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Level 2 IT Technical Support

  Chicago, IL,  United States |  Full time

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Posting Date :  2021-05-11

Job Identification :  10814

Department  :  IT

This role will be primarily based in Oakbrook, with site and remote technical support duties for North America and EMEA and will report to the Group IT Operations Manager. This role’s primary objectives are: 1) Level 2 IT Support - Accountable for front line IT support for both hardware and software issues for users requiring assistance by phone, email or the helpdesk management system 2)Ensure the stable provision of site/regional IT operations and support for office & manufacturing sites

Key Responsibilities:

Site & Region IT Operations & Support – Technical Responsibilities

  • Responsible for initial level of problem identification and attempts to resolve when appropriate. Otherwise, documents troubleshooting efforts in problem ticket and escalates the case accordingly and follows up to a successful closeout.
  • Assist in ticket escalations and closure of critical incidents
  • Track issues to resolution updating the internal helpdesk management system as appropriate.
  • PABX administration & support
  • Networking (LAN/WAN/WIFI) – Installation & administration and support
  • Windows 7 & 10 support and deployments, MDT, packaging, security, BitLocker
  • Perform the deployment and or redeployment of end-user’s computers (format, install OS and drivers, applications, printers etc.).
  • Application packaging & software deployments using PDQ or other automated tool
  • Administration of enterprise applications, including O365/Exchange/MDM
  • Support and troubleshoot printers, hardware peripherals, smartphones and applications.
  • Windows servers – install/admin/support of physical & virtual servers
  • Active Directory - Domain admin, OUs,GPOs, permissions, printers
  • Knowledge of spam filtering / anti-virus / threat protection / Malware
  • Develop, maintain and update documentation.
  • Provide end-user training as required.
  • Provide a helpful and professional service at all times.
  • Local IT vendor management and relationships
  • Documentation – experience in creating process flows / SOPs
  • Regular and consistent status reporting to group IT manager and escalation of relevant issues

Other Duties:

  • Desktop and laptop deployment via WDS or other automated mechanisms
  • Anti-Virus monitoring, deploying and troubleshooting McAfee ePO
  • Mobile Device Management
  • Asset Management



  • Bachelor's degree in related technical field
  • 2 to 4 years of experience in a fast-moving IT operations and support environment
  • Microsoft Desktop OS support and remote administration
  • Ability to diagnose and if necessary, repair PC, Laptop and printer faults
  • Microsoft Office365, PowerShell, scripting 
  • Network connectivity troubleshooting skills and scient hardware and software troubleshooting experience
  • Strong analytical and problem-solving skills
  • Remote team and collaboration experience
  • Excellent English oral and written skills


  • Knowledge of and experience of working in a regulated computer system validated (CSV) environment
  • Pharma or food manufacturing or Quality Assurance experience
  • Bachelor’s Degree
  • Project / Product Management experience / SDLC / Gamp5 / CSV / Prince2 / PMI
  • Strategic thinking and planning
  • Operational execution excellence

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