Office based - Hybrid role in Mexico city
ICON is a integral 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

📌 IT Support Engineer III (Ciudad de México)
🏢 IRE
📍 Ciudad de México