Who We Are

Fagron was founded in Rotterdam (The Netherlands) in 1990 and is a dynamic organization with over 3,000 employees worldwide. As the global market leader in personalized medicine, we are highly passionate about being at the forefront of our field. Each day, we are committed to improving the lives of millions of people across the world by optimizing and innovating personalized pharmaceutical solutions.

If you would like to be part of such an important challenge and feel you would thrive among dedicated and passionate colleagues, then chances are you will discover a career at Fagron that you'll love! Together we create the future of personalizing medicine.

About The Job

The On-site IT Support Agent will resolve user issues, collaborate with others to resolve problems, and provide exceptional service to our internal customers (employees). Responsible for providing remote/in person end user support services at any organizational level, including executive. Supported services include break/fix remediation, installation, move, add, & change on a variety of end user hardware and software. This role will be in our Austin, Texas corporate headquarters.

Key Responsibilities

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and ticketing system requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interview customers to collect information about problem and leads them through diagnostic procedures to determine source of error.
• Determines whether problems are caused by hardware and/or software.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine customer problems, referring more complex problems via established escalation paths.
• Logs and tracks time and steps taken using problem management database and maintains history records and related problem documentation.
• Prepares standard statistical reports, such as help desk incident/change reports and presents this information in a weekly meeting to leadership.
• Analyzes and evaluates incident reports and makes recommendations to improve personal and department KPIs.
• May consult with developers or external suppliers to explain software errors or to recommend changes to programs.
• Contacts via phone, email, text or instant messenger service software and hardware vendors to request service regarding defective products.
• Tests software and hardware for all new employees to ensure expected performance and quality.
• Writes software and hardware evaluation and recommendation for management review.
• Installs personal computers, software, and peripheral equipment.
• Other duties as assigned.
• Be the ambassador of Fagron Family Rules, Values and Culture.
  
  

Set yourself apart

Basic Qualifications

• Associates degree (A. A.) or equivalent from two-year college or technical school; at least one-year related experience and/or training; or equivalent combination of education and experience.
• LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers, employees, or leaders of the organization.
• MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
  
  

Core Competencies

• Excellent verbal and written communication skills, including the ability to defend assumptions and effectively communicate with internal stakeholders.
• Must be able to work independently and meet deadlines while maintaining a positive attitude.
• Demonstrated ability to collaborate with many different functions.
• Experience directing and managing internal teams to deliver established objectives.
  
  

What's on offer?

We believe in our people and foster a supportive environment that develops and rewards performance and incentivizes long-term career success. Our benefits include, but are not limited to:

• Competitive Salary [& Bonus Program]
• Health, Vision, and Dental Insurance
• Company Paid Life Insurance
• Generous Paid Holidays
• Paid Volunteer Time
• Generous Paid Time Off and Rollover
• Company matching 401K and Retirement Savings Plans
• Employee Assistance Program
• Flexible working arrangements
  
  

Now let's not forget our Austin, Texas corporate headquarters.

We are in Austin, Texas. You will love the friendly and energetic atmosphere of our office, along with the great perks we all enjoy immensely. Things like - free garage parking in our building that is safe and secure. Fresh Starbucks coffee delivered daily, delicious catered lunches, and refrigerators stocked with all sorts of tasty cold drinks from which to choose!

Ready for the challenge?

Please include salary requirements. No phone calls, please. We are not accepting agency referrals for this position.