IT Specialist, R&D UK Center (Cambridge), Research and Development, Orion Pharma

Orion Pharma has established a Biologics Research & Development Center in the vibrant biomedical ecosystem of Cambridge, UK. The Biologics R&D Center represents a central piece in the long-term vision of expansion into biologics modalities by Orion Pharma. The Center’s mission is to accelerate the company's biologics research and development efforts. The Biologics R&D Center complements Orion's existing R&D efforts in Finland, where the company was founded in 1917. Currently, Orion possesses all of the functional capabilities necessary for small molecule discovery and development in Finland. Orion’s expansion into Cambridge, UK marks a pivotal step in building future innovative biologics treatments, including multi-specific antibodies, Antibody Drug Conjugates (ADC), and Chimeric Antigen Receptor T cells (CAR-T).

We are seeking an IT Specialist with hands-on experience in both remote and onsite IT support, ideally with a background in R&D environments and familiarity with supporting lab systems, their equipment as well as handling personal IT support requests. You possess strong troubleshooting skills, a proactive approach to issue resolution, and excellent interpersonal abilities to support end users efficiently.

Key Responsibilities include the following:

• Ensure proper operation of our information systems.
• Provide IT support for hardware, software including laboratory equipment, and network issues via phone, email, chat, and in-person (walk-in support).
• Troubleshoot and resolve laptops, desktops, mobile devices, printers, and other IT assets.
• Support IT infrastructure in an industrial setting, including lab systems and equipment.
• Maintain system application and IT infra information in ITSM tool.
• Perform testing and documentation to comply with Orion Pharma requirements.
• Document and track incidents, service requests, and resolutions in an ITSM tool.
• Set up and maintain new user accounts, access rights, and permissions following security policies.
• Provide guidance and follow IT policies, cybersecurity best practices, and data protection compliance.
• Escalate complex issues to second- and third-line support teams while maintaining ownership of the user experience.
• Support onboarding/offboarding by provisioning IT equipment and access.
• Manage system configuration, enhancement and life cycle.
• Contribute to continuous improvement by identifying and proposing solutions for recurring issues.
• Liaise with Finnish IT team to align all IT-related practices in global Orion organisation.

The IT Specialist will report to the Scientific Project Lead of Project Management and Operations Department, Orion Pharma R&D and to Orion Pharma’s Information Management Organisation in matrix.

Skills & Qualifications:

• Technical Proficiency: Windows, macOS, Microsoft 365, Active Directory, VPN, remote desktop tools, and enterprise applications.
• Customer-first mentality: Excellent communication, problem-solving, and interpersonal skills to assist users in a professional and patient manner.
• Adaptability & Proactiveness: Ability to work independently and handle onsite support requests in a dynamic environment.
• ITIL Framework: Familiarity with incident, problem, and change management processes.

Preferred Experience & Certifications:

• Strong experience in an IT Service Desk role, including walk-in support.
• Prior experience in pharmaceutical, biotech, or manufacturing industries.
• Certifications such as ITIL Foundation, CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar.

The role is primarily located in an onsite support environment in Cambridge that includes offices and laboratories. Occasional support might be provided to Orion Pharma sites in Reading and Nottingham, UK. While the position typically follows standard working hours, on-call support or weekend availability may be necessary to meet business needs. Adherence to industry-specific security protocols and compliance regulations is essential, ensuring a safe and compliant work environment at all times.