Position Summary

The IT Engineer plays a critical role in delivering advanced IT support within Global Lab IT environments. This position provides tier 2/3 technical support, ensuring system reliability, security and compliance across specialized environments.

Key Responsibilities:

Provide tier 2/3 support for Lab and Manufacturing systems, ensuring minimal downtime and adherence to SLAs.

Manage and resolve ServiceNow tickets related to lab and manufacturing environments.

Deploy and maintain software, patches, and security tools using SCCM.

Collaborate with Global Lab IT teams and other technical groups to troubleshoot complex issues and deliver root-cause analysis.

Skilled at collaborating with support teams for detailed investigations and presenting technical analysis findings related to SLA Incident Management.

Create and review engineering and technical documents, such as work instructions, test plans, and knowledge base articles.

Support global and regional IT projects, ensuring alignment with compliance and security standards.

Maintain accurate system configurations and documentation for audits and operational readiness.

BS/BA Degree in Computer Science or engineering preferred

ITIL experience

Microsoft Accreditation or Relevant Experience

Qualifications:

6+ years of experience in desktop or end-user support, with exposure to lab and/or manufacturing environments

Strong knowledge of Windows and Server operating systems

Experience with Linux & Cloud Services

Working knowledge in SCCM or similar endpoint management platform

Experience with system patching, software deployment and incident management

Familiar with PowerShell, SQL query or similar scripting languages for automating routine tasks

Knowledge of Active Directory, DHCP, DNS, File Sharing, GPO, Database, Network & Firewall Administration

Understanding of regulated environments and biotech industry practices is a plus

Has a strong track record of solving complex problems and achieving results

Skilled in collaborating with global teams and engaging diverse stakeholders

All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.