Support Engineer
il y a 1 semaine
Our c ore competence is in patient data capture and processing (eCOA) solutions.
With 16 years of global experience in eCOA, Kayentis has supported more than 220 clinical trials in 79
coun tries with more than 80,000 patients. Its head office is located in Meylan, near Grenoble; Kayentis is also
prese nt in Boston and Tokyo.
Joining Kayentis' teams means choosing a fast-growing company committed to improving clinical trials and the
well-being of its employees.
KAYE NTIS is growing Develop your career with us
Join a n international, cohesive and dynamic team and develop new skills
For m ore information about Kayentis, visit our career page, or have a look at our employee satisfaction survey
results.
Make sure to follow us on the social media platf orms below for our latest news and updates:
Support Engineer
The Support Engineer permanent position is based in Meylan, France. Within the Operations
organization you are directly reporting to the Deputy COO.
YOUR RESPONSIBILITIES:
You are responsible for supporting clinical trial platforms, by maintaining external level 1 knowledge
base and providing level 2 support,.
You ensure technical and functional support on our solution
You manage incidents life cycle:
categorization, investigation, escalation, resolution
You define the action plan to restore the service for end-users - product update request,
7identification of workaround, retraining of end-users, documentation update - with
appropriate deadlines and priority.
You work in close collaboration with the level 3 internal teams : software maintenance,
production, clinical teams
You process user requests (from clinical investigation sites) at level 2 and 3
You manage and monitor the level 1 support provider (performed by the outsourced
helpdesk):
- Regular operational meetings
- Training on new functionalities and project specificities
- Continuous improvement of processes and procedures in order to increase their
You manage crisis situations that may involve technically challenging issues and diverse
audiences.
You maintain the internal knowledge base up to date to improve efficiency of support
activities (KIL, work instructions, investigation tips)
You actively participate in the development & improvement of our solutions (products &
services) by providing feedback gathered from end-users
YOUR PROFILE:
With a higher education background (BSc or equivalent) in Science/IT/Computers, you have
at least 2 or 3 years of experience in Computer Science.
You have experience in managing requests and incidents on a software environment
You are proactive and know how to organize your activities and manage priorities in an
autonomous way
You have analytical skills and resistance to pressure
You demonstrate a very good team spirit and positive mindset
You are customer focus and responsive to their needs
You have strong knowledge of SQL
Written and spoken English
YOUR BENEFITS:
Flexible working hours
Bonuses
Meal tickets
Bike allowance
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