L2 Support Engineering

Velocity Clinical Research is an owned and integrated research site organization, providing excellence in patient care, high quality data and fully integrated research sites. At Velocity, we align our values and behaviors to give our employees the best chance of delivering on our brand promise: to bring innovative medical treatments to patients. We are committed to making clinical trials succeed by generating high quality data from as many patients as possible, as quickly as possible while providing exemplary patient care at every step.

As an employee of Velocity, you are the most integral part of our mission. For talented candidates who perform at a high level, Velocity will invest to support career advancement and reward performance. Whether you are new to clinical research or are an industry veteran, we invite you to apply to Velocity.

Benefits include medical, dental and vision insurance, paid time off and company holidays, 401(k) retirement plan with company-match, and an annual incentive program.

Job Summary:

L2 Support Engineer will include monitoring, analysing, and troubleshooting of the issues received daily.

Duties/Responsibilities:

• The primary responsibility of a L2 Support Engineer will include monitoring, analysing, and troubleshooting of the issues received daily.
• Accountable to log, track and manage Incidents and Service Requests.
• Use Incident logging and Bug tracking tools to document customer incidents quickly and effectively.
• Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems globally to different level and Resolving Workgroup as per User’s location; tracked status of problems and solutions.
• Documented and tracked all received requests in incident management system.
• Scheduled onsite technicians to repair or replace faulty hardware.
• Identified priority Ticket and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators
• Working on production support, attending calls, troubleshooting the applications.

Required Skills/Abilities:

• Excellent communication skills
• L2 technicians should have worked on documented processes and workflows provided by Clients or higher-level support representatives, vendors, product management, etc.
• Should have experience as L2 to maintain a Runbook which they can use for immediate resolutions.
• Must have capability of finding solutions from previous cases using the knowledge base.
• Must have knowledge of closing and re-assigning jobs.
• Must have knowledge of handling break/fix configuration issues.
• Guiding customers on troubleshooting.
• Helping customers manage software installations and repair.

Education and Experience:

• Bachelor’s in Management Information Systems, Computer Science, IT, or equivalent.

NOTE: The above Job Description is intended to communicate the general function of the mentioned position and by no means should be considered an exhaustive or complete outline of the specific tasks and functions that will be required. Additionally, specific tasks and duties of the position are subject to change as the Company, the department and circumstances change. All employees are expected to perform their duties within their ability as required by the job and/or as requested by management.