IT Telephony Admin

For the past 20 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners’ most high-profile drug and device programs.

The Senior IT Technician, Telephony (TEL) position is responsible for delivering great customer service. This position is responsible for providing 2nd line support to ProPharma and visiting colleagues with any issues relating to their IT and communications equipment specializing in Telephony Services and Systems.

Job Details:

• Solid experience and understanding of installation, configuration, and maintenance of Telephone hardware and systems.
• Manage set-up, changes and termination to client phone lines.
• Manage set-up, change and terminations to the ProPharma Business Continuity Plan telephony platform.
• Maintain and manage the Global Telephony SharePoint resource.
• Maintain and manage the ProPharma line testing platform.
• Setup, Manage and maintain MDM (Mobile Device Management).
• Support the Helpdesk and handle calls as / when it is required to.
• Create and update technical documentation including training material.
• Create and update any asset inventory information and systems.
• Assist teams with projects as required by your line manager.
• Liaise with 3rd party contractors.
• Attend client meetings representing IT or your line manager.
• Be a point of escalation for 1st and 2nd line Technicians.
• Support 3rd line System administrators as an when workload requires it

Requirement

• Excellent written and oral communication.
• A fast learner with the ability to follow processes and procedures, able to prioritize and manage several open cases at the same time.
• Excellent organization and personal time management.
• High level of accuracy and attention to detail.
• Good interpersonal skills for interactions with team members, executive members, and clients.
• Knowledge and experience of Backup and Recovery of telephony systems.
• Knowledge of Disaster Recovery.
• Required: Associate degree (2-year degree).
• Preferred:  BS / BA in Computer Science, Information Technology Certification Desirable.
• Preferred: CompTIA Network + Certification.
• Preferred: MCDST for Windows 10 Pro.
• 3 - 5 years’ experience in an IT support role.

We celebrate our differences and strive to create a workplace where each person can be their authentic self. We are committed to diversity, equity, and inclusion. Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits. With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed.

All applications to roles at ProPharma are personally reviewed by a member of our recruitment team. We do not rely on AI screening tools to support our hiring process. You will always receive an outcome to your application so that you have an answer from us - whether you're successful or not.

Whilst ProPharma supports remote working, we also recognise the value that comes from in person collaboration. As such, we encourage any new hires that are based within a reasonably short commute of one of our offices to work on a hybrid basis and spend some time working from that office location, as agreed with your manager. All applications will be treated on their own merit and candidates will not be at any advantage or disadvantage based on their proximity to an office.

***ProPharma Group does not accept unsolicited resumes from recruiters/third parties. Please, no phone calls or emails to anyone regarding this posting.***