26 days ago on shire.com

Executive Technology Support Service Technician

Shire International GmbH

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Executive Technology Support Service Technician

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Posting TitleExecutive Technology Support Service TechnicianEmployee TypeRegularJob Id14793BRLevelSRPR IFunctionInformation TechnologySearch Location(s)Switzerland - ZugDivisionIT Business PartneringJob CategoryInformation Technology
Shire is the leading global biotechnology company focused on serving people with rare diseases and other highly specialized conditions. We strive to develop best-in-class products, many of which are available in more than 100 countries, across core therapeutic areas including Hematology, Immunology, Neuroscience, Ophthalmics, Lysosomal Storage Disorders, Gastrointestinal/Internal Medicine/Endocrine and Hereditary Angioedema; and a growing franchise in Oncology.

Our employees come to work every day with a shared mission: to develop and deliver breakthrough therapies for the hundreds of millions of people in the world affected by rare diseases and other high-need conditions, and who lack effective therapies to live their lives to the fullest.

Overall responsibility

Become a member of the Executive Technology Support Service team who are responsible for building and maintaining relationships with executive end-users (Senior Vice President’s & C-Suite Executives) together with their Executive Assistants. Provide a rapid response technology support service for all client computing technology requests and incidents, and represent the CORP IT and End User Experience team.


45% - Provide in-person and remote white glove technical support to fulfill service requests and troubleshoot/diagnose and resolve End User Experience (EUE) incidents. Manage incidents that are assigned by/to service partners. Manage ticket queues and ensure timely updates to all assigned tickets, with respecting the SLA’s.

25% - Develop and maintain relationships with the Executive community. Act as an ambassador and spokesperson for IT. Maintain good relationships with the corporate IT team and its business partners, to act as an interface for Executive interactions. Listen to customer feedback and take action for continuous improvement.

10% - Assist with the implementation of IT projects within the End User Experience environment. Assess, plan and deliver these changes to the ETSS community. Provide individual & group training sessions. Set reasonable expectations that can be counted on.

10% - Use best judgment to determine the most appropriate actions needed to satisfy customer in a given scenario. Understand when to escalate and when to involve other IT / business stakeholders. Identify opportunities to work with IT business partners to develop new support solutions.

5% - Analyze support processes and technology, and recommend improvements to management. Implement approved proposals. Feedback into continual service improvement (CSI) process.

5% - Be available to occasionally provide after-hours support during extended on- or offsite meetings (Travel might be involved).

Required Qualifications

•Certificate or Bachelor's Degree in the field of information technology, engineering, computer science and/or business administration.

•Minimum of 3 years of experience in providing Executive Support in a corporate environment.

•5+ years of experience with infrastructure services and an emphasis on End User Experience technology and processes.

•Fluent in English & German (Speaking and Writing) is a must.

•Demonstrated mastery of IT EUE concepts, processes, tools and techniques.

•Ability to react with prompt, respectful and skilled technical attention.

•Understand and have experience with working in a confidential environment and apply proper work ethics.

•Have the ability to travel (local & international) and provide after-hours support occasionally when required.

•Mastered knowledge of:

oWindows operated hardware/software (Win7, Win10, Office365 with OneDrive)

oApple devices (iPhone, iPad, MacBook, AppleTV & Airport)

oWebEx / BT Dolby

oBasic networking

(Setting up a Home network, understanding of a corporate network)

-Local and EMEA travels.

Preferred Qualifications

•Accreditation/Certification in ITIL service management framework.

•Experience with IT services in Pharmaceuticals/Biotechnology.
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