IT_ Team Member - VIP and End User Support Specialist

Biocon Biologics is a subsidiary of Biocon Ltd, an innovation led global biopharmaceuticals company. Biocon Biologics is engaged in developing high quality, affordable biosimilars that can expand access to a cutting-edge class of therapies to patients globally. It is uniquely positioned as a fully integrated pure play biosimilars organization in the world and aspires to transform patient lives through innovative and inclusive healthcare solutions. The Company has a large portfolio of biosimilars under global clinical development with three of these commercialized in at least one of the developed markets of EU, U.S. and Japan. BioconBiologics has a product pipelineof 28 molecules, including 11 with Mylan, several with Sandoz and is developing many independently. Biocon Biologics believes that strong partnerships offer enormous opportunities to co-create the future of healthcare, building a patient ecosystem beyond the product, which can transform millions of lives.

Overview:

The End User Support Services team is dedicated to providing exceptional IT support and customer-focused technical solutions across Biocon Biologics. This role requires technical expertise, problem-solving skills, and a strong commitment to customer experience to ensure seamless IT operations for end users.

Key Responsibilities:

User Experience & Technical Support:

• Provide onsite and remote VIP support, ensuring a seamless and proactive user experience.
• Troubleshoot and resolve IT incidents related to hardware, software, meeting rooms and connectivity, focusing on minimizing user impact.
• Offer clear guidance and training to users on best practices for IT tools and systems.
• Assist in installing, configuring, and deploying Biocon Biologics standard software.
• Perform preventive maintenance to reduce future IT issues.

Customer-Centric IT Solutions:

• Act as the Single Point of Contact for the Site and VIP users, ensuring quick response and IT support.
• Facilitate employee onboarding and offboarding, ensuring a smooth transition with IT access and equipment setup.
• Manage and support meeting rooms, video conferencing, and telephony solutions for a flawless collaboration experience.
• Collaborate with IT teams to enhance support processes based on user feedback.

Asset & IT Service Management:

• Ensure accurate asset tracking by updating HAM and other IT inventory tools.
• Manage IT equipment logistics, procurement, and inventory, including accessories and spare parts.
• Fulfil access management change requests in compliance with security policies.

Required Skills & Competencies:

• Exceptional customer service mindset with the ability to anticipate user needs and deliver proactive IT solutions.
• Strong troubleshooting skills in Windows 11, Active Directory, file/folder security, and domain security.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Knowledge in Intune, SCCM, software deployment, and IT service management tools.
• Strong communication and interpersonal skills with the ability to engage effectively at all organisational levels.
• Experience in meeting room support, video conferencing, and telephony solutions for a flawless collaboration experience.
• Ability to work independently and within a team-based matrix environment with minimal supervision.

Experience & Qualifications:

• 7+ years of experience in end-user IT Support within medium-to-large enterprises.
• Bachelor’s in computer science, Engineering, or Information Technology.
• ITIL Foundation certification is preferred.
• Fluency in Business English (written and verbal).
• This role enhances Its impact on business productivity and ensures an outstanding user experience across the Biocon Biologics.

Biocon Biologics is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, colour, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Biocon Biologics also complies with all applicable national, state and local laws governing non-discrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act.