PC L2 Tech

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Skills:

1. MLL (Manufacturing, Labs, and Logistics) Systems Support:
Provide on-site Level 2 support for MLL systems and connected peripherals, including those connected to instrumentation. This includes diagnosing and resolving hardware, software, and network-related issues in manufacturing, distribution, and R&D environments.
2. Compliance and Quality Processes:
Strictly 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.
3. ITIL & ITSM Practices:
Utilize ITIL principles in IT Service Management (ITSM) to manage incidents, problems, and changes effectively. Ensure all actions are logged and tracked in Service Now, keeping good standards of documentation and communication.

Key Responsibilities:

" MLL Systems Support:
Provide on-site Level 2 support for MLL systems and connected peripherals, including those connected to instrumentation. This includes diagnosing and resolving hardware, software, and network-related issues in manufacturing, distribution, and R&D environments.
" Compliance and Quality Processes:
Strictly 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.
" ITIL & ITSM Practices:
Utilize ITIL principles in IT Service Management (ITSM) to manage incidents, problems, and changes effectively. Ensure all actions are logged and tracked in Service Now, keeping good standards of documentation and communication.
" Firewall and Network Management:
Understand and support systems that are behind firewalls, ensuring secure and compliant operations. Coordinate with network and security teams to troubleshoot connectivity and access issues related to MLL systems.
" Critical Thinking:
Apply strong critical thinking skills to analyze complex problems, assess various solutions, and implement the most effective resolution, all while ensuring adherence to T hardware and software standards, as well as organizational policies. Think ahead to potential issues before they arise and propose compliant solutions that align with these standards
" Broader System Understanding:
Develop and maintain a broad understanding of the enterprise IT environment, including dependent systems such as Active Directory, cloud services, and network infrastructure. Use this knowledge to triage and resolve complex issues affecting MLL systems.
" Documentation and Knowledge Management:
Contribute to and maintain comprehensive documentation of all MLL systems and support procedures. Assist in creating and updating knowledge base articles to enhance the efficiency of the support team.
" Asset Management:
Assist in the tracking and management of MLL assets, including hardware, software, and critical systems.
" Continuous Improvement:
Participate in continuous improvement initiatives by identifying opportunities for process optimization, automation, and enhancing the overall user experience

Qualifications:

"

Education:

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.
"

Experience:

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.
" Technical

Skills:

o Proficiency in Windows operating systems, exposure to Linux and Ubuntu with experience in environments where systems are connected to laboratories or manufacturing equipment.
o Strong understanding of network principles, including managing systems behind firewalls.
o

Experience with ITSM tools, preferably Service Now, and following ITIL processes.
" Critical Thinking

Skills:

Strong critical thinking skills with the ability to analyze…