• IT Support Technician

    Job Locations (All) | Germany-Mannheim
    Posted Date 3 months ago(11/28/2018 7:49 AM)
  • Overview

    At PRA Health Sciences, our application of technology truly sets us apart. We are committed to providing you with the tools and resources necessary as you consider a career with us. Join PRA in utilising innovative solutions – let's change lives and make the world a better place.


    We are currently looking for a highly motivated IT Support Technician to join our successful IT team in our Germany Head Quarters in Mannheim.


    This role would be ideal for candidates who possess a natural enthusiasm for technology and have the relevant skills, experience and qualifications to perform a Technical Customer Support role. 


    The IT Support Technician will perform and support Service Request tasks such as providing system access, within our IT department. They are responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users to ensure all Service Requests are managed and resolved within the promised timeframes.



    Responsibilities in this role include: 

    • Resolving technical problems related to computer hardware, software, network, systems/applications access and telecommunication systems.
    • Applying understanding of company’s general business functions and systems to accurately prioritizing each request / incident
    • Ensuring all Incidents and Service Requests are resolved against SLAs and with the highest customer service standards
    • Performing administrative duties in support of the local Tier 2 team – these include but are not limited to:
      • New employee onboarding / offboarding
      • Asset management – laptops imaging, VOIP phones configuration, desks setup
      • Working with facilities team to organize IT equipment shipments
    • Accurately recording all customer service requests and actions in the ITSM application
    • Investigating and resolving user issues using the appropriate tools and channels of escalation.
    • Performing Quality Control role of complete tasks to ensure we meet the expected quality standards and that work complies with PRA’s Standard Operating Procedures (SOPs) and policies



    You are:


    Customer focused, results driven and approachable.


    You understand the nature of the multi-domain IT environments and you have experience in working with a demanding customer and demonstrate good organizational skills.



    Desired Skills and Qualifications:


    • Analytical, dependable and able to multi-task
    • Customer service orientation.
    • Advanced troubleshooting skills
    • Strong knowledge of Microsoft Windows 7/10

    • Experience with Active Directory/Microsoft Exchange

    • Basic IT Network troubleshooting skills

    • Microsoft Certificates like MCDST are beneficial

    • Experience in working with office 365 products / understanding the cloud-based solutions
    • Good interpersonal and communication skills in English, German nice-to-have
    • Education to a degree standard



    Your health, your family, your career — the things that matter to you, matter to us. The benefits of PRA just get better and better.


    For more information please visit our website:




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