Technical Support Specialist

3 weeks ago


Plainsboro, New Jersey, United States SISL Global Full time

Key Responsibilities:

  • Provide technical support for desktops, laptops, and mobile devices.
  • Collaborate with the IT team to resolve IT-related matters.
  • Deliver user training and onboarding.
  • Manage IT equipment resources, including meeting rooms and AV equipment.
  • Assist in IT project implementation as assigned by the Lead or IT Operations manager.
  • Perform multiple visits to remote or dispatched sites as needed.
  • Work agilely with Kanban for assigned tasks and participate in stand-ups.
  • Ensure compliance with Novo Nordisk principles, relevant SOPs, and legal laws.
  • Provide Genius bar or drop-in/walk-in support.

Task Responsibilities:

  • Perform on-site IT services and support.
  • Be part of a team responsible for performing all on-site IT support activities for the site/locations connected to the current site/location.
  • Execute assigned tickets, analyze, liaise with incident managers, and service providers to resolve issues and manage problems within agreed timeframes.
  • Collaborate with service providers and GITO global teams on assigned Tier 1 tickets requiring physical presence and/or infrastructure services.
  • Follow up on and ensure IT security incidents are resolved in a timely manner.
  • Ensure the quality of IT services in accordance with Novo Nordisk requirements.
  • Confirm proper documentation of services in relevant IT tools (e.g., ServiceNow/KCS).
  • Ensure user satisfaction.

Additional Tasks:

  • Perform any other IT-related tasks to support the business/function as assigned by the Lead or IT Operations manager.
  • Tasks are followed up in the KanBan tool.

Requirements:

  • Good technical knowledge in Microsoft, Windows 10, 0365 environments, hardware; infrastructure, and IOS devices.
  • Experience working in an international environment is an asset.

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