Job Summary:
I am seeking a skilled and proactive 2nd Line IT Support Specialist to deliver technical support across regulated production and laboratory environments. Acting as a key liaison between the IT Helpdesk and end users, you will provide second-line support for business-critical systems and validated devices. Responsibilities include issue resolution, compliance with validation and quality standards, and ensuring minimal operational disruption.
Key Responsibilities:
* Provide second-line support in regulated areas (e.g., labs, packaging, production systems)
* Troubleshoot and resolve hardware, software, and infrastructure issues
* Capture and document detailed incident information
* Collaborate with senior technical teams and external vendors
* Support installation/configuration of validated and non-validated systems
* Assist in patching, updates, and system maintenance
* Ensure adherence to validation standards such as CSV, GxP, and 21 CFR Part 11
* Maintain accurate support records via the helpdesk system
* Provide onboarding and training to end users
* Identify and propose improvements in IT services and system performance
Essential Qualifications
* Recognised IT certifications (e.g., CompTIA A+/Network+/Security+, Microsoft MCSA/MD-100/MD-101, or Cisco CCNA) or equivalent experience
* Proficiency with Windows 10, Windows Server, and Active Directory
* Understanding of ITIL-based service delivery and change management
Desirable Skills & Experience
* Strong customer service across various communication channels
* Excellent communication, problem-solving, and teamwork skills
* Ability to manage priorities and deliver technical support in regulated environments
* Background in pharmaceutical, biotech, or laboratory settings
* Experience with Laboratory Information Management Systems (LIMS), SCADA/HMI, or PLC-based systems