Senior IT Support Engineer

Role Summary

Based in the Lexington office, the Senior IT Support Engineer is an on-site senior IT professional providing hands-on end-user support. You will manage a wide range of uniQure IT assets in the Lexington office (workstations, mobile devices, networks and equipment, file shares, video conferencing solutions, and other IT-related assets), ensure IT services are maintained to a high standard, and provide day-to-day support to end-users. You will manage the uniQure IT helpdesk in Lexington, resolve user issues, consult for best solutions, and oversee data management processes. The role involves investigating, diagnosing, and resolving incidents using the ticket system and collaborating with System Engineers, Application Engineers, or the Solution Architect to improve IT systems. This position reports to the Director, Architecture Cyber Security & Compliance and is based on-site in Lexington.

Responsibilities

• Ensure that all administration within IT and reported to IT are managed properly and in a timely matter.
• Responds and resolves IT requests and queries logged via the IT support system and in accordance with the priorities set.
• Ensures that the IT environment of uniQure is compliant to relevant regulatory and quality requirements.
• Performs Application Management and User Management as first or second contact for the assigned applications and maintains the work instructions related to this system.
• Supports as secondary Application Manager and performs User Management as backup for specified systems.
• Provides helpdesk support to colleagues in the Lexington facilities
• Participates in internal audits and audits by external groups
• Responsible for system security, software updates and follows change control procedures
• Responsible for asset- and knowledge inventory management.

Qualifications

• ITIL certification
• Microsoft Certifications (Windows OS, Server, MS 365, Azure AD, SharePoint)
• Minimum 8 years of experience in Technology Services, Support Engineer, or equivalent role
• Proficient in supporting MacBook setup, maintenance and helpdesk
• Demonstrated knowledge and strong understanding in a wide range of relevant technology
• Experience working in an international commercial organization is preferred
• Pharmaceutical or Biotech Industry experience is strongly preferred
• Physically able to manage/support workplaces
• Self-motivated and passionate about learning and adopting new technology and methodologies

Skills

• Managing MS Intune
• MacBook setup, maintenance and helpdesk
• Demonstrated knowledge of a wide range of relevant technologies
• End-user support tools and ticketing systems proficiency
• Strong verbal and written communication skills
• Customer oriented with high attention to detail and quality mindset
• Self-motivated and eager to learn new technology and methodologies

Education

• College, or ICT or equivalent grade in Computer Sciences