West Pharma Sr Technical Site Support 

United States, Pennsylvania, West Whiteland Township 

941878750

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.