Job Description

A global pharmaceutical company has a 12 month contract position for an IT Site Support Technician.Job purpose:

• The IT Site Support Coordinator will be responsible, through direct interaction with end users and management, for providing effective and efficient on-site and remote support to end users and management on a variety of technical support issues, including the set up and maintenance of mobile devices, computing equipment, printers, faxes, scanners & other peripherals.
• The role holder is required to perform routine maintenance functions such as hardware & software inventory management. Working with the Global Service Desk and related support functions, the role holder will ensure the provision of a consistently high quality service to customers and stakeholders.
• Role holder will be IT point of contact for the location and will liaise with local business leadership to identify and implement IT solutions while meeting company standards and policies.
• Coordinates all site IT activities in conjunction with enterprise led projects and initiatives ensuring effective communication across the site and delivering successful outcomes.
• Periodic travel may be required to support additional local locations, and if so, the role holder must be capable of travelling without restriction.

Key Responsibilities:

• Carries out duties in compliance with established business policies and procedures.
• Manage user incidents routed from the Service Desk, or escalate where appropriate, ensuring the provision of a consistently high quality service and timely resolution of issues
• Plan, develop and manage information systems projects / initiatives to meet the needs of the business areas, aiming at a strategic partnership for technology solutions.
• Perform support for the following: PC configuration (desktops and laptops), VPN connections, PC software (site-specific and enterprise), peripherals, LAN connectivity, and additional devices/software/hardware as needed (i.e. printers, copiers, mobile devices, A/V equipment)
• Provide an efficient and effective support service to on site and remote users
• Carry out New Starter / Leaver processes - ensure equipment is ready for new employees on day one
• Demonstrates commitment to the development, implementation and effectiveness of applicable Quality Processes as per ISO, FDA, and other regulatory agencies.
• Responsible for exhibiting professional behavior with internal/external business associates that reflects positively on the company and is consistent with the company's policies and practices.
• Working with other resolver groups, responsible for carrying out troubleshooting / repairs to infrastructure equipment where required, , ensuring manufacturer guidelines are followed and appropriate safety measures taken.
• Ensuring IT equipment is patched / maintained to meet security standards.
• Responsibility to understand and maintain awareness of the quality consequences which may occur from the improper performance of their specific job.
• Ensure adherence to all relevant internal, external and site-specific policies, processes and Standard Operating Procedures relating to data security, the network and its applications, and account access/management
• Order and track supplies, carry out asset management & dispersal, and fulfil all documentation requirements for supported sites
• Work with various vendors as needed to support site specific services, hardware, and software
• Asset management of all IT equipment on site
• This job function has accountability for complying with the applicable elements of the Global Quality Framework and the Corporate Quality Management System (QMS).
• Undertake any other duties reasonably requested to meet business needs

General Role Requirements

• Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve issues, ensuring all solutions adhere to applicable change control requirements
• Occasionally works after-hours, as needed
• High level of freedom, within the realms of the role, to produce solutions in support of customer service level agreements
• Good time management skills, with proven ability to prioritise and organise a demanding workload, adapting to fit the changing needs of the business
• Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner
• Proactive and self-motivated approach, able to work independently
• Strong analytical skills and the ability to combine technical knowledge with customer support skills
• Excellent communication skills (both written and verbal) and ability to relate with users, service providers, and management

Requirements:

• National Diploma or Bachelor's Degree or Related qualification in IT
• Significant experience in providing end-user technical support
• Team oriented - able to work in, and positively contribute to, cross functional teams
• Able to learn new applications quickly, and committed to maintaining knowledge and skills
• Experience in coordinating large rollouts/deployments or demonstratable Project Management experience / skills
• Demonstratable experience of supervising team members
• Installation and support of wide range of peripherals
• SOX compliance knowledge
• ITIL framework knowledge

Working knowledge of the following technologies:

• Active Directory user functions (ADS & Exchange)
• Windows 7, 10, 11
• Anti-virus / anti-malware programs / cyber-security
• SCCM
• Building/imaging computers
• Network technologies, Wiring / Cabling
• Mobile Devices

Candidates that meet the criteria may submit their applications via this portal or via vacancy link on www.mnarecruitment.com
Should you receive no feedback within 7 days, please accept your application as unsuccessful.

MNA Recruitment