Systems Support Specialist

At ICON Strategic Solutions, you will work in a sponsor-dedicated model, supported by ICON's global expertise.

As the world's largest FSP organisation, with over 90 sponsor partnerships, we offer stability, career development and a collaborative environment where your work contributes to the development of treatments that benefit patients worldwide.

As a Systems Support Specialist at ICON, you will contribute to our client services function, working collaboratively to deliver high-quality outcomes across our clinical programmers.

What You Will Do:

You will take responsibility for scientific operations deliverables, applying your skills to ensure quality and efficiency in Veeva Vault. Key responsibilities include:

• User Support: Provide technical assistance and support to end-users, offering prompt solutions to hardware and software issues while maintaining a positive customer service experience.
• Troubleshooting: Diagnose, troubleshoot, and resolve technical issues by researching and utilizing appropriate resources, tools, and processes.
• Documentation: Maintain comprehensive and up-to-date system documentation, ensuring that all processes are well-documented for optimal IT functionality.
• System Monitoring: Regularly monitor systems to detect and resolve operational problems, aiming to prevent service disruptions.
• Training: Assist in training end-users on various IT systems and applications to enhance their proficiency.
• Recommendations: Collaborate with the IT team to identify areas for improvement, propose recommendations for system enhancements, and support system upgrades and deployments.

Your Profile:

You will bring relevant scientific operations experience, along with the following qualifications and skills. Required qualifications and experience:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in IT support, troubleshooting, and system maintenance in Veeva Vault.
• Strong knowledge of hardware and software components, network configuration, and IT security best practices.
• Excellent problem-solving skills and the ability to communicate technical information effectively.
• Detail-oriented and committed to providing top-notch customer service.
• Relevant certifications (e.g., CompTIA A+, Network+, Security+) are a plus.

Rewards & Benefits

ICON offers a competitive and comprehensive total rewards package designed to support your health, wellbeing, and career development.

Benefits may include:

• Competitive base salary and performance-related incentives
• Health and wellbeing programmes including medical, dental, and vision coverage where applicable
• Retirement and pension plans
• Life assurance and disability coverage
• Employee assistance programmes and wellbeing resources
• Learning and development opportunities through structured training and career pathways

Benefits may vary depending on role and location.