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    IT Support Specialist - delhi, India - Norstella

    Norstella
    Norstella delhi, India

    6 days ago

    Default job background
    Technology / Internet
    Description
    Role IT Support Specialist
    Location India, Remote (Work from anywhere in India)
    Minimum Qualification B. Tech. (or equivalent) from an accredited institution
    Indicative Experience 5+ years
    Domain Preferably life-sciences / pharma

    Customer Profile Captive research and development pods for a $ 500 million group of pharma data research companies that help patients gain access to life-saving therapies.

    We help our clients navigate the complexities at each step of the drug development life cycle, from pipeline to patient.

    Other benefits Health Insurance, Provident Fund, Life Insurance, Reimbursement of Certification Expenses, Gratuity, 24x7 Health Desk
    About Norstella

    At Norstella, our mission is simple: to help our clients bring life-saving therapies to the market quicker—and help patients in need.

    Founded in 2022, but with history going back to 1939, Norstella unites best-in-class brands to help clients navigate the complexities at each step of the drug development life cycle —and get the right treatments to the right patients at the right time.

    Each organization (Citeline, Evaluate, MMIT, Panalgo, The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making.

    Together, via our market-leading brands, we help our clients:


    • Citeline – accelerate the drug development cycle
    • Evaluate – bring the right drugs to market
    • MMIT – identify barrier to patient access
    • Panalgo – turn data into insight faster
    • The Dedham Group – think strategically for specialty therapeutics

    By combining the efforts of each organization under Norstella, we can offer an even wider breadth of expertise, cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data, machine learning and predictive analytics.

    As one of the largest global pharma intelligence solution providers, Norstella has a footprint across the globe with teams of experts delivering world class solutions in the USA, UK, The Netherlands, Japan, China and India.

    Scope Of Role

    Working closely with the larger IT team, in this role as IT Support Specialist you will work with the IT Helpdesk (Hybrid support team) and deliver exceptional support to our colleagues through the helpdesk.

    The role requires a mix of onsite and remote support, so you will need to be local to and/or able to travel to one of the Norstella India offices up to 3 days a week.

    Reporting to the IT Support Manager you will be responsible for issues and escalating where necessary.

    These duties include but are not limited to:

    • Being local to one of the Norstella India physical office locations to provide in-person support
    o Available to travel to other Norstella India office locations if/as needed


    • Working within an ITSM service desk to triage and resolve end user support requests
    • Providing and coordinate basic networking, cabling and similar in-person office support
    • Providing advanced end user support, both in-person and virtually
    • Being a point of contact for IT support issues regionally
    • Providing inputs to metrics and other operational readouts as necessary
    • Supporting all joiners and leavers regionally, with in-person support as necessary
    • Maintaining and implementing runbooks, automation and similar operational improvements
    • Identifying trends in common issues and offer suggestions for mitigation
    • Supporting integration projects and processes following corporate acquisitions
    • Propose solutions to address complex problems
    • Be an escalation point for junior team members
    • Help to train and mentor junior team members
    • Work closely with internal stakeholders and third-party vendors to complete projects
    • Maintain a learning mindset
    • Hardware setup and configuration
    • Software setup and troubleshooting
    • Basic network troubleshooting
    • Joiners and Leavers support
    • Provide advanced end user support, design and implement solutions based on team and end user feedback.

    You will ensure that your role is carried out through efficient time management and by providing a high level of quality.

    You are a confident individual, able work with the IT Support team and deliver a high-quality service to our colleagues.

    Given that you will be working with colleagues directly, good communication skills are critical.
    Relevant Skills and Experiences


    • Desktop support and installation
    • Windows Autopilot
    • Microsoft Windows/macOS
    • Microsoft 365 Platform (Exchange, Teams, OneDrive, SharePoint, etc)
    • Azure Platform (Azure AD, Azure Virtual Desktop, Intune, etc)
    • Service Desk Implementation and Management
    • Experience with using a service desk system (ITSM Tool) i.e. ServiceNow, Remedy
    • MDM Platform Management
    • Process Improvement and Automation
    • Create Detailed Documentation, Provide Clear and Effective Communication
    • Maintain Knowledge Base, Both for Internal Use (Teammates) and External Use (End Users)
    • Able to deliver and participate in projects.
    • Problem management experience
    • Event management and moderating (Town halls and sales meeting participation)
    • Configuration Management Database (CMDB)
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