ITOT Support Engineer

• Providing technical support for staff in the GxP Manufacturing and Quality area
• Skilled at providing end user support in a complex, 24×7 environment
• Must be able to communicate effectively with technical and non-technical customers
• Contributes to producing end user documentation and training materials
• Broad familiarity with information technology, both hardware and software
• May assist in designing information technology processes, procedures and systems in alignment with business needs
• Troubleshoot multiple computer platforms: Windows, Macintosh, Linux and Mobility devices
• Support multiple enterprise and department applications
• Partnering with Automation, provide critical support for manufacturing business systems i.e.MES, DCS, SCADA
• Support computers within the GMP areas, including shop floor and labs
• Provide support for network configurations: LAN, WAN, wireless, VPN
• Install and upgrade software and operating systems
• Troubleshoot networked and local printers. Identify and resolve hardware and software application conflicts
• Open and close service requests, as well as manage the assignment, tracking, and completion of requests
• Coordinate with other sites and corporate IT staff in the resolution of issues. Ensure that resolutions are consistent with standards and do not introduce additional conflicts
• Document resolutions, workarounds, and frequently asked questions for problems and service requests
• Execute the delivery of services per Service Level Agreements to customers in support of a mission critical environment
• Manage user accounts, access rights, device and print queues
• Keep current documentation on systems, such as hardware and software manuals, system site guides, change control, license agreements, and service contracts
• Troubleshoot immediate system issues, and inquiries as they arrive during normal business hours
• Participate in an after hours on-call support rotation
• Document system changes and incidents in ServiceNow
• Attend coordination meetings with different user groups to understand improvement and support opportunities

• Strong interpersonal communication skills
• BS degree in Computer Science desirable
• 2 to 5 years experience providing onsite and/or remote technical support
• Basic knowledge of basic network concepts (e.g., TCP IP, Windows Networking, Ethernet)
• Outstanding customer service and interpersonal skills
• Ability to work in a team environment
• Must be comfortable working under pressure, delivering quality results with schedule deadlines and have a proven track record in meeting schedule for tasks while still meeting or exceeding business requirements and goals
• Job duties include after hours on call support and holiday coverage at least two weeks a month
• Big org experience ideal, as the framework is similar

GMP nice to have