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West Pharma Sr Technical Site Support 
United States, Pennsylvania, West Whiteland Township 
299700781

19.07.2024

Essential Duties and Responsibilities:

  • Provide support for all D&T systems within the site, including, but not limited to desktop computers, laptops, tablets, iOS devices, collaboration tools/systems, access control/CCTV devices, LAN/WAN equipment where required (with Infrastructure/Cybersecurity team assistance), etc.
  • Provide technical guidance and support to all end users/stakeholders.
  • Collaborate in the development, implementation, deployment and maintenance of D&T systems and solutions at the site.
  • Assist in evaluating new technologies and tools to enhance D&T capabilities.
  • Perform troubleshooting efforts and problem resolution for the site and alert management of any identified security risks.
  • Collaborate with the regional and global D&T organization to maintain the service catalogue and defined Service Level Agreements (SLAs) in alignment with global / regional and site-specific D&T services.
  • Ensure compliance with relevant IT policies, standards, and regulations.
  • Monitor day-to-day site operations to ensure system availability and performance efficiency.
  • Utilize and leverage Service Management tools for tracking workloads and SLAs.
  • Participate (if required) in “on-call” support rotation.
  • Foster a collaborative and innovative team environment.
  • Participate in training sessions to enhance technical skills within the team.
  • Build strong relationships with internal clients to understand, empathize with and address individual technological needs.
  • Perform duties in line with best D&T practices and applicable regulatory requirements (i.e. cGMP, Computer System Validation, 21 CFR part 11 compliance).
  • Act as liaison between the D&T team and other business units.
  • Demonstrate a professional attitude, exemplary behavior and work ethic and conform with and abide by all regulations, policies, work procedures, instructions, and all safety rules.
  • Perform other duties as assigned based on business needs.
  • Act in accordance with the company’s Guiding Principles and adhere to the corporate Code of Conduct policy.
  • Compliance with all local site Environmental, Health and Safety regulations.
  • Compliance with all local site company policies, procedures, and corporate business policies.

Education and Experience:

  • Bachelor’s degree or equivalent experience in Computer Science
  • Minimum of 3-5 years of experience within IT support and / or IT operations

Preferred Knowledge, Skills and Abilities:

  • Excellent communication, interpersonal and negotiation skills (including all levels of management)
  • Strong service-oriented mindset
  • Ability to work independently and meet strict deadlines
  • Open and accepting of change
  • Strong project management / coordination skills
  • Experience working in collaboration with international teams
  • Comfortable in completing a variety of atypical assignments
  • Comply with all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
  • Support and contribute to Lean Sigma programs and activities towards delivery of the set target
  • Ability to comply with the company’s safety policies at all times
  • Working knowledge of a manufacturing environment
  • Required Language: English

Specific skills and abilities:

  • Desktop support including MS Office Suite
  • MS Windows Server administration knowledge
  • Network technologies/protocols and administration
  • Microsoft Active Directory
  • MacOS knowledge (preferred)
  • ITIL Foundation Certification (preferred)

Physical and Travel Requirements

  • Light – exerting up to 20lbs/9kg of force frequently, and/or negligible amount of force frequently constantly to move objects. If the use of arm and/or leg control requires exertion of force greater than that of sedentary work and if the worker sits most of the time, the job is considered light work
  • This role operates in a dynamic office environment, with occasional requirements for onsite visits to other local data centers or offices.
  • May require extended hours and/or availability outside of regular business hours to meet project deadlines or address critical issues.