2nd Line Support Analyst

Job DescriptionJob Summary:I am seeking a skilled and proactive 2nd Line IT Support Specialist to deliver technical support across regulated production and laboratory environments. Acting as a key liaison between the IT Helpdesk and end users, you will provide second-line support for business-critical systems and validated devices. Responsibilities include issue resolution, compliance with validation and quality standards, and ensuring minimal operational disruption.Key Responsibilities:Provide second-line support in regulated areas (e.g., labs, packaging, production systems)Troubleshoot and resolve hardware, software, and infrastructure issuesCapture and document detailed incident informationCollaborate with senior technical teams and external vendorsSupport installation/configuration of validated and non-validated systemsAssist in patching, updates, and system maintenanceEnsure adherence to validation standards such as CSV, GxP, and 21 CFR Part 11Maintain accurate support records via the helpdesk systemProvide onboarding and training to end usersIdentify and propose improvements in IT services and system performanceEssential QualificationsRecognised IT certifications (e.g., CompTIA A+/Network+/Security+, Microsoft MCSA/MD-100/MD-101, or Cisco CCNA) or equivalent experienceProficiency with Windows 10, Windows Server, and Active DirectoryUnderstanding of ITIL-based service delivery and change managementDesirable Skills & ExperienceStrong customer service across various communication channelsExcellent communication, problem-solving, and teamwork skillsAbility to manage priorities and deliver technical support in regulated environmentsBackground in pharmaceutical, biotech, or laboratory settingsExperience with Laboratory Information Management Systems (LIMS), SCADA/HMI, or PLC-based systems

Created: 2025-06-23