Product Support Tech Advisor 1
2 weeks ago
- Provide Level2 support for internal and external end users for application issues through tickets.
- Account Provisioning for multiple applications and monitoring alerts proactively to take timely action.
- Work with customers, L3 Support and project management teams to identify key project milestones and implementation timelines.
- When required escalate tickets/issues to T3 support team for the same, and connect with the relevant stakeholders to get them to closure.
- Perform troubleshooting and incident management for issues and ensure that they are resolved within the timeframes set by SLA.
- Ready to work in rotational shifts including night shifts and weekends.
- Working knowledge of support processes and working in production environment.
- Communicate IT issues to business units at various levels of seniority.
- Bachelor's degree in Computer Science or equivalent, a minimum of 3-5 years of relevant experience.
- Work is primarily achieved by an individual or through project teams, with emphasis on technical/discipline knowledge rather than managing people.
- Requires the application of expertise in professional area(s) to achieve results.
- Solid technical background and experience
- Possesses fine-tuned analytical skills and support experience
- Relational database experience
- Strong PC-based troubleshooting skills
- Possesses solid written and verbal skills
- IIS, Oracle, SQL, Windows Server
- Good verse with scripting and basic automation.
- Understanding of ITIL framework
- Working knowledge of software development processes and methodologies Req
- Knowledge of the clinical trial / pharmaceutical domain Pref
- Powerful work ethic with a focus on customer satisfaction Intermediate
- Strong customer facing and presentation skills Intermediate
- Process documentation skills Intermediate
- Validation documentation and execution skills
- Technical troubleshooting and documentation skills Intermediate
Q2 Solutions,IQVIA's laboratory business, creates connected intelligence by combining our expertise, technology and analytics - this fuels unparalleled research & development solutions.
We uphold a deep commitment to patients, sites, customers, and each other.-
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