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IT Support Engineer

  • UK
  • 100%
  • Genedata Corporate IT
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Genedata transforms data into intelligence with innovative software solutions that incorporate extensive biopharma R&D domain knowledge. Multinational biopharmaceutical organizations and cutting-edge biotechs around the globe rely on Genedata to digitalize and automate data-rich and complex R&D processes. From early discovery all the way to the clinic, Genedata solutions help maximize the ROI in R&D expenditure. Founded in 1997, Genedata is headquartered in Basel, Switzerland with additional offices in Boston, London, Munich, San Francisco, Singapore, and Tokyo.

About the Role

As an IT Support Engineer you support the installation and life cycle of Genedata Platforms at customer sites and in the cloud. In this position you are responsible for installing, maintaining, and updating Genedata Platforms and contributing to technical, quality, and process documentation. Moreover, you take care of all the technical configuration of new systems for customer rollouts and on-going support and troubleshooting. 

This full-time position is based either in the UK/EU or US and supports our US customer operations, therefore required working hours are based on Eastern Standard Time. Home office based.

Your Responsibilities

You provide IT expertise for the installation of Genedata platforms at a customer or at a hosted environment and are the primary contact for technical queries from customers of Operational IT services

  • Maintain and update installation, operation, maintenance, monitoring and IT best practice procedures
  • Troubleshooting of Operational IT issues solving technical problems
  • Classify, maintain, and resolve helpdesk requests
  • Liase with customer IT teams and act as an IT systems expert
  • Accountable for Installations, hosting, upgrades, helpdesk, and routine IT maintenance

Skills & Experience

You have hands-on knowledge and experience with Linux and Windows operating systems and cloud deployments such as AWS, GCP and Azure.

Furthermore, you bring…

  • IT Application support experience up to 3rd line; and proven experience of working to ITIL based support processes for provision of Managed IT services
  • Ability to quickly analyze complex technical environments, summarize status-quo, and perform gap analysis with resolution proposals
  • Solid understanding of MS-Office, Customer relationship management and IT service desk/ticketing tools

What We Offer

Genedata is on a mission to accelerate the pace of biopharma R&D. Our enterprise software solutions digitalize and automate lab operations so scientists can discover insights faster, push scientific boundaries farther, and drive change right now. With over two decades of success due to closely-knit teams of scientists, software engineers, and business experts, Genedata has become the market-leading provider of enterprise software solutions for biopharma R&D.

As a private and majority employee-owned organization, we empower each employee to be a contributing voice in the company operations and evolution. Our collective expertise in scientific R&D informatics, combined with our open and scalable software platform, makes us the essential technology for the operations of top biopharma companies and innovative biotechs worldwide.

We are headquartered in Basel, Switzerland and have subsidiaries in the US, Germany, UK, Japan, and Singapore.

Genedata offers an attractive Total Reward Package comprised of a competitive salary and attractive benefits in return for your contribution to our success.

As an equal opportunity employer, Genedata proudly celebrates diversity and believes in an inclusive workplace.

Next Steps

Genedata does not accept applications from recruitment agencies.
If you are interested in this position, please apply directly here.

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