Systems Engineer

The Systems Engineer will provide day-to-day technical support for end users, GMP systems, and L1 support for servers (on-prem and cloud), networking, telecommunications, and cybersecurity tools.

This role is responsible for maintaining endpoint devices, supporting GMP-compliant systems, troubleshooting infrastructure issues, and collaborating with central IT teams to ensure system reliability across North American sites.

• Respond to and manage technical support tickets via phone, email, or ticketing systems, escalating when necessary.
• Support endpoint devices including laptops, desktops, tablets, smartphones, and video conferencing systems.
• Provide L1 troubleshooting for Microsoft 365, Microsoft Teams Rooms, and common business applications.
• Oversee repair and replacement of faulty hardware and maintain accurate inventories of endpoint and GMP assets.

• Support and maintain analytical laboratory systems and computerized manufacturing control systems in a GMP environment.
• Ensure compliance with cGMP standards, site SOPs, and regulatory requirements during all technical activities.
• Maintain inventories and documentation for GMP infrastructure and applications.

• Perform L1 support for servers (on-prem and cloud), networks, telecommunications, and OT devices.
• Troubleshoot networking components such as routing, switching, VLANs, VPNs, DHCP, and DNS.
• Assist teams with troubleshooting security tools and platforms such as Zero Trust, Privileged Access Management, Zscaler, and Crowd Strike.
• Provide support for Windows Server OS, virtualization hypervisors (e.g., VMware), and wireless networking devices (Aruba/HPE).

• Act as a key contact for resolving end-user issues and provide VIP support when required.
• Collaborate with central IT teams to resolve tickets related to centrally managed platforms.
• Provide updates on infrastructure health, corrective actions, and preventive measures.
• Work flexibly in multi-shift operational environments and remain available for onsite support during off‑hours crisis situations.

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 3–5 years of experience supporting IT infrastructure in a GMP‑compliant pharmaceutical, lab, or manufacturing environment.
• Strong working knowledge of Cisco, Juniper, Aruba, and related network technologies.
• Experience managing and maintaining servers, LAN/WAN systems, IP telephony, VPNs, routers, switches, and access points.
• Knowledge of IT‑OT network segregation principles.
• Hands‑on experience with Windows 10/11, Microsoft Office, Apple devices, Adobe tools, digital signing applications, and general business software.
• Familiarity with Windows Server, VMware, and wireless systems.
• Understanding of GMP procedures and infrastructure used in manufacturing and laboratory settings.
• Strong problem‑solving, communication, and documentation skills.
• Ability to work collaboratively in a regulated, multi‑site environment.

• Experience with cloud technologies, cybersecurity tools, and enterprise collaboration platforms.
• Knowledge of Teams‑based conferencing systems and modern endpoint management practices.
• Experience supporting both IT and OT systems across regulated environments.

• Preferred certifications include: JNCIE-ENT, JNCIE, CCIE, CCNP, CEH, CISSP, MCSA, or similar credentials.