ICE Consulting - Managed IT for Life Sciences

IT Support

• **About the Role:**
• This position, based at our corporate offices, involves working autonomously and within small teams to establish, diagnose, repair, maintain, and upgrade hardware and computer systems. You will communicate with colleagues through phone, email, and face-to-face interactions. Additionally, you will keep track of software and equipment inventories while providing tech support for our clients' networks, ensuring robust network security, and educating employees on best practices for computer usage and maintenance.

Helpdesk Support Specialist – Junior Systems Administrator

System Administrator

• Establish, diagnose, repair, maintain, and upgrade hardware and computer equipment
• Provide user support for clients including admins and executives
• Manage inventories of software and equipment and issue items to workers
• Set up, monitor, update, and secure client computer networks
• Establish new networks and provide network security
• Educate non‑network employees on proper computer usage and maintenance
• Work alone or in small teams at the corporate offices in New York
• Serve as junior systems administrator backup handling servers, backups, and hosted services

User Support / Junior Systems Administrator

Systems Engineer

• Located at corporate offices in Lahore; ability to pull detailed data, analyze it, and provide recommendations based on processes, people and systems
• Deploy, modify, monitor, and maintain systems infrastructure on-premises and on-cloud
• Integrate and maintain cloud-based applications and systems
• Support and manage Cloud Solutions & Applications: Office 365, G Suite, Okta SSO & MFA, Workspace One, Backups, AWS
• Support and manage Windows Systems Infrastructure: Active Directory, VMWare, Storage, Veeam
• Manage large and complex projects in an MSP consulting setting, including communication, preparation, monitoring, budgets, scope, schedules, risks, resource planning and KPIs
• Take full ownership of client relationships, evaluate customer needs and provide appropriate solutions

• First point of contact for incoming tickets via email and ticketing system; log and validate service requests with complete, accurate information.
• Categorize, prioritize, and assign tickets to appropriate technical teams; monitor ticket queues and reassign or escalate to ensure SLA compliance.
• Perform quality checks on tickets to ensure documentation accuracy and completeness.
• Track and balance workload across support teams and proactively monitor technician availability; assign tickets based on skill set, workload, and urgency.
• Assist with reporting by documenting metrics such as ticket volume, SLA adherence, and escalation trends.
• Follow standard operating procedures (SOPs), contribute to process documentation updates, and participate in daily standups and shift handovers.
• Provide exceptional customer service while maintaining operational efficiency and adherence to SLAs.
• Perform other duties as required by management.

Helpdesk Support Specialist – Junior Systems Administrator

User Support / Junior Systems Administrator

Systems Engineer

Help Desk Ticket Dispatcher, L1