IT Support Engineer L2 – Pharma Manufacturing, Lab & Data Center Support (GMP/GxP)

Iconma Portal•Pittsburgh, PA

2d•Onsite

About The Position

The IT Support Engineer L2 provides IT support for pharmaceutical manufacturing, laboratory, and data center environments at a site in Pittsburg, Pennsylvania. The role includes end-user troubleshooting, support for manufacturing and laboratory systems and equipment, IT asset lifecycle management, and hands-on infrastructure support. The engineer coordinates with vendors, OEMs, and internal teams such as Network and Server teams to resolve high-priority issues and maintain site services. The position operates in a GMP/GxP environment where work must follow approved change controls, safety protocols, clean-room entry procedures, and quality standards. Responsibilities also include supporting data center maintenance activities, network connectivity, printers, audiovisual equipment, and physical infrastructure. The role requires approximately six years of experience.

Requirements

Six years of experience.
Strong troubleshooting skills across hardware, software, and operating system issues.
Experience supporting migrations or acquisitions in a pharmaceutical environment.
Highly responsive and proactive approach to customer support.
Familiarity with manufacturing, laboratory, data center, or distribution-center IT equipment.
Advanced troubleshooting and problem-solving capabilities for audiovisual devices and end-user IT and mobility issues.
Advanced communication skills for working with multiple teams and OEMs on high-priority issues.
Knowledge and experience managing power-shutdown maintenance activities involving data center network devices and servers.
Basic troubleshooting and problem-solving skills for network devices, including rack-and-stack work with routers, switches, firewalls, and wireless access points.
Knowledge or understanding of GMP and GxP environments.
Knowledge or experience working in a clean-room or manufacturing environment.
Strong focus on quality and attention to detail.
Experience supporting manufacturing or laboratory IT systems and devices.
Advanced Microsoft skills, including server support.
Understanding that PCs and servers in the environment must not be maintained or patched outside approved change-control windows and must not be rebooted without proper approvals.
Understanding of potentially isolated networks at MLL sites.
Understanding of critical support needs during P1 or P2 events, including proactive preparation of spares and crash carts.
Knowledge of 5S (LEAN) or similar practices for IT rooms and data centers.
Ability to follow clean-room entry procedures, use required gear and PPE, and comply with safety protocols for moving IT equipment around a building.

Responsibilities

Manage the IT asset lifecycle for the location or region, including vendor coordination for collection, secure storage, labeling, imaging, allocation, recovery, hygiene validation, disposal, and system updates.
Troubleshoot hardware, software, operating system, end-user device, and mobility issues, identifying the root cause of reported incidents.
Support manufacturing and laboratory IT systems and equipment, including scanners, printers, rugged tablets, PCs connected to specialized test equipment, and PCs used on manufacturing lines.
Provide advanced troubleshooting for audiovisual devices, including projectors, microphones, speakers, amplifiers, cameras, and displays.
Coordinate with Network and Server teams, vendors, and OEMs on high-priority issues.
Manage power-shutdown maintenance activities, including shutting down network devices and servers in the data center.
Provide basic troubleshooting and rack-and-stack support for network devices, including routers, switches, firewalls, and wireless access points.
Provide on-demand hands-and-feet support to technology teams and rack-and-stack support for commissioning or decommissioning infrastructure devices.
Provide vendors with physical access to site communication rooms, including IDF, MDF, MMR, data center, and server rooms.
Manage printer usage and coordinate with vendors to maintain continuity of print services.
Coordinate cable patching with vendors or provide it on demand.
Ensure basic site availability of LAN, Wi-Fi, video conferencing, printing, and voice services.
Install and configure hardware and software components for end-user use.
Follow approved change-control windows and obtain proper approvals before maintenance, patching, or rebooting systems or devices.
Apply site safety requirements, clean-room entry procedures, and proper equipment-handling protocols.
Follow best practices such as 5S (LEAN) or similar methods in IT rooms and data centers.
Provide proactive support during critical P1 or P2 events, including readiness of spares and crash carts.