CART MLL PC L2 Tech - Only W2

Key Responsibilities

• Provide on-site Level 2 support for MLL systems and connected peripherals, including those connected to instrumentation.
• Diagnose and resolve hardware, software, and network-related issues in manufacturing, distribution, and R&D environments.
• Adhere to GxP guidelines, SOPs, Work Instructions, security policies, and IT hardware and software standards.
• Ensure all activities conducted within the framework of quality management processes, keeping meticulous records to support audit requirements.
• Utilize ITIL principles in IT Service Management (ITSM) to manage incidents, problems, and changes effectively.
• Log and track all actions in ServiceNow, maintaining good standards of documentation and communication.
• Support systems behind firewalls, ensuring secure and compliant operations.
• Coordinate with network and security teams to troubleshoot connectivity and access issues related to MLL systems.
• Apply strong critical thinking skills to analyze complex problems, assess various solutions, and implement the most effective resolution.
• Develop and maintain a broad understanding of the enterprise IT environment, including dependent systems such as Active Directory, cloud services, and network infrastructure.
• Triage and resolve complex issues affecting MLL systems using acquired knowledge.
• Contribute to and maintain comprehensive documentation of all MLL systems and support procedures.
• Create and update knowledge base articles to enhance the efficiency of the support team.
• Assist in the tracking and management of MLL assets, including hardware, software, and critical systems.
• Participate in continuous improvement initiatives by identifying opportunities for process optimization, automation, and enhancing the overall user experience.

Qualifications

• Bachelor's degree in information technology, Computer Science, or a related field preferred.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Windows Server, ITIL Foundation) are highly desirable.
• 3-5 years of experience in IT support, with a focus on Level 2 support in OT environments within pharmaceutical, medical devices, or similarly regulated industries.
• Experience with GxP, ITIL, and working in a controlled, highly regulated environment is essential.
• Proficiency in Windows operating systems, exposure to Linux and Ubuntu with experience in environments where systems are connected to laboratories or manufacturing equipment.
• Strong understanding of network principles, including managing systems behind firewalls.
• Experience with ITSM tools, preferably ServiceNow, and following ITIL processes.
• Strong critical thinking skills with the ability to analyze complex problems, assess various solutions, and implement the most effective and compliant resolution.
• Excellent communication skills, with the ability to articulate complex technical issues to both technical and non-technical stakeholders.
• Strong problem-solving abilities and attention to detail, especially in regulated environments where accuracy and compliance are critical.
• Ability to work independently and as part of a team, managing multiple tasks and priorities in a fast-paced setting.