Job Description
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IT Operations & Support Specialist (Western, Solta, Central European countries and CIS)
Job Location:  Belgrade, SRB
Job Requisition ID:  15330

Join our global diversified pharmaceutical company enriching lives through our relentless drive to deliver better health outcomes to our patients. We are all in it together to make a difference. Be a part of a culture that doesn't just wait for change but actively creates it—where your skills and values drive our collective progress and impact.

 

Responsibilities:

 

  • Coordinate, monitor, and govern ticketing system operations, ensuring full traceability, timely resolution, and SLA compliance
  • Develop, maintain, and enforce Change Request procedures and related documentation
  • Manage IT procurement across Europe, including technical specifications, vendor coordination, and full administrative compliance
  • Oversee the IT warehouse in Serbia, including stock control, asset lifecycle management, and HAM within scope
  • Provide organizational, operational, and coordination support to L1 and L2 support teams
  • IT supports end users, both on-site and remotely
  • Drive continuous improvement of IT operations, processes, and documentation
  • Management of operating systems and applications on workstations (installation, updates, security)
  • Physical management of user equipment (desktops, laptops, tablets, printers, monitors, IP phones, peripherals)
  • Administration of systems in IT infrastructure (Active Directory, Intune, software licenses)
  • Support for infrastructure team in network/server equipment installation.
  • Training users on equipment use
  • On-call duties for incident response
  • Escalation of unresolved queries, tracking, and documentation
  • Customer service excellence and feedback follow-up
  • Procedure improvement recommendations
  • Knowledge preservation and growth
  • Other tasks as assigned by manager

 

Requirements for the role:

 

  • Windows systems expertise
  • Fluent English (spoken and written)
  • Intune proficiency
  • Office 365 knowledge
  • LAN/WAN understanding
  • Communication and organizational skills
  • Teamwork and flexibility
  • Cross-cultural experience
  • Continuous qualification improvement
  • Stress management and time frame adherence
  • High work quality and ethical standards
  • Project delivery to agreed dates

 

We are an Equal Opportunity Employer. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates collaboration.
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