexible working hours to support early morning and late evening coverage and after-hours support.
• Provide virtual and physical Event Support during Executive meetings and smaller meetings in event spaces.
• Communicate with a customer-first approach both verbally and in written form with our executive customers.
• Provide basic home network troubleshooting, audio/visual, and workstation setup.
• Showcase your knowledge by training other employees on new applications, hardware, software and more.
• Work with various IT groups to be the point person at the office to perform important tasks: troubleshooting Level 1, Level 2, Level 3 as well as network connectivity, testing Audio/Visual (AV) equipment, and handling inventory.
• Assist with projects as assigned including testing and supporting new technologies.
• Travel between offices and offsite event locations

Requirements:

• 5+ years of experience in IT support, with a focus on VIP or executive support services.
• Advanced understanding of networking, system administration, and security protocols.
• Proficiency in cloud services, data management, and IT automation tools.
• Strong organizational skills, with an ability to prioritize tasks efficiently.
• Flexible availability for on-call duty and rapid response outside of standard working hours.

• Proven record of providing tailored, discreet services to executive clientele.
• Excellent problem-solving abilities and attention to detail.
• Shown experience supporting and diagnosing Active Directory, Microsoft Office 365, Okta, MS Office Suite, Zoom, MAC OS, Windows OS, Network services etc.
• Validated knowledge of Networking fundamentals, IP Networking, Wireless networks, C/Laptops/tablets, Outlook, LAN/WAN integration and mobile assets such as iPads and iPhones, MDM and remote computing.
• Highly skilled at explaining technical subjects to non-technical as well as technical customers.
• Capacity to maintain confidentiality without exception, demonstrating outstanding discretion and judgment
• Highly self-motivated and directed, with keen attention to detail.

Education:

• Bachelor or Associate Degree in the Computer field and/or Information Technology Certifications. Will accept Executive level support Experience in the field.

Your Impact:

As a Support Engineer, your technical prowess and commitment to excellence will form the backbone of our IT support team, ensuring that our leaders have the technology services they need to excel. Your role will be instrumental in maintaining uninterrupted and secure technical operations, positioning our company for success in their strategic initiatives.

Applications and Technology Support:

· TruU Support and administration

· NetSkope support

· Service Now ticket support

· SAP/Ariba access support

· Level 1, Level 2/3 support

· Safe Console Encrypted USB portal

· MS Intune Support (BYOD)

· Microsoft Intune Administration

· Apple Business Manager

· Exchange admin center

· Office 365 administration

· Bit locker administration

· AT&T hotspot support

· Active Directory administration

· RSA Token \ VPN administration

· Adobe Acrobat Support

· Zoom client \ administration

· MS Teams Support

· MS One Drive Support

· Druva backup client / administration

· Windows 10 & 11 Pro support

· Mac OSX and iPad IOS Support

· Android OS support

· JAMF support administration

· iPad / mobile support

· Dell laptop / desktop

· Microsoft Surface Pro

· Cisco AnyConnect Support

· Citrix support

· VMware support

· MS Edge/Goggle/Firefox Browser support

· Printer Support / Uniflow Secure Print

· MFA Authentication support and administration

· Remote support tools

· SCCM support

· Blanco (HD Wipe) decommission / e-waste

· Set up Poly 20 /Cisco /Avaya phone support

· Remote Access Point support

· Zoom, Skype, WebEx, Cisco Conference Room Support

· Zoom VIP Personal Interface DTEN support

Equal Employment Opportunity (EEO)

It is the policy of Gilead Sciences, Inc. and its subsidiaries and affiliates (collectively “Gilead” or the “Company”) to recruit select and employ the most qualified persons available for positions throughout the Company. Except if otherwise provided by applicable law, all employment actions relating to issues such as compensation, benefits, transfers, layoffs, returns from layoffs, company-sponsored training, education assistance, social and recreational programs are administered on a non-discriminatory basis (i.e. without regard to protected characteristics or prohibited grounds, which may include an individual’s gender, race, color, national origin, ancestry, religion, creed, physical or mental disability, marital status, sexual orientation, medical condition, veteran status, and age, unless such protection is prohibited by federal, state, municipal, provincial, local or other applicable laws). Gilead also prohibits discrimination based on any other characteristics protected by applicable laws.

For Current Gilead Employees and Contractors:

Please log onto your to apply for this job.

Expected salary

Location

Uxbridge, Greater London

Job date

Tue, 06 Feb 2024 23:38:19 GMT

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