Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service by OEM vendor
Support for non-standard PCs as per defined SOP’s
Provide Hand and feet support for non-standard devices at shop floor, including GxP Compliant devices as per defined SOP’s
Apply patches manually (if required) for special and GxP devices in concurrence with business clients
Coordinate with OEM’s to replace or fix the issues for special devices
Maintain service to the business according to business needs
Manage relationship with vendors and business end-users
Interface with other resolver groups/suppliers in order to assist in providing solutions
Understand and adhere to GxP, GLP, and GMP compliance activities where required
Receiving end-user request and translate within ServiceNow
Manage advanced resolutions if within scope; else, assist user in providing End-to-End assistance in case the issue is out-of-scope
Participate in the process for system recovery and security patching within the lab computing environment.
Experience in Number of Years:
Minimum of 5 years in Wintel technology (Candidates who have previously worked in a technical support environment with good OS knowledge at a pharma company preferred)
Soft Skills:
Solid interpersonal and communication skills, with the ability to interact effectively with both technical and managerial audiences
Clear and strong customer focus and relationship
Good analytical and coordination skills are essential
Strong work ethic, combined with the ability to work independently
Good interpersonal and communication skills
Flexibility and ability to prioritize competing demands
Ability to perform in adverse situations
Technical Skills:
Strong knowledge of desktop/laptop/non-standard hardware
Very strong hands-on experience (H/W and S/W)
Good knowledge of OS flavors (Windows / Unix / Linux)
Thorough knowledge of active directory, domain controllers
Good knowledge of problem-solving approaches
Understanding of daily operations and delivery processes
Basic application/software installation and troubleshooting
Knowledge/exposure on ticketing tools
Knowledge of interfaces and some lab equipment is necessary.
Examples include industrial printers, PDA’s, Tablets.
Mandatory Skills
Strong knowledge of desktop/laptop/non-standard hardware
