NTO/IT Support Lead

IT/OT Support LeadRole purpose:Become visible and provide IT support to the customer and provide guidance and support as needed. Have solid understanding of working in a fast-paced environment, supporting onsite clients as well as home office users. Off hour, weekend and holiday support for all operational assets and systems as needed.Main responsibilities:Adhere to scheduled appointments for asset recovery collections and e-waste processes.Ability to troubleshoot (hardware, software and connectivity) incidents through to resolutionSupport Users Remotely utilizing teams, Bomgar or Remote desktop.Inventory control and asset managementEnsure OT environment health: maintain the landscape, network documents and integration with IT solutionsStrong relationship with global solution groupsKey ResponsibilitiesExperience working in a team-oriented, collaborative environment with strong customer-service orientation.Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.Supports, manages, optimizes, and maintains the configuration and installation of the Servers, to include, but not limited to, patch updates, hardware replacements, with spares.Create build records. Ensure GDP standards, sign and send to lab teams.Track all incoming/outgoing activities via client's asset management system. Maintain Excel/SharePoint Trackers on all equipment, as well as in client's asset management system.Manage and maintain relevant SOPs and other documentation e.g., Knowledge Base articles following GxP, GmP and GDP practices.Analyze Client Service calls for desktop devices and incident data to identify and advise Client of any potential user-training requirement and automation and to drive continuous service improvements.Track logistics of equipment, transferring between stock rooms (both physically & logically) with attention to detail. Following litigation processes to ensure all equipment is quarantined properly.Provide guidance to clients and Support projects in progress in collaboration with other IT organizations. Interface and collaborate with other teams for issue resolutions.Clean and prepare all hardware for reuse, which includes, running diagnostics and submitting OEM tickets for repair.Assist Manufacturing / Engineering personnel with remediation of machine and software accounts.Create automatic backups of lab images and account access logsMeet with vendors pre-implementation of new technology and ensure Client IT standards are met.Work with vendors on troubleshooting and implementation of lab devices.Perform IQ and OQ activities where needed.Ensure all quality standards are met to comply with FDA, EMA and CDC standards.Use knowledge of technology to implement new automation and quality of life for engineering / manufacturing personnel.Utilize COMAP to ensure only proper patching is sent to devices based off vendor and software needs.Other Ad Hoc Activities and Reporting as required• Update, review, and approve SOPs.Review and approve qualification documents.Coordinate and manage the deliverables of monthly maintenance events.Engage with Quality Control (QC) representatives to ensure solutions are delivered and maintained to meet business goals and end user needs.Coordinate, prioritize, and manage the QCIT deliverables for new system implementation.Engage with Quality Control representatives to ensure solutions are delivered and maintained to meet business goals and end user needs.Technical Skills:Solid knowledge of Windows, IOS or other computer operating systemsUnderstanding of Office Suite and SharePoint TechnologiesExperienced in Service Now ticketing systemHands-on hardware troubleshooting experienceAbility to read and understand technical manuals, procedural documentation and OEM guidesKnowledge of Active Directory, SCCM or other User and Asset rights or deployment systemsKnowledge of IMAC, SLA's and Asset management, ITILGood understanding of network infrastructure of DNS, Proxy servers and firewallsGood knowledge of LAN/WAN setups and conceptsKnowledge of software distribution, patching and imaging technologies desirableUnderstand and follow GxP, GmP, and GDP practicesMust have solid soft skills and be a good communicator.Must have valid license.Ability to lift 50lbs.Preferred Qualifications: Associate degree in an IT-related field or working experienceAt least 2 years of working experience in information technology. Excellent knowledge of English language (written and spoken).Strong knowledge of laboratory instruments and related software applicationsExperienced with troubleshooting and problem-solvingExperienced with GxP compliance and Computer Systems ValidationWorking understanding of IT infrastructure and architecture. Knowledge of pharma processes preferred