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Lead IT Lab Support
1 month ago
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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Lead IT Lab Support
1 month ago
Libertyville, United States Beacon Hill Full timeMy 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...
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