IT Support Engineer III

Office based - Hybrid role in Mexico city

ICON is a global healthcare intelligence and clinical research organisation united by a mission to bring new medicines and treatments to patients faster.

As a values-driven organisation, integrity, collaboration, agility, and inclusion are at the heart of how we work and interact with each other, customers, patients and suppliers.

As an IT Support Engineer III at ICON, you will contribute to our client services function, working collaboratively to deliver high-quality outcomes across our clinical programmes.

What You Will Do:

Your role will involve delivering IT support and service management work to a high standard, working closely with your team and stakeholders.

Key responsibilities include:

• Act as a central point of contact for user IT issues and queries via phone and email.
• Answer, log, and manage calls from internal users, providing timely assistance.
• Analyze both technical and operational problems to devise permanent solutions.
• Maintain and update the work log in CRM tool(s).
• Assist in the support of administrative computer-based applications.
• Uphold a high standard of customer service and adhere to service management principles.
• Develop solutions for recurring issues and add them to the Knowledge bank.

Your Profile:

You will bring relevant IT support and service management experience, along with the following qualifications and skills.

Required qualifications and experience:

• Bachelor's degree in Information Technology, Computer Science, or related field (preferred).
• ITIL foundation certification (preferably) in IT service management preferred.
• Proven experience as an IT Support Engineer or similar role.
• Strong knowledge of operating systems, servers, networks, MS Office, email systems, remote access, and various software and local applications.
• Exceptional problem-solving skills for both technical and operational issues.
• Ability to provide timely and efficient assistance to internal users.
• Experience in maintaining and updating work logs in CRM tools (Service now).

Employment with ICON is contingent upon having the legal right to work in the country where the role is based.

Rewards & Benefits

ICON offers a competitive and comprehensive total rewards package designed to support your health, wellbeing, and career development.

Benefits may include:

• Competitive base salary and performance related incentives
• Health and wellbeing programmes including medical, dental, and vision coverage where applicable
• Retirement and pension plans
• Life assurance and disability coverage
• Employee assistance programmes and wellbeing resources
• Learning and development opportunities through structured training and career pathways

Benefits may vary depending on role and location.

Visit our careers site to read more about the benefits ICON offers.

Inclusion and Accessibility

ICON is an equal opportunity employer. We are committed to building an inclusive and accessible workplace where everyone feels valued and supported.

If you require reasonable accommodations during the recruitment process, please let us know or submit a request here.

Are you a current ICON Employee? Please click here to apply