Senior IT Support Specialist

POSITION TITLE:
Senior IT Support Specialist

DEPARTMENT:
Information Technology

Ora Values the Daily Practice of …
Prioritizing Kindness * Operational Excellence * Cultivating Joy * Scientific Rigor

At Ora, we are building the future of ophthalmic clinical research. As the world's leading full-service ophthalmic drug and device development firm, we guide our clients across all phases of clinical research to efficiently bring new products and therapies to market. Over the past 45 years, our expert teams have helped earn more than 85 new product approvals. Ora's pre-clinical and clinical models, unique methodologies, integrated clinical data solutions, and global regulatory strategies have been refined and proven across thousands of global projects. Today, our team continues to expand across the globe, with over 600 employees across North America, Europe, Asia, and Latin America.

The Role:
The Senior IT Support Specialist plays a critical role in ensuring the smooth operation of Ora's technology infrastructure. This position provides hands-on support to Hyderabad employees and contractors resolving technical issues, managing IT assets. The ideal candidate is a proactive problem solver with strong technical acumen, excellent communication skills, and a passion for delivering exceptional user support. This role also serves as the primary liaison with Hyderabad IT vendors and contributes to the development and execution of Ora's IT strategy. You will work closely with global teams in a hybrid cloud and on-premises environment, contributing to strategic IT projects and enhancing local operational efficiency.

What You'll Do:

• Provide expert-level technical support for hardware, software, and network-related issues across Windows and macOS environments.
• Provision and configure new user devices (laptops, phones, mobile devices) in accordance with company policies and user needs.
• Troubleshoot and resolve complex end-user hardware issues, ensuring minimal downtime and optimal performance.
• Manage and support Office 365 applications and services, including user accounts, licensing, and collaboration tools.
• Administer Active Directory in a hybrid environment, including user/group management, permissions, and policy enforcement.
• Demonstrate deep understanding of NTFS permissions, including group permissions, inheritance, and access control best practices.
• Collaborate with outsourced network providers to identify trends, resolve recurring issues, and proactively train users to reduce support requests.
• Oversee procurement of IT hardware, software, and peripherals to support Hyderabad office in alignment with business needs and budget.
• Experience with endpoint management tools such as Intune, Datto, SCCM, or other MDM/RMM tools.
• Use ITSM ticketing systems such as SysAid, ServiceNow, or equivalent to manage support tickets and asset tracking.
• Monitor and report on system health and security metrics using tools like Avanan, SentinelOne, and Datto.
• Assist with system upgrades, migrations, and infrastructure deployment projects.
• Develop and maintain IT documentation, knowledge bases, and standard operating procedures.
• Deliver onboarding and technical training sessions to new hires and existing users.
• Adhere to all aspects of Ora's quality system.
• Adhere to all essential systems and processes that are required at Ora to maintain compliance to Ora's data integrity & business ethics and regulatory requirements.
• Clear and sustained demonstration of Ora's values -- prioritizing kindness, operational excellence, cultivating joy and scientific rigor – as well as their linked behaviors.
• Responsibilities may differ from the above based on the specific needs of the business.

What We Look For:

• Experience needed for the Role:

• Minimum 5 years of experience in IT support, help desk, or related technical roles.

• Additional Skills & Attributes:

• Strong critical thinking and analytical skills with a proven ability to troubleshoot and resolve complex technical issues.

• In-depth knowledge of Windows operating systems, Office 365, and Active Directory in hybrid environments. Familiarity with MacOS a plus.
• Expertise in NTFS permissions management, including advanced understanding of group permissions and inheritance.
• Exceptional customer service and interpersonal skills; able to communicate clearly and effectively with users at all levels.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Experience managing IT vendors and coordinating outsourced support services.
• Self-motivated, detail-oriented, and committed to continuous improvement and user satisfaction.
• Experience with security tools such as antivirus, endpoint protection, multi-factor authentication (MFA), and patch management.
• Familiarity with cloud integrations and identity management platforms like Azure AD, Azure portal, and OneLogin in hybrid/multi-cloud environments.
• Experience working with ticketing systems such as SysAid and ServiceNow.

• Experience using endpoint management tools such as Intune, SCCM, or Datto RMM

• Competencies and Personal Traits:

• What We Do:

• Execution Excellence: Ability to set goals, create structure and maintain a focused and collaborative approach to the delivery of timely and high-quality work.

• How We Do It:

• IQ, EQ and SQ: Agile and positive thinker, communicator and collaborator who uses a growth mindset to work and lead with authenticity, transparency, resilience, and empathy. Scientific, intellectual, and emotional/social curiosity creates the willingness and ability to innovate, make mistakes, learn and try again.

• Clear and Direct Communication, Feedback and Conflict Resolution: Practice radical candor in your communication and participate in active Giving and receiving feedback frequently, with an open heart and mind creates psychological safety and promotes faster, individual, team and company growth.

• Why We Do It:

• Seek Meaning and Purpose and a Desire to be Part of Something Bigger than Yourself: Crave being part of a team that works together under shared values to achieve significant positive impact in the wider world. At Ora, we are creating vision beyond what we see.

Our mission is to weave together people, processes, and technology to support innovation in ophthalmology around the world. We believe our business should be a force for good — to improve, heal, and change how we see. As a global company, our vibrant community and culture are nurtured by our core values: Prioritizing kindness, cultivating joy, operational excellence, and scientific rigor. Through our commitment to these values, we have built an inclusive and supportive work environment that fosters respect, accountability, and a fulfilling work-life balance for every team member.

We know a diverse workforce adds to our collective value and strength as an organization. People of color, the LGBTQIA+ community, disabled candidates and veterans are strongly encouraged to apply. Ora is proud to be an Affirmative Action and Equal Opportunity Employer, committed to equal employment opportunity and fair, equitable compensation regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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