What are the responsibilities and job description for the Desktop Support L2 position at Iron Systems, Inc?
Roles & Responsibilities
- Qualification of Lab PCs are per provided SOPs
- Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service by OEM vendor
- Support for non-standard PCs as per defined SOP’s
- Provide Hand and feet support for non-standard devices at shop floor, including GxP Compliant devices as per defined SOP’s
- Apply patches manually (if required) for special and GxP devices in concurrence with business clients
- Coordinate with OEM’s to replace or fix the issues for special devices
- Maintain service to the business according to business needs
- Manage relationship with vendors and business end-users
- Interface with other resolver groups/suppliers in order to assist in providing solutions
- Understand and adhere to GxP, GLP, and GMP compliance activities where required
- Receiving end-user request and translate within ServiceNow
- Manage advanced resolutions if within scope; else, assist user in providing End-to-End assistance in case the issue is out-of-scope
- Participate in the process for system recovery and security patching within the lab computing environment.
- Minimum of 5 years in Wintel technology (Candidates who have previously worked in a technical support environment with good OS knowledge at a pharma company preferred)
- Solid interpersonal and communication skills, with the ability to interact effectively with both technical and managerial audiences
- Clear and strong customer focus and relationship
- Good analytical and coordination skills are essential
- Strong work ethic, combined with the ability to work independently
- Good interpersonal and communication skills
- Flexibility and ability to prioritize competing demands
- Ability to perform in adverse situations
- Strong knowledge of desktop/laptop/non-standard hardware
- Very strong hands-on experience (H/W and S/W)
- Good knowledge of OS flavors (Windows / Unix / Linux)
- Thorough knowledge of active directory, domain controllers
- Good knowledge of problem-solving approaches
- Understanding of daily operations and delivery processes
- Basic application/software installation and troubleshooting
- Knowledge/exposure on ticketing tools
- Knowledge of interfaces and some lab equipment is necessary.
- Examples include industrial printers, PDA’s, Tablets.