Job Purpose The Technical Support Specialist will ensure efficient and effective operation of all IT and Telephony related hardware, software and infrastructure across a site or collection of sites. Provide hands and eyes support and global project implementation activity ensuring local infrastructure delivers to business expectations (SLA) whilst remaining fully aligned to global IT Policies. To effectively manage their work queue, communicate clearly and concisely with all staff and external contacts to ensure satisfactory completion of each Incident and Service Request. The primary duties of this role are: •Level 2 infrastructure support: Configure, deploy, maintain, troubleshoot and support key IT infrastructure including computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment • Diagnose and resolve issues associated with end user based application software and operating systems • Support diagnosis and incident resolution of core Ethypharm infrastructure in collaboration with relevant Engineer or Operations Manager • Providing support to external third parties as required • Ensure that the ITSM tool is up to date with progress achieved • Continuous improvement - proactive management of infrastructure to reduce support calls • Contribute to project teams in the improvement of current IT services and development and delivery of new IT services. • Raising purchase orders and obtaining approval to order hardware, software services and spare parts. • To maintain clear, concise and unambiguous communication with all users on progress and actions required to close out Incidents and Service Requests • Coaching users to assist themselves on a self-help basis • GMP rules and regulations – solid understanding of Good Manufacturing Practice (GMP) rules and regulations • GxP computerized system applications – solid understanding of the variety of these types of computerized systems Validation experience on systems such as: Laboratory Information Management System (LIMS) Laboratory Instrument Systems (LIS) Clinical Trial Monitoring Systems Chromatography Data System (CDS) Supervisory Control and Data Acquisition (SCADA) Manufacturing Execution System (MES) Enterprise Resource Planning (ERP) Systems Batch Record System Building Management Systems (BMS) Experience: Infrastructure support for local and remote users – including PC/Printer Installations and Repairs, Software Installations (Manual and Remote Deployment), Networking printers, Telephone System Administration • Email & smart phone Administration • Remote Access/VPN Support • Troubleshooting desktop operating systems, supporting MS Office & Desktop Software • Assistance with basic server management Qualifications: Certification in infrastructure technology MS Engineer or equivalent qualification Skills • General infrastructure installation, support and maintenance • General MS applications troubleshooting • Ability to manage multiple reported incidents and problems simultaneously and escalate as appropriate Personal qualities • Prepared to be flexible, willing to work as part of a project team and to take on other responsibilities as required by the business to achieve the objectives of the business. • Detail oriented with strong analytical & technical knowledge, with the ability to work in a small group as well as independently.