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West Pharma Jr Assoc Tech & Engineering Support Singapore, Singapore 705904829
Yesterday
Essential Duties and Responsibilities
- Provide local support for Digital and Transformation systems and End-Users in the facility, including but not limited to: Shop Floor Systems (SFS), Manufacturing Execution Systems (MES), Entreprise resources planning (ERP), Virtual and Physical servers, LAN/WAN equipment, desktop computers and laptops, communication, and collaboration systems.
- Respond to telephone, e-mails, and /or web-generated requests for support, including problem analysis, initial resolution, and/or escalation.
- Perform network and system user account administration.
- Provide technical advice, guidance and training both formal and informal to West users.
- Create, update, transfer and manage incidents, service requests, and problems in Service Management tool for tracking site workload.
- Work collaboratively with Digital and Transformation teams to resolve service requests, escalations, and service outages.
- Demonstrate effective research of technical resources for both software/hardware triage (i.e. knowledge base technical manuals, internet search, peers).
- Ability to troubleshoot and support West standard technologies.
- Perform audio/visual support for West deployed technologies.
- Perform after hours on-call support on a rotational basis.
- Provide desk phone/mobile device/information technology hardware administration and support.
- Participate in local, regional and global Digital and Transformation projects and assist with roll-out of same on local site level.
- Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description.
- Knowledge in IT security related topics.
- Support and contribute in Lean Sigma programs and activities towards delivery of the set target.
- Able to always comply with the company's safety and quality policies.
- Other duties as assigned.
Education
- Bachelor's Degree Computer Science required or
- equivalent experience.
Work Experience
- No min required On information technology, including internship experience required and
- demonstrated working knowledge of basic to complex hardware and software products.
Preferred Knowledge, Skills and Abilities
- Experience providing remote support to external clients and usage of remote assistance/desktop tools.
- knowledge of (Microsoft) 365, Microsoft OS, Active Directory, Remote Assistance tools, VPN, Mobile Devices, information technology hardware laptops/desktops/printers.
- Strong problem-solving, analytical and communication skills.
- Communicate effectively and professionally on phone, e-mail and in person.
- Must be detail oriented and able to follow procedures and create documentation
- Fully Bilingual (Spanish and English), speaking and writing.
License and Certifications
- A+ Certification preferred
- Microsoft Office User Specialist Certification preferred
- Microsoft Certified Desktop Support Certification preferred
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