IT Senior Technical Support Specialist

IT Senior Technical Support Specialist

Requirements

• High School Diploma
• Minimum of at least 5 years of IT experience, or 3 years in a senior IT technical support role.
• Experience supporting Windows and MacOS in a Desktop Support environment.
• Knowledge of Lenovo desktops and laptops, MS operating systems, and applications.
• Ability to install and configure complex software applications.
• Validated expertise in supporting Microsoft Office applications, especially Outlook, MS Teams, Sharepoint, PowerBI, and PowerApps.
• Experience with cloud-based storage solutions, MS Teams, Zoom, and collaboration tools.
• Knowledge of antivirus software within an enterprise environment.
• Consistent track record in IT Technical support and delivery.
• Ability to work independently or as part of a team.
• Experience with third-party suppliers and supporting Apple Mac OS and iOS software.
• Experience in setting up and deploying mobile devices.
• Experience in laboratory instrumentation and manufacturing Automation systems.
• Awareness of Quality and Compliance principles (GMP, GLP).
• Understanding of basic network engineering principles.
• Familiarity with IT Technical or functional support background.
• Experience working in a global organization with geographically dispersed team members.

Responsibilities

• Deliver effective end-user services within a team.
• Mentor junior staff and act as a reference point in specialized areas.
• Conduct analysis and prepare quality reports for IT services.
• Independently diagnose and resolve complex issues related to AZ systems and applications.
• Provide technical leadership supporting a genius bar (AskIT) and just-in-time technical support to customers.
• Meet SLA/OLA reviews, ticket reviews, and customer satisfaction reports/surveys.
• Liaise with global IT teams and non-IT/IS customers, communicating information effectively.
• Support hardware image configuration for desktops and laptops.
• Provide “hands and eyes” support for local site infrastructure services.
• Maintain configuration management data for relevant OCS-supported systems.
• Review policies and processes, recommending enhancements.
• Deliver specialist IT technical support to Operations estate, including Automation, Formulation, Packaging, Manufacturing, Quality, and Compliance Systems.
• Consult with customers to lead effective system operations, including planned and unplanned downtime.
• Perform technical and quality work activities, identifying root causes and resolutions.
• Assist in transition support and change planning, collaborating closely with project and service teams.
• Ensure OCS-supported systems maintain proper patch and anti-virus levels.
• Run local Service Introduction activities and support models.
• Act as a focal point for local applications management.
• Support local OCS team tasks and act as first point of escalation.
• Ensure local teams meet performance goals and adhere to OCS policies.
• Give to the Operations Computing Service Improvement Portfolio.
• Handle incidents and resolve complex IT and automation system issues.
• Support service change requests and architectural standards implementation.
• Provide consultation services for new projects.
• Safeguard reduced breakdowns in manufacturing, QC laboratory facilities, and supply chain operations.
• Mitigate risk from obsolete platforms through hardware and system lifecycle management practices.

Preferred Qualifications

• Knowledge of Lean or Six Sigma Principles
• Experience leading people and continuous process improvement
• Project management experience
• Experience in laboratory instrumentation and manufacturing Automation systems
• Awareness of Quality and Compliance principles, Good Manufacturing or Good Laboratory Principles (GMP, GLP)