1st Line Service Desk Engineer

1st Line Service Desk Engineer

Vadodara (Hybrid: 3 days office / 2 days WFH) Competitive Salary + Bonus + Benefits

Are you an experienced IT support professional who's passionate about IT systems, resolving incidents and providing excellent customer service? Want to join a fast-growing, global pharma company where your work truly impacts patient lives?

Join Pharmanovia - a global pharmaceutical company focused on the lifecycle management of established medicines.

About Pharmanovia:

Pharmanovia is a dynamic and agile international pharmaceutical company with a portfolio of over 20 brands across more than 160 markets. Our mission is to improve patient health globally through the revitalisation of niche, tried-and-trusted medicines. Our core behaviours are:

• We act decisively but we never compromise on quality.

• We keep our promises and do as we say.

• We value our heritage and foster an entrepreneurial spirit.

• We reinvest in our future - in our products, our brands, and our people.

• We give back to our communities.

Since its inception in 2013, Pharmanovia has grown consistently year on year, focusing on delivering high-quality branded prescription medicines to patients, prescribers, and healthcare providers across the world. Our growth has enabled the company to reinvest in its products, brands, people, and to give back to its communities. A people business with a strong, supportive culture that encourages innovation and entrepreneurial spirit, our team comprises over 300 employees and 29 nationalities, operating from offices in the UK, Denmark, Netherlands, Switzerland, Italy, Spain, Germany, U.A.E., India, Australia and Singapore.

We are an agile, committed, and innovative global specialty pharma business and a preferred partner for innovator pharma companies, instigating a paradigm shift in the life cycle management of iconic medicines. We seek to extensively engage with clinical communities to communicate product improvements and prioritise environmental, social, and governance considerations across the business and workforce.

About the Role:

As 1st Line Service Desk Engineer, you will provide first-line technical support to end-users, ensuring timely resolution of hardware, software, and network issues. This role is critical for maintaining smooth IT operations and delivering excellent customer service. You will ensure that employees can work without disruption by triaging incidents, fulfilling routine service requests, and escalating complex issues with complete, high-quality documentation. As 1st Line Service Desk Engineer, you will act as the "eyes and ears" of IT operations-identifying patterns, reporting potential problems early, and maintaining service stability across endpoints and core productivity tools.

Key Responsibilities:

• End-User Computing: Windows device setup, basic troubleshooting, patch/status checks, peripherals (monitor, dock, printer).
• Identity & Access: Password resets, MFA assistance, account unlocks, basic group membership changes within policy.
• Productivity Apps: Microsoft 365 (Outlook/Teams/OneDrive/SharePoint), common line-of-business apps; profile/config issues.
• Networking (User-Level): Wi‑Fi/Ethernet connectivity checks, VPN client issues, DNS/DHCP basics; escalate if site-level impact.
• Security Basics: AV/EDR alerts triage (e.g., false positives), BitLocker keys retrieval (under protocol), phishing reporting.
• Hardware Logistics: Device swaps, RMA coordination, asset handover, and accurate asset record updates.
• Service Requests: Standard catalogue items (new starter kits, software install, shared mailbox access, distribution lists, SharePoint online access).
• Knowledge & Training: Maintain FAQs, create step-by-step guides, and coach users on best practices.
• Incident triage: User can't sign in post-password' change; verify sync, MFA method, device compliance; resolve or escalate.
• Teams/Outlook disruptions: Diagnose profile/cache issues; validate service health; apply client-side fixes.
• Software deployments: Trigger/verify deployments via endpoint management; confirm install status; capture logs if failure.
• Onboarding support: Prepare devices, apply baseline profiles, validate accounts/MFA, deliver handover, and capture acceptance.
• Remote support: Use approved remote tools to guide users; ensure consent and security protocols are followed.

About You - Skills & Experience Required:

We're looking for a motivated individual with a background in 1st Line IT support and an enjoyment of supporting colleagues across the globe, and providing solutions in a fast-paced, dynamic environment.

Qualifications:

• High School Diploma or equivalent

Technical Skills and Experience:

• Endpoint management: Microsoft Intune (basic)

• Directory/Identity: Azure AD / Active Directory (basic)

• Collaboration: MS Teams, Outlook, SharePoint

• Asset Management: hardware / software inventory

• Ticketing system knowledge

• Hardware set up (laptops, printers, peripherals)

• MS 365 user support and Windows troubleshooting

• Networking fundamentals

Soft Skills:

• Excellent, clear communication skills - able to communicate with stakeholders at all levels

• Self-starter who thrives in dynamic, fast-paced environments, with an ownership mindset

• Patience and an empathetic manner

What We Offer:

• Competitive salary + performance-based bonus

• Pension Scheme

• Health & wellbeing programs

• Paid holidays & generous leave policy

• Learning & development opportunities

• Inclusive and supportive work culture

• Hybrid working model (3 office days, 2 remote)

By applying for this role, your details will be sent to Ortolan People, who are engaged to provide recruitment support in processing applications. We will endeavour to respond to all applicants within three working days. Occasionally for roles with a very high volume of applicants, this may not be possible.