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IT Support Specialist

Company: Norstella
Location: Remote Bangalore, India
Date Posted:
Employment Type: Full Time
Job ID: R-722

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Description

 

About Norstella

At Norstella, our mission is simple: to help our clients bring life-saving therapies to market quicker—and help patients in need. 
 
Founded in 2022, but with history going back to 1939, Norstella unites best-in-class brands to help clients navigate the complexities at each step of the drug development life cycle —and get the right treatments to the right patients at the right time. 
 
Each organization (Citeline, Evaluate, MMIT, Panalgo, The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making. Together, via our market-leading brands, we help our clients: 
  • Citeline – accelerate the drug development cycle 
  • Evaluate – bring the right drugs to market 
  • MMIT – identify barrier to patient access 
  • Panalgo – turn data into insight faster 
  • The Dedham Group – think strategically for specialty therapeutics 
 
By combining the efforts of each organization under Norstella, we can offer an even wider breadth of expertise, cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data, machine learning and predictive analytics. As one of the largest global pharma intelligence solution providers, Norstella has a footprint across the globe with teams of experts delivering world class solutions in the USA, UK, The Netherlands, Japan, China and India.
 
The ITOps team deploys and maintains systems, hardware, software, and technology for all business units.  
 

The Role:

Working closely with the larger IT team, in this role as IT Support Specialist you will work with the IT Helpdesk (Hybrid support team) and deliver exceptional support to our colleagues through the helpdesk. The role requires a mix of onsite and remote support, so you will need to be local to and/or able to travel to one of the Norstella India offices up to 3 days a week. Reporting to the IT Support Manager you will be responsible for issues and escalating where necessary. 

Responsibilities:

These duties include but are not limited to: 
  • Being local to one of the Norstella India physical office locations to provide in-person support 
  • Available to travel to other Norstella India office locations if/as needed 
  • Working within an ITSM service desk to triage and resolve end user support requests 
  • Providing and coordinate basic networking, cabling and similar in-person office support 
  • Providing advanced end user support, both in-person and virtually 
  • Being a point of contact for IT support issues regionally 
  • Providing inputs to metrics and other operational readouts as necessary 
  • Supporting all joiners and leavers regionally, with in-person support as necessary 
  • Maintaining and implementing runbooks, automation and similar operational improvements 
  • Identifying trends in common issues and offer suggestions for mitigation 
  • Supporting integration projects and processes following corporate acquisitions 
  • Propose solutions to address complex problems  
  • Be an escalation point for junior team members 
  • Help to train and mentor junior team members 
  • Work closely with internal stakeholders and third-party vendors to complete projects  
  • Maintain a learning mindset 
  • Hardware setup and configuration 
  • Software setup and troubleshooting 
  • Basic network troubleshooting 
  • Joiners and Leavers support 
  • Provide advanced end user support, design and implement solutions based on team and end user feedback.    
  • You will ensure that your role is carried out through efficient time management and by providing a high level of quality. 
You are a confident individual, able work with the IT Support team and deliver a high quality service to our colleagues. Given that you will be working with colleagues directly, good communication skills are critical. 
 

Requirements:

Relevant Skills and Experiences 
 
  • Desktop support and installation 
  • Windows Autopilot 
  • Microsoft Windows/macOS 
  • Microsoft 365 Platform (Exchange, Teams, OneDrive, SharePoint, etc) 
  • Azure Platform (Azure AD, Azure Virtual Desktop, Intune, etc) 
  • Service Desk Implementation and Management 
  • Experience with using a service desk system (ITSM Tool) i.e. ServiceNow, Remedy 
  • MDM Platform Management 
  • Process Improvement and Automation 
  • Create Detailed Documentation, Provide Clear and Effective Communication 
  • Maintain Knowledge Base, Both for Internal Use (Teammates) and External Use (End Users)  
  • Able to deliver and participate in projects  
  • Problem management experience  
  • Event management and moderating (Town halls and sales meeting participation)  
  • Configuration Management Database (CMDB) 





    The guiding principles for success at Norstella: 

    01:  Bold, Passionate, Mission-First  
    We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients.  Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do.   
    02:  Integrity, Truth, Reality 
    We make promises that we can keep, and goals that push us to new heights.  Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn’t.  By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals.   
    03:  Kindness, Empathy, Grace 
    We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude.  We use this principle across the organization to collaborate and build lines of open communication.   
    04:  Resilience, Mettle, Perseverance 
    We will persevere – even in difficult and challenging situations.  Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission. 
     05:  Humility, Gratitude, Learning
    We will be true learners by showing humility and gratitude in our work.  We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking.  
     

    Benefits:

    • Health Insurance
    • Provident Fund
    • Reimbursement of Certification Expenses
    • Gratuity
    • 24x7 Health Desk
    Norstella is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people’s differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual’s abilities, skills, performance and behavior and our business requirements. Norstella operates a zero tolerance policy to any form of discrimination, abuse or harassment.
     
    Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we’re just as excited about you.  
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