IT Support Engineer

• Provide Level 1 IT support and operational management, as part of the global team essentially for subsidiaries
• Collaborate with the IT teams in subs, using a clear RACI model to ensure smooth operations and shared accountability
• Support and perform first-level administration
• Participate in remote configuration and management of IT assets (PCs, phones, printers, meeting rooms, tablets) for the region, on behalf of the global team
• Lead incident and change management processes, applying ITIL best practices
• Monitor service performance (SLA, ticket volumes, major incidents) and communicate key indicators
• Act as a reference for global IT policies, documentation, and governance
• Propose and implement improvements to IT support processes and digital tools, ensuring compliance with security, regulatory, and cost constraints

• Master’s degree in Engineering, Computer Science, or equivalent university-level education
• 5+ years of experience IT Helpdesk operations
• Fluency in English is mandatory (minimum B2 level
• TOEFL or TOEIC certification preferred)
• Strong knowledge of ITIL methodology
• PMP certification is a plus
• Technical expertise in SQL, Windows Server, Exchange, MS365, and network infrastructure (voice/data)
• Experience in the pharmaceutical or medical device industry is an asset

Experience in the pharmaceutical or medical device industry is an asset