Lead IT Lab Support

1 month ago


Libertyville, United States Beacon Hill Full time

My pharmaceutical client is actively building out their technical support team to supporting their north Chicagoland laboratory teams.


Day to day responsibilities:

  • You will be directly supporting lab scientists with all technical needs to help resolve technical issues Example: Investigate best thing out there that can improve backup speed for large files/uploads into network share.
  • Main point of contact for all customer support escalations
  • Isolating and determining if issues are a software/hardware/network issue.
  • Troubleshoot, validate and reproduce technical issues and log /track via ServiceNow
  • Effectively write up a problem summary that includes collecting information and clearly explaining and summarizing it so its consumed properly. I.e., what has been done to troubleshoot
  • Triage and manage cases that are reported to the Engineering team, identifying severity and priority of each case
  • Ensure issues are resolved in a timely manner, while escalating issues to management team if needed
  • Analytical mind in identifying a common theme regarding escalated tickets
  • Identify escalation trends and partner with various teams to drive long term solution


Requirements

  • 1+ years’ experience troubleshooting software & hardware issues like add in cards, or swapping out hard drives
  • Exp. with Windows OS backup and recovery, virtualization, ghost/cloning images and basic scripting
  • General knowledge of datasets, databases (not writing SQL scripts)
  • General networking knowledge (can be conceptual, not hands on, so that can identify if there is a connectivity/network issue that needs to be escalated to network team).


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