IT Support Engineer

At Definitive Healthcare, our passion is to transform data, analytics and expertise into healthcare commercial intelligence. We help clients uncover the right markets, opportunities and people, so they can shape tomorrow’s healthcare industry. Our SaaS platform creates new paths to commercial success in the healthcare market, so companies can identify where to go next. We are on an incredibly exciting trajectory with over 900 employees across three continents.

The Monocl product was launched in 2016, and the majority of the development is made in Sweden, with Gothenburg as the European Definitive Healthcare HQ. The Monocl product team is growing steadily, with over 90 employees spanning three continents, 53 of whom are in Sweden. The Monocl products’ mission is to connect all stakeholders in life sciences and healthcare through software - thereby enabling our customers to target and engage the right opinion leaders, medical experts, and customers anywhere in the world. We are guided by a strong vertical focus on life sciences and healthcare, combined with a relentless drive to address great customer challenges. We truly believe that software eats the world.

The IT team is growing and we are adding a new support role to the team - is it you?

The primary responsibility in this role, you will be working in our IT Support Services team to provide IT support on-site and remote to our Definitive Healthcare community in our Gothenburg, Sweden office and remote support to the organization with users based from our office in Framingham, Massachusetts in the United States and Bangalore in India in conjunction with the rest of the IT operations team and provide gold standard end user support to our user community.

With a high sense of customer service and a drive to investigate and solve technology support problems and collaborate with the IT team, you will have a visible impact on the success of the IT Support team within the organization.

What you’ll do:

• Provide high quality customer support with a customer first mentality.
• Responding to support requests or escalations via ticket system, performing root cause analysis and working to resolve problems or incidents.
• Use advanced knowledge and troubleshooting skills to resolve technology issues with computers running Windows, Mac OS and Linux, iOS mobile devices, software applications, AV conferencing hardware.
• Assisting and supporting other IT team members as needed.
• Assist with onboarding and offboarding processes including:
• System imaging
• Account creation
• Updating asset inventory
• Taking responsibility for and working on IT projects.
• Various levels of management responsibilities of hosted solutions including M365, Intune, Azure Active Directory.

Who you are:

We believe you have the experience and technical knowledge to work in this highly autonomous role where you will have full responsibility for our quickly evolving user base. You strive to always deliver gold standard customer service and have the ability to communicate clearly with teammates, end users and leadership.

• 4+ years working in an IT operations support role.
• Outstanding customer service and interpersonal skills.
• Ability to perform well in difficult or stressful situations while maintaining composure and friendliness.
• Skills in the standard tools, concepts, and practices of IT technical support and incident management
• Strong ability to analyze root cause and troubleshoot technical issues independently.
• Knowledge of Active Directory including management, securities, permissions.
• Understanding of network principals.
• Ability to thrive in a fast paced and dynamic environment, with ever changing priorities and tasks.
• Understanding of concepts of ITIL or ITSM.
• Experience with:
• Supporting MacOS, Windows, Linux and iOS.
• Scripting in either Windows, MacOS or Linux
• Remote Management and Monitoring platforms
• Mobile Device Management platforms.
• User account management in Azure AD.
• M365 administration.
• Intune administration.

Why we love working at Definitive Healthcare, and why you will too:

• Industry leading products
• Work hard, and have fun doing it
• Incredibly fast growth means limitless opportunity
• Flexible and dynamic culture
• Work alongside some of the most talented and dedicated teammates
• High focus on work-life balance
• Flexible and dynamic culture created with multicultural teams
• Work alongside some of the most talented and dedicated teammates
• Competitive benefits package

If you don’t fit all of these qualifications, but believe you’re still a great fit, feel free to apply and tell us why.