About the role:

This role’s primary objectives are:

• Level 1/2 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
• Ensure the stable provision of site/regional IT operations and support for office & manufacturing sites

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.
• Administration & support of VOIP
• 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 eg: SCCM
• 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 – Server 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

What you bring to the role:

Essential:

• 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, hardware and software troubleshooting experience
• Strong analytical and problem-solving skills
• Remote team and collaboration experience
• Excellent English oral and written skills

Desirable:

• Knowledge of and experience of working in a regulated computer system validated (CSV) environment
• Pharma or food manufacturing or Quality Assurance experience

What We Offer:

• Competitive Salary
• Paid Holidays
• Competitive Vacation Policy
• Great benefits
• 401K plan
• Employee Assistance Program