Job OverviewTier 2 IT Support role providing second‑line technical assistance to company employees for software, hardware, and networking issuesActs as an escalation point for complex technical problems while also supporting Tier 1 activities as needed to ensure timely issue resolutionSupports Windows and macOS environments, including installation, configuration, troubleshooting, and maintenance of end‑user systemsManages and supports workstations, software applications, printers, wireless devices, and handheld devicesProvides support to a global user base during overnight hours aligned with EMEA and APAC regionsOperates within a 24/7 IT support environment, ensuring service continuity and user satisfactionEssential FunctionsProvide first‑ and second‑level IT support to end users and clearly communicate issue resolutionAct as a Tier 2 escalation point for more complex technical issues while assisting Tier 1 support as requiredAccurately escalate unresolved issues to higher‑level support teams following established proceduresTrack, route, and redirect incidents and service requests to appropriate technical resourcesDeliver exceptional customer service, consistently meeting or exceeding user expectationsDemonstrate strong client‑facing communication skills across all support interactionsPerform advanced troubleshooting while effectively multitasking in a fast‑paced environmentSupport users through Microsoft Teams calls, chats, and emailMaintain a typing speed of at least 40 WPM with 98% accuracyApply strong working knowledge of:Operating systems (Windows and macOS)Networking fundamentals and ISP conceptsHardware and peripheral devicesMicrosoft OutlookUtilize strong analytical and problem‑solving skills to diagnose and resolve issues efficientlyExhibit excellent interpersonal and customer care skillsMaintain flexibility to work overnight shifts supporting EMEA and APAC regionsQualificationsAssociate’s Degree in Information Technology or a related field (preferred)2–4 years of experience working in an IT support or service desk environment

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

The potential base pay range for this role, when annualized, is $37,600.00 - $94,000.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.