Senior Technical Site Support Specialist

4 weeks ago

Exton, Pennsylvania, United States West Pharmaceutical Services Full time
Job Summary

The Senior Technical Site Support Specialist will work collaboratively with the regional and global D&T team to maintain all aspects of the site's infrastructure, end-user device functionality, and workload prioritization in line with documented procedures while adhering to all corporate guidelines.

This role demands a blend of technical expertise, exceptional communication skills, and strategic thinking to drive the success of technology initiatives throughout the organization.

Key Responsibilities:

  • Provide support for all D&T systems within the site, including desktop computers, laptops, tablets, iOS devices, collaboration tools/systems, access control/CCTV devices, LAN/WAN equipment, etc.
  • Provide technical guidance and support to all end users/stakeholders.
  • Collaborate in the development, implementation, deployment, and maintenance of D&T systems and solutions at the site.
  • Assist in evaluating new technologies and tools to enhance D&T capabilities.
  • Perform troubleshooting efforts and problem resolution for the site and alert management of any identified security risks.
  • Collaborate with the regional and global D&T organization to maintain the service catalogue and defined Service Level Agreements (SLAs) in alignment with global/ regional and site-specific D&T services.
  • Ensure compliance with relevant IT policies, standards, and regulations.
  • Monitor day-to-day site operations to ensure system availability and performance efficiency.
  • Utilize and leverage Service Management tools for tracking workloads and SLAs.
  • Participate (if required) in 'on-call' support rotation.
  • Foster a collaborative and innovative team environment.
  • Participate in training sessions to enhance technical skills within the team.
  • Build strong relationships with internal clients to understand, empathize with, and address individual technological needs.
  • Perform duties in line with best D&T practices and applicable regulatory requirements (i.e. cGMP, Computer System Validation, 21 CFR part 11 compliance).
  • Act as liaison between the D&T team and other business units.
  • Demonstrate a professional attitude, exemplary behavior, and work ethic and conform with and abide by all regulations, policies, work procedures, instructions, and all safety rules.
  • Perform other duties as assigned based on business needs.
  • Act in accordance with the company's Guiding Principles and adhere to the corporate Code of Conduct policy.
  • Compliance with all local site Environmental, Health, and Safety regulations.
  • Compliance with all local site company policies, procedures, and corporate business policies.

Requirements:

  • Bachelor's degree or equivalent experience in Computer Science.
  • Minimum of 3-5 years of experience within IT support and/or IT operations.
  • Preferred Knowledge, Skills, and Abilities:
    • Excellent communication, interpersonal, and negotiation skills (including all levels of management).
    • Strong service-oriented mindset.
    • Ability to work independently and meet strict deadlines.
    • Open and accepting of change.
    • Strong project management/coordination skills.
    • Experience working in collaboration with international teams.
    • Comfortable in completing a variety of atypical assignments.
    • Comply with all relevant SOPs as per Company policy as they are related to the position covered by this Job Description.
    • Support and contribute to Lean Sigma programs and activities towards delivery of the set target.
    • Ability to comply with the company's safety policies at all times.
    • Working knowledge of a manufacturing environment.
    • Required Language: English.
    • Specific skills and abilities:
      • Desktop support including MS Office Suite.
      • MS Windows Server administration knowledge.
      • Network technologies/protocols and administration.
      • Microsoft Active Directory.
      • MacOS knowledge (preferred).
      • ITIL Foundation Certification (preferred).

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