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.

Summary:

L1 engineer will receive inbound requests through channels like phone, Web forms, email, chat, or other means. and provide expertise support.

• The primary responsibility of a L1 Support Engineer will include monitoring, analysing, and troubleshooting of the issues received daily.
• Managing them within the given SLA based TAT.
• Working on production support, attending calls, troubleshooting the applications.
• A fair understanding of the the ITIL and ITSM operational processes like Incident management will be the key areas of work.
• The ability to handle multiple competing priorities in a fast-paced environment
• Aptitude to quickly grasp identification of issues and escalate accordingly.
• A proven track record of taking ownership and driving results.

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

Required Skills:
• Excellent communication skills
• 2-5 years of experience in systems (hardware and software) configuration and support or working in a related role.
• Experience in providing first level support through taking calls and creating the Cases, Incidents, & Triage tickets to appropriate internal teams in line with Service Desk objectives.
• Hands on experience in any ticketing tools.
• Handling International Customer calls.
• A knowledge of Pharmaceutical or Medical domain, specifically the Clinical Trial domain will be a huge advantage.
• Networking, Knowledge & CCNA.