IT Support Consultant - Tenthpin Solutions (all genders) (Any location in India)

Tenthpin Solutions is looking for a pro-active and highly skilled IT Support Consultant to join our rapidly growing organization. The successful applicant will serve as key point of liaison for customer related and internal Service Desk inquiries.  You will be part of an ambitious and dynamic team, continually developing your skills to be a true expert in your field.  

The Opportunity: 

As an IT Support Consultant, you will be taking care of incoming support requests either from external (our customers) or internal (our employees). For some of those requests you will provide a solution on your own based on internal handbooks, repetitiveness of tickets, knowledge database, etc., and for others you will route those tickets to the appropriate channels, like Level 2 support team. 

The role will include but not be limited to: 

IT Customer Support (~70%): 

• Act as trusted first point of contact between Tenthpin Solutions and our life sciences clients, providing first-line assistance promptly and professionally. 

• Record incoming support tickets according to SLAs, and process incoming service requests as defined in the ITSM service catalog. 

• Handle data related issues and be able to detect if the incident is a client-side issue, a change request or requires coding. 

• Work in Service Agent Portal and with Service Dashboards to manage work list and SLA adherence in a proactive way. 

• Set up and coordinate internal meetings related to the support tickets and solutioning process. 

• Synchronize support tickets between JIRA Service Management and Azure DevOps in a controlled and diligent way. 

Internal IT Support (~30%): 

• Collaborate closely with the internal IT department to provide employee IT support and to support testing of features and changes. 

• Control over SharePoint including design, development and set up of SharePoint environments, permission settings, and SharePoint maintenance. 

• Provide and update knowledge items such as FAQs, WIKIs, training materials, and maintain known issue databases. 

Possible growth to ITSM representative: 

• Become increasingly proficient in support management and scale up. Possibly take over increasing responsibility for building and coordinating the regional ITSM team. 

 Your experience: 

• Passion for supporting innovative solutions that add substantial value to our clients. 

• Proven experience as a first level support agent and in ITSM handling (JIRA Service Management would be a plus) 

• Familiar with office Microsoft Office applications, i.e. PowerPoint, Excel, Word. 

• Experience in maintaining AWS, or strong willingness and commitment to be upskilled in AWS processes and maintenance.  

• Demonstratable experience in problem-solving with the ability to diagnose and troubleshoot issues and find solutions in a self-directed way. 

• Be able to provide a high attention to detail and accuracy in documenting support activities and resolutions paired with analytical skills and a continuous improvement mindset. 

• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly, to non-technical users. 

• Fluent in English, any additional language is a plus. 

Why Tenthpin Solutions: 

Global Consulting and Technology Boutique for the Life Sciences industry. With more 400 consultants, we operate out of eight countries: US, Switzerland, Germany, UK, Portugal, Poland, Japan, and India. 15 of the top 20 Life Sciences companies worldwide already rely on Tenthpin, trusting our independent, unbiased advice and services. 

In 2023, Tenthpin launched its own product business, Tenthpin Solutions. Leveraging our roots in consulting, we have built a global team of highly experienced industry experts, coders, and UX specialists committed to delivering cutting-edge software solutions for the Life Sciences industry. 

We offer a competitive salary and benefits package. Plus, a collaborative work environment that encourages professional growth and development.  

Are you passionate about digitally transforming Life Sciences companies? Do you want to create an impact with leading brands and deliver real value? Enjoy working in an entrepreneurial and collaborative team? 

Then we look forward to hearing from you  

Tenthpin is an equal opportunities employer.

*This role can be based in any location of the above-mentioned employment location. You must be an official resident in the employment country to be considered for this role.