ITO Onsite Support Specialist

The ITO Onsite Support Specialist is responsible for managing the local IT site(s) infrastructure and acting as a point of contact for the supporting global team(s) and vendors to implement and maintain all aspects of the site(s) IT infrastructure environment. The will have extensive knowledge of computer hardware and software, network maintenance, and industry trends and engaging with employees throughout the organization. A day in the life of a ITO Onsite Support Specialist...

• You will be the local focal point for global IT Operations teams for projects and incidents
• You will be the local point for local business and IT Stakeholder management for any type of IT Operations issues
• You will exchange and fix infrastructure components in the respective area
• You will coordinate between business / IT stakeholder management and global ITO teams
• You will contribute to a continuous documentation of the system landscape in the respective area
• You will be the focal point for local hardware supplier
• You will be responsible for IT asset management
• You will manage hardware rollouts
• You will be responsible for onboarding and mentoring of external IT Operations onsite engineers
• You will provide technical support as point of contact for IT for the site(s)
• You will provide end-user desktop, laptops, office IT with smart hand support for network and servers, and installation support for various software on end user systems and servers when required
• You will provide offboarding support, collecting IT assets and sanitizing IT assets and keep in stock
• You will be responsible for executive / VIP support
• You will execute service delivery (e.g., IMAC, break fix, desk side support)
• You will perform trouble shooting, parts replacement, system upgrades, and basic deployments and repair on site(s) where required
• You will identify potential issues that could adversely impact end user experience and follow through on action steps
• You will handle basic installation and maintenance of technical products
• You will handle tickets on the ITSM platform
• You will review, troubleshoot, and approve operational quality desktops, notebooks, printers, and associated peripherals
  
  Bachelor's degree in Computer Science, Information Technology, or related field
• 3+ years' experience in IT Onsite technical role/capacity
• Strong IT technical knowledge of computer hardware, software, and other devices i.e. desktop, mobile computing and network, including problem analysis/resolution, and installation
• Strong communication skills, both verbal and written
• Project Mgmt. experience
• Willingness to be available to travel as necessary to meet business requirements
Are you?
• Well-versed in IT service management best practices
• Able to explain technical issues to non-technical customers in a clear and understandable manner
• Able to work in a fast-paced environment and handle multiple tasks simultaneously
• Able to work independently and as part of a team
• Familiar with ticketing systems, ideally, ServiceNow
  
  Together, we're on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It's a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world's leading manufacturer of innovative & generic medicines, and the proud producer of many of the products on the World Health Organization's Essential Medicines List. Today, at least 200 million people around the world take one of our medicines every single day. An amazing number, but we're always looking for new ways to continue making a difference, and new people to make a difference with.
  
  Enjoy a more rewarding choice
• Enjoying time with your families (25 days of annual leave, Pension scheme)
• Looking after your health (Life & Critical Illness Insurance, Private health insurance for you and your family, Sports and Health Programme - including health days and nutritional counselling, On-site Canteen)
• Recognizing your value (Recognition programs to reward our employees with our company bonus scheme)
• Boosting your potential (Virtual Learning Centre)
• Well-being and D&I focused company