IT Engineer

Position Summary

The IT Engineer plays a critical role in delivering advanced IT support within Global Lab IT environments. This position provides tier 2/3 technical support, ensuring system reliability, security and compliance across specialized environments.

Key Responsibilities:

• Provide tier 2/3 support for Lab and Manufacturing systems, ensuring minimal downtime and adherence to SLAs.
• Manage and resolve ServiceNow tickets related to lab and manufacturing environments.
• Deploy and maintain software, patches, and security tools using SCCM.
• Collaborate with Global Lab IT teams and other technical groups to troubleshoot complex issues and deliver root-cause analysis.
• Skilled at collaborating with support teams for detailed investigations and presenting technical analysis findings related to SLA Incident Management.
• Create and review engineering and technical documents, such as work instructions, test plans, and knowledge base articles.
• Support global and regional IT projects, ensuring alignment with compliance and security standards.
• Maintain accurate system configurations and documentation for audits and operational readiness.
• BS/BA Degree in Computer Science or engineering preferred
• ITIL experience
• Microsoft Accreditation or Relevant Experience

Qualifications:

• 6+ years of experience in desktop or end-user support, with exposure to lab and/or manufacturing environments
• Strong knowledge of Windows and Server operating systems
• Experience with Linux & Cloud Services
• Working knowledge in SCCM or similar endpoint management platform
• Experience with system patching, software deployment and incident management
• Familiar with PowerShell, SQL query or similar scripting languages for automating routine tasks
• Knowledge of Active Directory, DHCP, DNS, File Sharing, GPO, Database, Network & Firewall Administration
• Understanding of regulated environments and biotech industry practices is a plus
• Has a strong track record of solving complex problems and achieving results
• Skilled in collaborating with global teams and engaging diverse stakeholders

All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.