Clario Looking for Tech Support Specialist I at Remote Full Time

At Clario, we put people first, always. We are united and driven by patients, committed to making a difference, and we are always looking for the best talent to help us transform lives. We value the contribution each of our people brings. It’s only through our people that we can continue to innovate technology that will shape the future of clinical trials.

We are growing our operations in India, with remote working opportunities as well as career openings in our Bangalore, Pondicherry and Mysore locations.

Primary Responsibilities

Configures and deploys Clario products by:
Working with Development staff to coordinate, plan, install and configure product deployments. This includes server prerequisite configurations and creating Technical Installation Plans.

Working with Validation staff to coordinate, plan, install and configure product deployments in the Validation Environment for the release of new or updated products.

Working with Operational staff to coordinate, plan, install and configure product deployments

Working with customers to plan, install and configure customer hosted product deployments

Performing installations of products on Sales demo servers for use by Sales and other internal customers

Provides technical support for Clario’s products by:
Participating in an on-call rotation

Serving as a support representative for all Clario product applications

Serving as an SME for at least 2 Clario Software Solutions product lines

Provide Tier 2 customer support to customers by troubleshooting and resolving technical issues

Logging and tracking customer support cases in the corporate ticketing system

Maintaining working knowledge of using the product applications

Participating in all Major Incident meetings

Assisting in the research and delivery of root causes for all Critical Events

Resolving or escalating all issues for Product Applications

Ensures project timelines as they relate to product deployments by:

Tracking and reporting on the results of each product installation

Distributing reports and results to internal and external stakeholders as needed

Keeping supervisor informed of current issues

Secondary Responsibilities

Maintains Quality Service and Departmental Standards by

Reading, understanding and adhering to organizational Standard Operating Procedures (SOPs)

Assisting in establishing and enforcing departmental standards

Participating in the modification of company SOPs related to product deployment processes

Contributes to team effort by:
Helping others to accomplish results

Attending and participating in applicable company sponsored training

Serving as a back-up to co-workers across all product lines as needed

Performing other duties as assigned

Maintains Technical Knowledge by

Attending and participating in applicable company-sponsored training

Maintaining a strong understanding of Industry trends and applicable technology

Qualifications:
Education:
Bachelor’s degree in Computer Science, Life Sciences or related field preferred

Experience:
2+ years experience working with Windows Server 2012 or newer

2+ years experience working with MS-SQL Server 2012 or newer preferred (T-SQL, PostgreSQL, and MySQL a plus)

1+ years experience working with MS Sharepoint 2013 or newer is a plus

1+ years experience working with Amazon Web Services or Azure is a plus

1+ years experience working with Microsoft Team Foundation Services

Working knowledge of the drug development process including knowledge of FDA requirements for GxPs and 21 CFR Part 11 preferred

Ability to work with IIS

Ability to work with XML is a plus

Working knowledge of computer networks

Proven ability in troubleshooting

Additional skill set:
Ability to work in group setting and independently; ability to adjust to changing priorities

Excellent attention to detail and orientation toward meticulous work

Strong interpersonal and communication skills, both verbal and written

Strong documentation and organizational skills

Ability to project and maintain a professional and positive attitude

Communication, Critical Thinking, Delivery, Issue/Risk Management, Learning Agility, Team Player/ Contributor