Work Schedule

First Shift (Days)

Environmental Conditions

Adherence to all Good Manufacturing Practices (GMP) Safety Standards

Job Description

Technical Support & Incident Management

Provide resolutions for corporate applications, hardware, and business group applications.

Handle incident and service request queues, including ticket creation, categorization, prioritization, and assignment to appropriate support groups.

Perform proactive follow-ups with customers to ensure timely resolution without requiring reminders.

Deliver Level 2/3 support for PCs, printers, scanners, and phones when issues cannot be resolved remotely by the Service Desk.

Diagnose and resolve issues related to PCs, laptops, network connectivity (VPN, wireless), Active Directory, security incidents, servers, and business applications.

Perform PC/laptop imaging, configuration, and break/fix support.

Fulfill IMAC (Install, Move, Add, Change) requests.

Install, configure, and support printers, scanners, phones, and mobile devices, including vendor coordination for replacements and contract updates.

Provide hands-on and remote support for computer rooms, IDFs, MDFs, servers, switches, routers, and other physical equipment.

Mount and unmount hardware in data centers and perform daily routine checks to maintain data center health.
 

Knowledge Base & Documentation

Build, update, and review knowledge base articles to streamline fixing and issues resolution.

Track and review ticket metrics, and take action to improve efficiency where vital.
 

Collaboration & Vendor Management

Work closely with vendors, including escorting them onsite and guiding their activities during visits.

Collaborate with vendors to prepare statements of work (SOWs) and quotes by clearly defining requirements.

Partner with functional teams to ensure quick resolution of customer issues and effective project execution.
 

Process Improvement & Initiatives

Find opportunities to improve technology workflows, employee experience, and support processes.

Recommend and assist with implementation of enhancements to PC/laptop configurations.

Lead medium-sized initiatives or workstreams impacting 50–100 customers with minimal supervision.

Support project planning and solution development in partnership with multi-functional teams.
 

Minimum Requirements

4+ in desktop support or a related technical role.

Good understanding of client/server networks, protocols, common internet services, and Active Directory.

Solid knowledge of the OSI model and ability to perform root-cause analysis.

Ability to diagnose and resolve hardware and software issues for corporate infrastructure.

Experience with ticketing systems and incident/request management.
 

Desired Skills

Excellent written and verbal communication skills; able to effectively engage with global customers.

Demonstrated experience in customer service and collaborator coordination.

Ability to handle critical situations independently and with professionalism.

Strong teamwork skills and willingness to serve as a go-to resource for peers.

Experience collaborating with global teams across multiple time zones.

Familiarity with IT operations and service delivery standard processes.

Certification from a major IT vendor (desktop-related platform or technology) is preferred.