Precision Medicine Group is hiring a Technical Support Specialist in Hungary.

Position summary:

This person will join our Technical Services team and will be responsible for providing technical support in a variety of different areas to support PFM business. This person should have previous experience with responsibilities such as administration of O365 systems and AD users & groups, printer troubleshooting, software/application updates and laptop/desktop set up/support. This individual should possess strong customer service skills and should be familiar with supporting Windows Operating systems as well as MacOS support and environment maintenance. The role will require the successful candidate to go to our Budapest office approximately 1 day per week.

Essential Functions:

Answers, evaluates, and prioritizes service requests received via help desk, telephone and in person from end users

Ensures timely resolution of end user issues by assigning an appropriate priority and resolution goal, in line with defined IRT and SLA

Performs diagnostics to collect information to determine source of error

Isolates performance issues to determine cause of hardware malfunctions such as hard drive, printer, cables or telephone

Resolves printing issues and network connectivity issues

Troubleshoots Mac hardware and software issues and identifies and resolves hardware and software application problems

Contacts software and hardware vendors via voice or online systems to research issues and determine and implement recommended solutions

Analyzes and corrects issues using documented procedures and available tools as well as personal knowledge and skills and recommended solutions

Brainstorms with team members to resolve more complex issues and escalates difficult issues to IT Manager

Performs imaging setup for standard desktop applications

Performs daily checks to verify system availability

Participates in creation and maintenance of IT standards and procedures

Tests and deploys new software, procedures, installation, conversion and upgrade activities

Infrequent travel to other sites may be required

Work closely with Level I and Level III teams

Work Experience:

Minimum of 3 years of experience in a help desk role is required

Experience with end-user support, help desk ticketing systems (Manage Engine Service Desk is preferred), hardware and software upgrades/troubleshooting

Experience with Microsoft Office 2010 / 2013 / 2016 / 2019 / 365 and Office for Mac 2011 / 2016 / 365

Experience with Windows 10 & 11 is required

Experience with MacOS is required

Experience with Android, iOS, and Windows Mobile devices is required

Active Directory experience is required

O365 (Azure AD, Exchange, SharePoint) environment experience is required

Skills:

Fluency in English, good written and verbal communication

Must be able to troubleshoot issues and support offsite and onsite users

Ability to effectively communicate with both technical and non-technical individuals

Ability to read and interpret documents, for example, operating/maintenance instructions

and procedure manuals

Knowledge of Sharepoint is desirable

Rudimentary network knowledge is desirable

Knowledge of computer OS imaging is required

Knowledge of VPN is required

Knowledge of network shares, namespaces and mapped drives is required

Knowledge of encryption is a plus

Competencies: Attention to details and good problem-solving skills, detail oriented, good communication skills and ability to effectively deal with end users

Precision for Medicine is a precision medicine CRO. Our uniquely integrated offering enables the science of precision medicine by combining novel clinical trial designs, industry-leading operational and medical authorities, advanced biomarker and data analytics solutions, and an unequivocal real passion for rare diseases and oncology.

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