Job Purpose
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The Technical Support Specialist will ensure efficient and effective operation of all IT and Telephony related hardware, software and infrastructure across a site or collection of sites. Provide hands and eyes support and global project implementation activity ensuring local infrastructure delivers to business expectations (SLA) whilst remaining fully aligned to global IT Policies. To effectively manage their work queue, communicate clearly and concisely with all staff and external contacts to ensure satisfactory completion of each Incident and Service Request.
Primary Duties
Level 2 infrastructure support: Configure, deploy, maintain, troubleshoot and support key IT infrastructure including computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment
Diagnose and resolve issues associated with end‑user based application software and operating systems
Support diagnosis and incident resolution of core Ethypharm infrastructure in collaboration with relevant Engineer or Operations Manager
Provide support to external third parties as required
Ensure that the ITSM tool is up to date with progress achieved
Continuous improvement – proactive management of infrastructure to reduce support calls
Contribute to project teams in the improvement of current IT services and development and delivery of new IT services
Raise purchase orders and obtain approval to order hardware, software services and spare parts
Maintain clear, concise and unambiguous communication with all users on progress and actions required to close out Incidents and Service Requests
Coaching users to assist themselves on a self‑help basis
GMP rules and regulations – solid understanding of Good Manufacturing Practice (GMP) rules and regulations
GxP computerized system applications – solid understanding of the variety of these types of computerized systems
Validation Experience on Systems Such As
Laboratory Information Management System (LIMS)
Laboratory Instrument Systems (LIS)
Clinical Trial Monitoring Systems
Chromatography Data System (CDS)
Supervisory Control and Data Acquisition (SCADA)
Manufacturing Execution System (MES)
Enterprise Resource Planning (ERP) Systems
Batch Record System
Building Management Systems (BMS)
Experience
Infrastructure support for local and remote users – including PC/Printer Installations and Repairs, Software Installations (Manual and Remote Deployment), Networking printers, Telephone System Administration
Email & smart phone Administration xsgfvud
Remote Access/VPN Support
Troubleshooting desktop operating systems, supporting MS Office & Desktop Software
Assistance with basic server management
Qualifications
Certification in infrastructure technology
MS Engineer or equivalent qualification
Skills
General infrastructure installation, support and maintenance
General MS applications troubleshooting
Ability to manage multiple reported incidents and problems simultaneously and to escalation as appropriate
Personal Qualities
Prepared to be flexible, willing to work as part of a project team and to take on other responsibilities as required by the business to achieve the objectives of the business
Detail oriented with strong analytical & technical knowledge, with the ability to work in a small group as well as independently
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