Senior IT Desktop Support Engineer

Senior IT Desktop Support Engineer - Onsite SME Break fix support limited to trouble shooting (incident management) Support of installations, moves, adds, changes and disposals ( "IMACD) Lab PC build and deployment (NVS Supplied and Vendor Supplied PCs) Swapping of hardware Raising of tickets on behalf of users Support of users on how to questions related to the Service User Administration management Support of users on troubleshooting of special devices including walk-in support on site Provide day-to-day support for Lab IT systems and collaborate with NVS IT, NX, Lab scientists and external vendors to ensure prompt resolution of issues with minimal downtime. Provide excellent customer service to scientists with a high level of professionalism, communicate with them clearly and effectively. Develop and maintain relationships with key stakeholders, including lab managers, researchers, and vendors, to ensure that the lab's IT infrastructure is aligned with their needs and expectations. Ensuring the security and integrity of lab systems by implementing backup and disaster recovery solutions for critical lab systems. Manage the remediation of identified vulnerabilities in lab systems and ensure thorough documentation as per client Information Security & Compliance standards. Adheres to client Information Security & Risk Management standards, including Pandemic Preparedness, security patching and incident response. If applicable, ensure Regulatory Compliance (e.g. GLP & GCP) standards and policies for GxP products/services. 1.1.2
IT support for Instrument QualificationThe activities which the vendor personnel will be involved in, but not limited to, are: Preparation and pre-approval of hardware installation qualification ( "IQ), operational qualification ( "OQ) and performance qualification ( "PQ) Execution of hardware installation qualification ( "IQ), operational qualification ( "OQ) requirements and performance qualification ( "PQ) Co-ordinating with vendor and client internal IT teams to resolve issue faced during the execution Coordinating with respective reviewer and approvers to complete IT related Qualification documents Support execution of existing validation documentation as per client SOP 1.1.3
Printer Management Basic ServiceThe Service Includes The Following Service Elements: Hands & feet support and troubleshooting (incident management) Execution of IQ & OQ (GxP only), in line with application management Swap replacements Printer hardware installation Coordinate with other client IT teams to create Print queue and make it operational Coordinate with other client IT teams to clear Print queue and resolve printing issues 1.1.4
Printer Management Extra CareThe Service Includes The Following Service Elements: Maintenance (disassemble, check wear, service) 1x per calendar year Cleaning to maintain print quality 1x per calendar year Maintenance in case of a printer incident Firmware upgrade assessment and test in the Client environment Firmware upgrades (up to 4x per calendar year) Updates of documentation in relation to the firmware updates Repairing of printers using spare parts (label printers only) 1.1.5
Quality Management - Audit management and coordinationThe Service Includes The Following Service Elements: On-site management and coordination for internal and external regulatory audits and inspections in local language and English 1.1.6
Quality Management - Deviation and CAPA ManagementThe Service Includes The Following Service Elements: Deviation investigation Action development and Follow-through in collaboration with the Customer's quality assurance team 1.1.7
Quality Management Review / Approve Qualification of HardwareThe Service Includes The Following Service Elements: Review and approval of IT hardware qualification for devices in scope (test protocols and executed tests) Consultancy for quality related questions (e.g. documentation related) 1.1.8
Laboratory Services - Backup / Restore of lab instruments and PC'sThe Service Includes The Following Service Elements: Backup and restore of laboratory instruments and PC's where applicable. Documentation about the execution Data backup from remote site. 1.1.9
Laboratory Services - Support instrument SW / OS upgrades (e.g. Win 10), Onsite IT SupportThe Service Includes The Following Service Elements: Technical evaluation of instrumentation software for alignment with the client IT architectural and security regulations Onsite IT support for global managed applications on need basis.
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