IT Support Engineer

The IT Support Engineer is responsible for providing day-to-day technical support for end users and GMP systems across North American GMP-compliant sites.

This includes L1 support for servers, cloud systems, networking, telecommunications, and cybersecurity tools.

The role ensures reliable IT operations within regulated environments and supports compliance with cGMP standards and site-specific procedures.

• Respond to and resolve technical support requests via ticketing systems, calls, or email, escalating when necessary.
• Support endpoint devices including laptops, desktops, tablets, smartphones, and video conferencing equipment.
• Troubleshoot and support Microsoft 365 applications and Microsoft Teams room systems.
• Provide L1 troubleshooting for Windows Server OS, virtualization platforms (VMWare), and wireless devices (Aruba/HPE).
• Maintain and update inventories of endpoint devices, GMP assets, OT devices, servers, and network equipment.

• Ensure all work aligns with cGMP guidelines and site SOPs.
• Support analytical laboratory systems and computerized manufacturing control systems per regulatory requirements.
• Maintain 100% compliance with GMP policies and procedures.
• Provide IT support for GMP infrastructure and applications used in manufacturing and laboratory environments.

• Perform L1 tasks for server, network, and telecom infrastructure across US and Canada locations.
• Work with core teams to troubleshoot security tools including Crowd Strike, Zscaler, Zero Trust, and Privileged Access Management.
• Work with networking technologies such as routing, switching, VLANs, VPNs, DHCP, and DNS.
• Support LAN, WAN, IP phone systems, switches, routers, access points, and VPNs.
• Assist in IT-OT network segregation activities as required.

• Handle daily support tickets and provide assistance to VIP users.
• Collaborate with central IT teams to resolve issues related to centrally managed platforms.
• Provide updates on infrastructure health, including corrective and preventive actions.
• Be available for onsite support during crisis situations, including off-business hours.
• Work in a multi-shift operational environment as required.

• Bachelor’s degree in Information Technology or a related field.
• 3–5 years of experience supporting systems in GMP-compliant pharmaceutical laboratory or manufacturing environments.
• Hands-on experience with Cisco, Juniper, and Aruba network technologies.
• Experience supporting servers, LAN/WAN, IP phones, switches, routers, access points, and VPNs.
• Knowledge of IT-OT network segregation concepts.
• Experience with GMP infrastructure, applications, and procedures.
• Strong experience with Windows 10/11, Microsoft Office, Adobe tools, digital signing applications, and Apple devices.

• Experience supporting multi-site operational environments.
• Background in cloud and cloud security technologies.
• Familiarity with Avaya VOIP, Teams-based conferencing systems, and next-gen antivirus tools.
• Proficiency with virtualization hypervisors and network patching practices.