IT Support Engineer

Tenthpin Solutions is looking for a pro-active and highly skilled IT Support Engineer to join our rapidly growing organisation. The successful applicant will have a passion for supporting innovative solutions that add substantial value to our clients and will serve as key point of liaison for all customer related Service Desk inquiries, contributing to our reputation as one of the recent success stories within the Consulting and Technology industry. 

The Opportunity:

As an IT Support Engineer, you will be the trusted first point of contact between Tenthpin Solutions and our prestigious life sciences clients, providing first-line technical assistance promptly and professionally.

The role will include but not be limited to:

• Provide Level 1 support for Tenthpin Solution products, ensuring timely resolution of customer tickets and adherence to established SLAs, as defined in the ITSM service catalogue;
• Serve as single point of contact for all customer related service desk inquiries, i.e. incidents, service requests, and change requests.
• Troubleshoot incidents by applying known solutions, checking FAQs, and leveraging the knowledge database to resolve issues efficiently.
• Synchronize incident status between the Jira Service Management Helpdesk and the internal Azure DevOps development system.
• Work in regularly scheduled shifts with strict adherence to defined working hours to guarantee consistent and reliable coverage.
• Collaborate closely with internal teams, escalating complex cases when needed, and proactively contributing to process improvements.
• Manage Jira Service Management administration, including configuration, user management, reporting, and workflow optimization.
• Maintain and continuously improve the Confluence Knowledge Base, ensuring content is accurate, clear, and helpful for both colleagues and customers.
• Support with Project Management Office activities through material creation, reporting, and administrative tasks that contribute to company success.
• Play a key role in shaping our service operations as we scale — with the opportunity to grow into a lead agent role and help build and manage the L1 support team.

Your experience:

• Proven experience as a first-level IT support agent with solid understanding of ITSM concepts and processes (e.g., SLAs, incident handling, escalation).
• Hands-on expertise in Jira Service Management and Confluence (administrator level), ideally with add-ons such as Dashboard Hub or Getint.
• Familiarity with project management tools, i.e. PPT, Excel, and workflow tools, i.e. Azure DevOps.
• Demonstrated ability to work reliably within structured shift schedules, maintaining punctuality and ensuring dependable support coverage.
• High level of organizational skills and high attention to detail for accurate ticket synchronization, reporting and documentation.
• Strong collaboration skills to work closely with cross-functional teams, escalate issues appropriately, and ensure thorough follow-up.
• Analytical mindset with enthusiasm for digital solutions and willingness to grow, becoming increasingly proficient in product support and issue resolution.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical users.
• Experience working in the life sciences industry (pharmaceuticals, biotech, medical devices, CRO) is a plus.
• Fluent in English, additional languages are a plus.

Why Tenthpin Solutions

Tenthpin is a leading global consulting and technology boutique for the Life Sciences industry, operating in 8 countries with +400 Consultants and constantly growing. One of our recent announcements was the creation our own product company, Tenthpin Solutions, addressing the business challenges of the Life Sciences industry with innovative software solutions. Our consultants are passionate and proud contributors to the growth of an exceptional organization, operating globally with the biggest and most exciting brands in the sector to deliver real value.

We are proud to be an organisation where:

• Our workplace values expertise and dedication to deliver exceptional SAP solutions.
• Your ideas matter, and innovation is encouraged. It takes a supportive team to achieve the best results;
• Everyone is part of a truly global team, working with colleagues from all over the world, with diverse backgrounds and cultures.

We offer a competitive salary, benefits package, and an exceptional work environment with long-term career development opportunities. 

We look forward to hearing from you.

Tenthpin and Tenthpin Solutions are equal opportunities employers.