Technician, IT Site Support Services

Location: St Austell, Cornwall, CON, GB

Job Summary

Working closely with the regional and global IT team, the role of the Site Service Technician team is to have responsibility for developing and efficiently operating all aspects of the site’s infrastructure and End User devices in line with corporate guidelines & procedures. Perform duties in line with best D&T practices and applicable regulatory requirements (i.e. cGMP, Computer System Validation, 21 CFR part 11 compliance).

Essential Duties and Responsibilities

• Provide support for IT systems and End-Users in the facility, including, but not limited to: Shop Floor Systems (SFS), Manufacturing Execution Systems (MES), Enterprise resource planning (ERP), Virtual and Physical servers, LAN/WAN equipment, desktop computers and laptops, communication, and collaboration systems.
• Assist with troubleshooting and problem determination/resolution.
• Collaborate with the regional and global IT organization to maintain the service catalogue and Service level agreements in alignment with global / regional & site-specific IT services.
• Participate in local, regional, and global IT projects and coordinate roll‑out of same on local site level.
• Perform other duties as assigned based on business needs.
• Utilize and leverage Service Management tools for tracking of workloads.
• Maintain a clean, orderly and safe work area.
• Exemplary behaviour in IT security related topics.
• Conform with and abide by all regulations, policies, work procedures, instruction, and all safety rules.
• Act in accordance with the company’s Guiding Principles and adherence to the corporate Code of Conduct.
• Compliance with all local site Environmental, Health and Safety regulations.
• Compliance with all local site company policies, procedures and corporate policies.

Education

Education in Computer Science. Minimum of 2 years of experience of IT support and/or IT operations, ideally in regulatory manufacturing environment.

Work Experience

Good interpersonal skills and communication skills. Strong service orientation. Open to change and prepared to drive change.

Preferred Knowledge, Skills and Abilities

• Expands skills in own work area within an analytical/scientific method or operational process.
• Applies experience and skills to complete assigned work within own area of expertise.
• Works within standard operating procedures and/or scientific methods.
• Works with a moderate degree of supervision.
• Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description.
• Support and contribute in Lean Sigma programs and activities towards delivery of the set target.
• Able to comply with the company’s safety policy at all times.
• Able to comply with the company’s quality policy at all times.

Specific skills and abilities:

• Desktop support incl. MS Office Suite.
• MS Windows Server administration.
• Network technologies/protocols and administration.
• Microsoft Active Directory.
• Microsoft Office 365.

License and Certifications

ITIL Foundation Certification (desired).

Travel Requirements

20%: Up to 52 business days per year.

Physical Requirements

Light-Exerting up to 20lbs/9kg of force frequently, and/or negligible amount of force frequently constantly to move objects.