IT Support Engineer

MAC is a full-service global Contract Research Organisation (CRO). We also own a network of research sites. Our mission is to serve with honesty and integrity to make an outstanding contribution to human health. 

The IT Service Desk at MAC Clinical Research is the central point of contact for all IT-related incidents and service requests. The role of the IT Support Engineer is to provide technical support for all employees, resolving support requests as well as meeting employee satisfaction and continuous service delivery demands. IT Support employees work in a dynamic, fast-paced environment which provides services via online communication, over the phone, or face-to-face. 

KEY SKILLS, KNOWLEDGE AND QUALIFICATIONS REQUIRED: 

• Degree in IT, Computer Science, or a related field, or equivalent technical experience (minimum of 3 years). 
• Microsoft certification or equivalent professional experience. 
• ITIL certification or experience (desirable). 
• Experience of Zoho and ManageEngine ITSM products (desirable). 
• Strong communication skills to explain technical issues to non-technical users. 

RESPONSIBILITIES: 

• Service desk – To accurately record, update, and document requests using the IT Service Desk and to respond to those requests in a timely manner. 
• Desktop support – Provide, maintain and update PCs, laptops and other peripheral devices to meet the needs, both hardware and software, of the end users. 
• Active directory – Maintain active directory records including user accounts, group policies, and domain registered devices to ensure continuity and security of the organisation’s internal network. 
• Telecommunications – Support phone systems as per the needs of our employees. 
• To work with IT management and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented. 
• Assist with IT projects, including hardware/software installation and testing. 
• Ensure desktop/laptop security and escalate any security breaches. 
• Uphold network security measures set by Standard Operating Procedures (SOPs) and Company policies. 
• Maintain confidentiality with regard to any information being processed, stored or accessed where appropriate. 

TRAVEL DEMANDS:  

• MAC currently has 8 locations situated across the midlands and north of the UK. While the role is based in Manchester, visiting of other MAC sites may occasionally be necessary to provide technical support. Transport, or expenses, will be provided should this be the case.  

• Competitive salary in keeping with pharmaceutical industry standards that will reflect experience
• Health Insurance
• Free onsite parking
• 25 days annual leave (increasing in increments to 30 days after 6 years' service)
• Your birthday off work

MAC Clinical Research invites applications from highly motivated candidates, with a desire to fulfil their full potential. You will be working with an organisation that sees you as an investment and is keen for you to achieve your career aspirations.

Please email [email protected] should you require any special arrangements or reasonable adjustments to be made throughout this selection process. This will enable us to accommodate your request as necessary.