Job Description

The IT Technician position will offer extensive technical support covering a wide range of areas including laptop and desktop, hardware peripherals, printers, as well as desktop and mobile phones. One of the key responsibilities will be to ensure that our infrastructure, including the server room and network, is functioning optimally. In addition to these technical duties, the role will also involve diagnosing and repairing hardware and software issues, resolving network problems, and supporting end-users across various hardware and software platforms within the production unit. This will ensure that our IT systems are managed, maintained, and repaired efficiently.
Furthermore, the position will require the individual to provide ad hoc training on application use and internal processes and procedures. Periodic reporting and inventory management will also be a part of the role, along with other administrative tasks as needed.
General IT Duties:

• Provide onsite technical support to employees through the ServiceNow Helpdesk
• Open, track and close all service requests, as well as manage the classification, assignment, tracking, and completion of requests
• Primary support focus on the Manufacturing IT Systems
• Troubleshoot multiple computer and mobile platforms: Macintosh, Windows, Linux, Android and iOS
• Provide advanced support for multiple enterprise applications including e-mail (Outlook), calendar scheduling, word processing, spreadsheets, presentations, Internet browsers, as well as specialized department-specific applications, SCCM, Intune and MS autopilot
• Manage and provision equipment for all new hires (mobile phone, desktop peripherals, laptops and desktops)
• Troubleshoot and support video conference equipment, including events held onsite
• Remotely troubleshoot local and networked printers, including multi-functional copiers
• Identify and implement innovative solutions to resolve customer issues
• Ensure resolutions are consistent with company standards and policies
• Liaise between local suppliers/Suppliers and our internal team when troubleshooting as necessary
• Operation of the enterprise network and server room
• Active Directory
• Backup and restore procedures.( Veeam)

Customer and Technical Support:

• Offer timely resolutions for IT-related issues via phone, email, or in-person support.
• Document troubleshooting procedures and create user-friendly guides.
• Maintain hardware inventories and support the roll-out of new applications.
• Provide periodic feedback and follow-ups with users to ensure satisfaction.
• Support Global IT Helpdesk (Levels 2 and 3)

Project Coordination and Administration:

• Coordinate IT projects within set budgets and timelines, in consultation with the IT Manager.
• Document IT SOPs, WI, software licenses, and procedural updates.
• Ensure compliance with company standards and operational requirements.

Qualification:
Degree / Diploma in IT Information Systems
Experience:

• 2-3 years of IT support experience, ideally in pharmaceutical, FMCG environments or production.
• Proficiency in Windows Server (2008-2019), Windows 1011, Microsoft Office 365, VPNs, Polycom systems.
• Good understanding of Manufacturing IT Systems.
• Experience in VMWare, Azure, and Veeam.

Technical Competencies:

• Strong knowledge of hardware, software, virtual servers and network systems.
• Experience managing enterprise applications and troubleshooting complex IT setups.
• Technical know-how with excellent problem-solving abilities.

Key Traits:

• Ability to work independently and collaboratively in high-pressure situations.
• Excellent communication skills for technical and non-technical audiences.
• Strong attention to detail and a commitment to continuous improvement.
• Ability to meet deadlines & attention to detail
• Goal & result orientation
• Problem-solving
• Continuous improvement
• Assertiveness