Enterprise Support Specialist

Corporate Shanghai, Shanghai


Position at Medidata Solutions

Dassault Systèmes Life Sciences Engagement team: empowering people and energizing passion to change the world and create the future.

Dassault Systèmes, with 35 years of experience transforming the way products are designed, produced and supported has combined with Medidata, developers of the world’s most-used platform for clinical development, commercial and real-world data. Our Life Sciences sales and marketing teams bring together all of Dassault Systemes life science capabilities in one go-to-market organization, providing our clients with life science domain focus and expertise to accelerate their business. As one organization we are leading the transformation in life sciences. Unique in the industry, we provide our clients with an integrated business and scientific platform from discovery and preclinical development, through clinical trials, all the way to manufacturing and commercialization. Discover the future of life sciences: www.mdsol.com  

We know that diverse teams win and are fully committed to selecting leaders and employees that represent the markets in which we operate. Dassault Systemes Life Sciences & Healthcare, led by Medidata co-founder Tarek Sherif, has global operations and employees in the US, Europe and Asia.

Your Mission:

  • Assist staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines

  • Work with vendor support contacts to resolve technical problems with desktop computers, peripheral equipment and software

  • Work with Enterprise Systems and Network team to determine and resolve problems received from clients

  • Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including file servers, email servers, print servers, application servers, and administrative systems

  • Train end-user community on appropriate use of approved Medidata hardware, software and peripheral equipment as required by Standard Operating Procedures

  • Recommend and/or perform upgrades on desktop/laptop systems to ensure uptime

  • Ensure all Medidata approved desktops, laptops and peripheral hardware is accurately inventoried and perform maintenance/spot checks with user community validating equipment is correctly assigned

  • On a daily basis, maintain asset management systems tracking all hardware and software items utilized by end-user community by fully understanding the Enterprise Support asset management lifecycle and following established asset management procedures

  • Work with Finance and internal ES staff facilitating approved purchases of hardware, software and other technologies within the guidelines of Standard Operating Procedures

  • Coordinate with Enterprise Support engineers, collect/validate functional requirements of technical solution/s to determine whether researched solution is viable for purchases

  • Actively maintain and replenish commonly-used computer supplies necessary for day-to-day Enterprise Support operations

  • Work with Issue Tracking System to review, acknowledge, remedy and resolve all assigned end-user tickets in timely manner

  • Work with vendor support contacts to resolve technical problems with desktop computing equipment and software

  • Ensure that all Medidata computers globally interconnect seamlessly with systems including file servers, email servers, application servers and administrative systems

  • Maintain and provide telephone system support and assistance

  • Perform other job-related duties as assigned or directed

  • Respond and contribute to Business Continuity and Disaster Recovery circumstances relating to planned and unplanned events

  • Actively participate in scheduled off-hour operations, weekend work and on-call rotation shifts

  • Travel domestically or internationally to support global offices and events

Your Competencies:

  • Demonstrated proficiency supporting Windows 10 desktop/laptop PCs

  • Experience supporting Mac OSX desktop/laptop systems

  • Demonstrate an understanding of basic Networking concepts including TCP/IP

  • Familiarity with common workplace productivity computing applications, e.g. Microsoft products suites, email clients, calendaring, Internet usage, Antivirus, inventory management and backup procedures

  • Experience installing software, patches, updates on Desktops, Laptops, Peripheral equipment and Servers

  • Experience troubleshooting hardware issues and replacing hardware on both desktop and laptop PCs

  • Analytical problem solving and troubleshooting skills; ability to learn new software applications quickly

  • Experience troubleshooting basic network, software, printing problems

  • Daily commitment to high-quality results, Strong work ethic and Customer Service Excellence 

  • Ability to work both independently and as a team member

  • Excellent verbal and written communication skills, including via telephone

  • Ability to lift and handle packages/hardware with the approximate weight of 50 pounds or more

  • Ability to travel domestically and possibly internationally to support Medidata offices and events

Your Education & Experience:

  • Four-year undergraduate degree in computer science or related field required; or equivalent years of experience

Dassault Systemes and Medidata are making a real difference in the lives of patients everywhere by accelerating critical drug and medical device research and development, manufacturing and commercialization, to enable life-saving drugs and medical devices to get to market faster. Our products sit at the convergence of the Technology and Life Sciences industries, one of the most exciting areas for global innovation.

With Medidata’s record of more than 20,000 clinical trials giving us the largest collection of clinical trial data in the world, we also pioneer innovative, advanced applications and intelligent data analytics, bringing an unmatched level of insights to our clients, enabling them to make the decisions that allow them to reach waiting patients sooner.

EEO Statement

China:

Medidata Information Technology (Shanghai) Co., Ltd.is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability or other factors that are unrelated to the legitimate business interests of Medidata Solutions...