Technical Services Specialist - Infrastructure Engineer

PURPOSE OF THIS ROLE IS TO:

- Maintain the integrity and availability of the onsite IT Service with our customer
- Support the use of IT services and related IT Infrastructure Components/systems
- Produce Technical and GMP documentation as required by Infrastructure Lifecycle procedures and manage all changes/updates through Change Control processes

KEY RESPONSIBILITIES

- Compliance with Standard Operating Procedures, Policies and Guidelines
- Compliance with GMP's, Good Manufacturing Practices
- Provide day to day support to End Users and assist in delivering projects with assistance from the Project Manager
- Provide support for locally controlled onsite Servers, including building, backing up and restoring locally controlled Servers (where applicable)
- Provide support of printers, standalone and networked
- Provide support for all IT peripherals - Telephones, Scanners, Modems, Faxes etc
- Provide applicable support of Network Cabling/Infrastructure, Switches, Hubs, CAT cabling, Voice Cabling etc
- Log all standard requests and ensure they are responded to in line with the Service Level Agreements
- Assign Service Requests, Incident Tickets to the Customer Service Desk (where applicable)
- Provide input into the Design process and communicate Designs back to the customer
- Generate/update documentation, procedures to the required standards, policies and guidelines
- Ensure all works carried out are done in a safe/efficient manner while complying with relevant customer standards, policies, rules and permit procedures
- Participate in Audits (both internal and external) as required
- Participate in problem resolution and emergency response actions as per agreed process
- Maintain active co-ordination between various customer sites - Global IT teams and Service Desk to ensure local alignment of IT services with regional and global standards, guidelines and procedures.
- Provide updates to the Projects and QA Co-ordinator and Project Manager as required
- Provide Out of Hours support when required

WHAT YOU NEED

- Previous experience of working in cGMP environment and related GMP documentation experience (such as the development of User Requirements Specifications, Traceability Matrices, IQs and OQs and Qualification Plans and execution of protocols)
- 3rd level qualification/appropriate experience preferable.
- Hardware/Software experience to include:
- Windows 2000/2003 Active Directory
- MS Windows Win7
- MS Office Suite
- Server Management
- Experience of LANs, WANs, Switches, Routers, Telephony systems - Ability to work in a team environment, demonstrating initiative and flexibility
- Drive continuous improvement of overall IT Service Provision