When our values align, there's no limit to what we can achieve.
At Parexel, we all share the same goal - to improve the world's health. From clinical trials to regulatory, consulting, and market access, every clinical development solution we provide is underpinned by something special - a deep conviction in what we do.
Each of us, no matter what we do at Parexel, contributes to the development of a therapy that ultimately will benefit a patient. We take our work personally, we do it with empathy and we're committed to making a difference.
Job Purpose
- Level 3 Escalation Support: Serve as the tier 3 escalation point for the Support teams, taking ownership of complex, non-routine desktop, OS, and productivity application issues.
- Problem-Solving & Root Cause Analysis: Methodically diagnose advanced technical issues, conduct root-cause analysis, and build permanent solutions or knowledge-base documentation to prevent recurring tickets.
- Clear Communication & Customer Focus: Act as a patient, clear communicator between end users, support staff, and engineering teams—translating complex issues cleanly and maintaining a strong customer service standard.
- Endpoint & Virtual Desktop Operations (Growth Focus): Assist with the support and administration of our modern endpoint estate (Microsoft Intune) and Azure Virtual Desktop (AVD) environments, building hands-on experience.
- Standardization & Efficiency: Maintain standard computing environments, support software distribution, create documentation and help identify process improvements that elevate the overall employee technology experience.
Core Skills & Competencies
- Analytical Problem-Solving: A methodical approach to troubleshooting; ability to logically break down complex technical issues and resolve root causes rather than applying temporary fixes.
- Customer Service & Interpersonal Skills: Strong, client-focused mindset with excellent written and verbal communication skills. Able to translate technical concepts into simple language for end users and collaborate with peer teams.
- Adaptability & Growth Mindset: Eagerness to learn new technology stacks (cloud desktop management, modern deployment) and take on varied tasks with enthusiasm.
- Organization & Prioritization: Proven ability to manage escalated tickets, maintain attention to detail, and meet service delivery targets without direct daily supervision.
- Team Collaboration: Ability to work effectively in a matrixed environment, share knowledge openly with Tier 1/2 teams, and collaborate across infrastructure and application groups.
Knowledge & Experience
- 3–5+ years of progressive experience in Enterprise Desktop Support, Helpdesk, or Tier 2/3 Escalation roles.
- Advanced Desktop & OS Mastery: Deep practical experience remotely troubleshooting Windows 10/11 operating systems, standard enterprise software, peripheral configurations, and complex user profile issues.
- Root-Cause Troubleshooting: Demonstrated success diagnosing hardware conflicts, system crashes, software incompatibilities, and registry/policy issues.
- Intune & AVD Exposure (Preferred): Working knowledge of or exposure to Microsoft Intune (device management, software distribution) and Azure Virtual Desktop (AVD). In-depth engineering expertise is not required, but foundational familiarity is a plus.
- Basic Connectivity: General understanding of client networking concepts (VPN, Wi-Fi, basic IP/DNS connectivity) strictly as it relates to remote endpoint troubleshooting.
Education & Certifications
- Education: College degree in Information Technology, Computer Science, or equivalent practical enterprise support experience.
- Certifications (Optional): CompTIA A+, MD-102, or relevant desktop support credentials are a plus.
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