Support Analyst Jobs

About The Position

Requirements

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related technical discipline.
• At least five years of relevant IT experience, including experience in senior or advanced technical support.
• Demonstrated experience providing IT technical support in a complex enterprise environment.
• Experience supporting Microsoft Windows and macOS devices in a desktop-support environment.
• Experience installing, configuring, troubleshooting, and maintaining complex software applications.
• Strong working knowledge of Microsoft 365 applications and services, including Outlook, Teams, SharePoint, Power BI, and Power Apps.
• Experience supporting cloud-based storage, collaboration platforms, videoconferencing tools, and mobile devices.
• Knowledge of enterprise antivirus, patching, and endpoint-management practices.
• Understanding of basic networking concepts and infrastructure-support principles.
• Experience working with third-party suppliers and service providers.
• Ability to work independently and as part of geographically dispersed local and global teams.
• Experience operating in time-critical environments where technical disruption can affect business or production operations.
• Strong analytical and technical problem-solving skills, excellent written and verbal communication, and ability to explain complex technical concepts to non-technical stakeholders.
• Strong customer-service and consulting mindset; ability to manage multiple priorities while maintaining quality and attention to detail.
• Effective stakeholder, vendor, and supplier-management skills; sound judgment when addressing urgent or business-critical incidents.
• Strong organizational and time-management skills and ability to influence without direct authority.
• Commitment to quality, compliance, security, and reliable service delivery.
• Ability to collaborate effectively across countries, cultures, functions, and time zones.

Nice To Haves

• Experience supporting pharmaceutical, biotechnology, medical-device, or other regulated manufacturing environments.
• Experience with laboratory instrumentation and manufacturing automation systems.
• Knowledge of Good Manufacturing Practice and Good Laboratory Practice principles.
• Experience with ServiceNow or a comparable enterprise IT service-management platform.
• Project-management experience; PMP, PRINCE2, or a comparable qualification is advantageous.
• Knowledge of Lean or Six Sigma principles.
• Experience with continuous improvement and structured root-cause analysis.
• Experience leading technical teams, capabilities, or site-level support activities.
• Advanced technical knowledge in one or more areas such as database systems, systems architecture, specialty computing, network security, or operational technology.

Responsibilities

• Provide advanced technical support for end-user computing, infrastructure, laboratory systems, manufacturing applications, automation systems, and specialized computing devices.
• Investigate, diagnose, and resolve complex IT and automation incidents; manage incidents and service requests using approved IT service-management tools, including ServiceNow.
• Serve as a technical escalation point for local IT support teams and provide hands-and-eyes support for infrastructure and global service teams.
• Perform root-cause analysis and recommend sustainable corrective and preventive actions.
• Support desktop and laptop imaging, software installation, mobile-device deployment, and hardware lifecycle activities.
• Provide technical leadership for onsite support services such as AskIT or similar walk-up support models.
• Deliver specialist technical support across manufacturing, formulation, packaging, quality, laboratory, weigh-and-dispense, automation, and compliance environments.
• Support systems across corporate IT infrastructure, dedicated manufacturing networks, production environments, and laboratory networks.
• Partner with customers to maintain effective system operations and coordinate planned and unplanned downtime.
• Minimize technology-related disruption to manufacturing, quality control laboratories, and supply chain operations.
• Maintain appropriate patching and antivirus protection for supported systems; identify and manage risks associated with obsolete hardware, software, platforms, and equipment.
• Coordinate hardware and system lifecycle-management activities to improve reliability and reduce business risk.
• Deliver Operations Computing Services in accordance with service catalogues, standards, policies, service-level agreements, and operational-level agreements.
• Monitor ticket quality, service performance, customer satisfaction, and recurring technical issues, and maintain accurate configuration-management information for supported systems and devices.
• Contribute to the Operations Computing Service Improvement Portfolio; review support policies and processes and recommend practical improvements.
• Promote consistency and best practices across local, regional, and global operations sites.
• Support service-introduction activities, change planning, transition activities, and implementation of new support models; act as a focal point for locally managed applications and services.
• Provide technical consultation for projects, system implementations, enhancements, and service changes, ensuring proposed solutions align with architectural, security, compliance, and operational standards.
• Coordinate with project teams, service teams, vendors, Automation, Engineering, and business stakeholders during implementation and transition.
• Translate business and operational requirements into clear technical requirements and support solutions; ensure support, documentation, and escalation models are established before go-live.
• Track locally managed technical projects and communicate risks, dependencies, and progress to relevant stakeholders.
• Mentor junior team members, serve as a technical reference point in specialized areas, and provide technical leadership to local and regional onsite IT teams.
• Support local team priorities and serve as the first point of escalation when required.
• Build effective relationships with business customers, global service owners, process owners, IT teams, Automation, Engineering, Quality, and external suppliers.
• Communicate complex technical information clearly to technical and non-technical audiences and collaborate across regions and time zones.
• Support technology-platform or capability initiatives at site or regional level.