Senior Support Administrator, IT Operations (Contractor) chez Worldwide

Who we are

We’re a global, midsize CRO that pushes boundaries, innovates and invents because the path to a cure for the world’s most persistent diseases is not paved by those who play it safe. It is built by those who take pioneering, creative approaches and implement them with quality and excellence.

We are Worldwide Clinical Trials, and we are a global team of over 3,500+ experts, bright thinkers, dreamers and doers and, together, we are changing the way the world experiences CROs – in the best possible way.

Our mission is to work with passion and purpose every day to improve lives and we are looking for others who value this same pursuit.

Why Worldwide

We believe everyone plays an important role in making a world of difference for patients and their caregivers. From our hands-on, accessible leaders, to our cohesive and supportive teams, we are committed to enabling professionals from all backgrounds and experiences to succeed. We prioritize cultivating a diverse and inclusive environment that continues to promote collaboration and creativity. We are proud to be a workplace where people thrive by being themselves and are inspired to do their best work every day. Join us!

*SUMMARY: The Senior Support Administrator, IT Operations in is responsible for overseeing all the IT requirements for both office IT Support and Remote support, including: first line user support and management of local IT systems such as servers, local network hardware/software support and security, antivirus support, backup/restore operations, connectivity (internet, WAN, WiFi), telecommunications (PBX, handsets, lines, faxes) and any other related services that are required to maintain the IT systems in excellent working order. The Senior IT Operations Support Administrator might also be the first point of contact for supporting home-based employees and smaller satellite offices without IT presence. He/she is responsible for all hardware/software ordering, setup and stock control for that office, satellite office/s and home-based users.**RESPONSIBILITIES:*_Tasks may include but are not limited to:_ Monitor and maintain systems security, software updates/upgrades and systems resources (hard disk space, logs, memory utilization, bandwidth usage, internet speed, etc.). Such systems include but are not limited to active directory, file sharing, email, network printing, firewalls, switches, database, and application servers. Responsible for hardware maintenance (upgrades/replacements), new hardware deployment and decommission directly of in conjunction with a 3rd party vendor under their warranty program. Maintain computer network connectivity (hardware and software) reconfiguring as required to meet the evolving needs of the Company. Maintain system software for Windows environment. Install and maintain commercial application packages for data management, word processing, statistical analysis, accounting, and desktop publishing. Author in-house software for general and system admin purposes. Plan, perform and optimize the backup & restore of systems as required and participate in the organization of disaster recovery plans. Source, purchase and install appropriate computer equipment as directed by the line manager. Assist other IT staff with the deployment, maintenance and support of both systems and software in the local office or in other remote locations as required. Provide IT support to adjacent Drug Depot/s, including physical move of sensors/loggers and Vaisala monitoring system Travel to other offices and visit home-based users when remote support solutions are not sufficient to solve IT related issues or problems. Help develop and maintain the Company's SOPs and LWPs for IT systems.*Helpdesk * Provide Tier 1 IT support to Worldwide employees Follow processes and procedures set up within the IT Operations department Assist Worldwide employees to set-up their equipment and troubleshoot any issues Follow up on incidents and user requests to closure within SLA timeframes Input all incidents, requests and related support information in timely and accurate manner into the IT Operations Support ticketing system Complete form processing/data entry in a timely and accurate manner Follow through with users whose issues are not closed on initial contact, which may include additional communication to the user, a Manager, or other support areas within the team and specifically outside the team Keep informed about new developments and best practices within the IT industry Follow ITIL or similar standards setup by the IT Operations Support Team*Documentation & Training * Write, review and keep up-to-date documents and guides to be used by both IT Operations Support Administrators and Worldwide employees Create, update, and encourage the use of the IT Support Portal both by IT Operations Support Administrator and Worldwide employees Train users in the use of computer equipment, software, and connectivity solutions*Administrative Support Functions * Document all incident information and updates as information becomes available Identify and document troubleshooting techniques/steps Respond to miscellaneous requests and research from internal staff as directed by the IT Operations Manager Attend job-related trainingPerform other duties as assigned. The duties and responsibilities listed above are representative of the nature and level of work assigned and are not necessarily all-inclusive.* **REQUIREMENTS:* Technical College or Bachelor’s degree of Higher Technical education 5+ years of operating system/LAN management experience and support Experience and motivation for working with ratio as 70% - IT customer support and 30% - System Administration Active directory, Exchange service experience Basic understanding of business processes and related systems support required for company Excellent English, written and spoken.*OTHER SKILLS AND ABILITIES: **Technical* Task orientated, capable of taking ownership of incidents from the moment they are received until their resolution is completed Advanced knowledge of server hardware and software (Windows Server 2012R2 and 2016 and 2019, Exchange 2013 on-prem and O365) Basic knowledge and understanding of SD-WAN In some cases, good knowledge of a UNIX environment and UNIX systems management experience will be required. Excellent working knowledge (hands-on) of: call tracking or helpdesk software setup, diagnostic and troubleshooting of laptops, workstations, printers, scanners, copiers, etc ghosting & synchronization software (WDS/SCCM) MS Office 365 and other software applications such antivirus, remote support tools, Adobe, etc setup and troubleshooting of internet connectivity and related hardware Mobile applications (iOS and Android) * Personal* Excellent Communication and interpersonal skills Attention to detail is a must Must have good listening skills and ability to empathize Flexible, adaptable, and able to work under pressure and efficiently multitask Must have sense of ownership and responsibility Self-motivated and self-starter Able to succeed and contribute to a team environment. Ability to walk between multiple floors in hospital-like environment Ability to lift up to 45lbs/20kgPromotion to the next level is not automatic based on years of experience. Personnel are evaluated on proven competency, level of responsibility, and ability to work independently.

We love knowing that someone is going to have a better life because of the work we do. 

To view our other roles, check out our careers page at Discover a world of difference at Worldwide! For more information on Worldwide, visit www.Worldwide.com or connect with us on LinkedIn.

Worldwide is an equal opportunity employer that is committed to enabling professionals from all backgrounds and experiences to succeed and, to that end, we prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and creativity. We know that when our employees feel appreciated and included, they can be more creative, innovative, and successful. We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We provide equal employment opportunities to all employees and applicants regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, military status, or other class protected by applicable law.

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