Support Specialist, Lead

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Job description

Would you like to be part of a dynamic and exciting Services Team delivering a high level of support that has a direct impact on the lives of cancer and rare disease patients worldwide? Join our growing team and use your exceptional technical and organizational skills to help us deliver on our mission of democratizing Data-Driven Medicine. Our products are used by over a thousand healthcare institutions globally and provide world-leading capabilities for the analysis of genomic, clinical, and imaging data.

The Support Specialist Senior 2nd/3rd level IT Support is part of the Internal IT Support Services Operations team in Boston, MA, USA.

About you

Youre a problem solver, knowing the systems, applications and processes. You bring expertise and creativity to designing activities, maintain, support and improve quality systems.

About the job

We are looking for an experienced Technical Specialist with excellent technical administration knowledge of Atlassian Apps (Jira Service Desk & Confluence), Dynamics365, Salesforce, Microsoft cloud solutions technologies (e.g., Office 365, Azure AD, Exchange, Power Automate, etc.) and Cisco Meraki MDM.

Your Skills

Youre a highly experienced professional and youve worked in a relevant field for at least five years. You also enjoy mentoring colleagues. Youre proud of your positive and lasting relationships and the customization and strategies youve created to solve business challenges.

Responsibilities

* Support users remotely or on-site; provide efficient and comprehensive solutions to internal users technical issues.
* Provide technical support to end users.
* Respond promptly and courteously to support requests.
* Prioritize requests according to criticality.
* Identify timely and accurate solutions to technical issues.
* Document all support activities in the ticket tracking database.
* Take ownership of user problems and be pro-active when dealing with user issues.

Requirements

* Proven work experience leading a team.
* Excellent communication skills in written and spoken.
* Ability to work independently, be highly organized and meet deadlines.
* Technical proficiency, with hands-on skills using ticketing systems.
* Sense of service, be customer-focused and be willing to assist internal users.
* Must be professional, courteous, well-attired and adhere to the most stringent confidentiality terms.
* Strong analytical, organizational, and critical thinking skills.
* A willingness to work in a fast-paced, target-driven environment.
* Demonstrated ability integrating systems - optimizing existing workflow, design, and architecture between different business-critical systems

Skills:

* Higher Education background in IT or previous support experience - 5 years minimum.
* Microsoft: Active Directory and Exchange on-prem, AD Connect, Azure AD, Exchange Online, M365 Admin Centers, Windows Servers (DNS, File Management, PowerShell) experience.
* Good knowledge of SSO, MFA, groups/roles, access levels.
* Meraki MDM: deployment and best practices experience.
* Understand basic networking technologies (LAN/WAN and wireless), troubleshooting skills.
* Exposure to Enterprise suites: Atlassian Apps Administration: JIRA Software / Service Desk & Confluence, Dynamics365 FO, Operations and Talent (HR), Salesforce, Veeva and SAP Litmos.
* Apple DEP experience.

* MacOS / iOS experience:

* Familiar with Command line, able to read logs, find processes, create shell scripts.

* Familiar with Mac OS features, administration, & troubleshooting techniques.

Benefits

* A flexible, friendly and international working environment with a collaborative atmosphere
* An exciting company mission that brings together science and technology to directly impact the lives of patients with life threatening illness.
* A fast-growing company with plenty of opportunity for personal growth and development

Location: Boston, MA

Start: ASAP

Contract type: Permanent / full-time

Application process

If you think you fit this position, please send a CV and a cover letter. Please note that incomplete applications will not be considered.

After an initial screening process, candidates will be invited for remote interviews. Selected candidates will then be invited for personal interviews.