IT Support Engineering Specialist

Gilead Sciences•Edmonton, AB

1d•Onsite

About The Position

The IT Support Engineering Specialist is a key member of the IT Support Services team, partnering closely with cross-functional IT teams and business-led teams to keep site operations running smoothly. This role provides end-to-end daily IT support, participates in IT projects, assists with the development and implementation of procedures for daily tasks and operations, and supports technology needs across the Edmonton campuses. This position is based in Edmonton, Alberta, Canada, with travel and support responsibilities for both the East and West Campus.

Requirements

6+ Years with High School Diploma or equivalent
5+ Years with AA
4+ Years with BA / BS
2+ Years with MA / MS
Hands-on experience with Windows and Mac OS environments
Strong understanding of IT infrastructure and troubleshooting practices
Excellent problem-solving and communication skills
Ability to provide step-by-step technical support, both written and verbal
Experience supporting collaboration and productivity tools such as O365, OneDrive, Teams, SharePoint, Co-Pilot and Zoom

Nice To Haves

Computer Science or related discipline is preferred
5 years of relevant experience in technical support, desktop support, IT help desk, or a similar role preferred
Additional certifications in Microsoft, Linux, Cisco, or similar technologies are a plus
Good Manufacturing Practice (GMP) or other regulated industry experience is an asset

Responsibilities

Perform standard technology engineering activities under direction, building professional skills and familiarity with IT engineering practices, methods, and projects
Provide preventative maintenance for assigned technologies following established procedures
Provide incoming call support for IT-related incidents, escalations, and customer issues
Perform tier 2 and tier 3 troubleshooting across hardware, software, account setup, network configuration, and related technical issues
Research, diagnose, troubleshoot, and identify solutions to resolve system issues through to resolution
Properly escalate unresolved issues to the appropriate internal teams using standard procedures
Track, prioritize, and manage multiple open issues through the corporate ticketing system within agreed timelines
Provide prompt and accurate customer feedback and follow up to confirm systems are fully functional after troubleshooting
Participate on project teams by providing information, documentation, and executing well-defined changes under guidance
Support current collaboration and productivity technologies including O365, OneDrive, Teams, Yammer, SharePoint, Co-Pilot and Zoom