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.