IT Senior Technical Support Specialist

IT Senior Technical Support Specialist (Hybrid Role)

Job Family: Information Technology

Job Description

The IT Senior Technical Support Specialist is responsible for the delivery of day-to-day IT services, providing technical resolution for incident and organizational change, coordinating standard design and solutions, service optimization, capacity challenges, and new systems implementation. The role collaborates with key partners, global service teams, and customers to ensure optimal service delivery for all local IT services, infrastructure, specialized lab, and manufacturing systems. The role also demonstrates technical proficiency and leadership for local and regional Onsite IT Teams, including performing the Operation Computing Specialist (OCS) - IT Specialist Technical Support function tailored to factory operations, production lines, and laboratory systems.

Role Specific Responsibilities

• Deliver effective end-user services within a team.

• Mentor junior staff and act as a reference point in specialized areas.

• Conduct analysis and prepare quality reports for IT services.

• Independently diagnose and resolve complex issues related to AZ systems and applications.

• Provide technical leadership supporting a genius bar (AskIT) and just-in-time technical support to customers.

• Meet SLA/OLA reviews, ticket reviews, and customer satisfaction reports/surveys.

• Liaise with global IT teams and non-IT/IS customers, communicating information effectively.

• Support hardware image configuration for desktops and laptops.

• Provide "hands and eyes" support for local site infrastructure services.

• Maintain configuration management data for relevant OCS-supported systems.

• Review policies and processes, recommending enhancements.

• Deliver specialist IT technical support to Operations estate, including Automation, Formulation, Packaging, Manufacturing, Quality, and Compliance Systems.

• Consult with customers to lead effective system operations, including planned and unplanned downtime.

• Perform technical and quality work activities, identifying root causes and resolutions.

• Assist in transition support and change planning, collaborating closely with project and service teams.

• Ensure OCS-supported systems maintain proper patch and anti-virus levels.

• Run local Service Introduction activities and support models.

• Act as a focal point for local applications management.

• Support local OCS team tasks and act as first point of escalation.

• Ensure local teams meet performance goals and adhere to OCS policies.

• Give to the Operations Computing Service Improvement Portfolio.

• Handle incidents and resolve complex IT and automation system issues.

• Support service change requests and architectural standards implementation.

• Provide consultation services for new projects.

• Safeguard reduced breakdowns in manufacturing, QC laboratory facilities, and supply chain operations.

• Mitigate risk from obsolete platforms through hardware and system lifecycle management practices.

Education, Qualifications, and Experience

Essential

• Bachelor’s degree in computer science, Engineering, or related technical field.

• Minimum of at least 5 years of IT experience, or 3 years in a senior IT technical support role.

• Experience supporting Windows and MacOS in a Desktop Support environment.

• Knowledge of Lenovo desktops and laptops, MS operating systems, and applications.

• Ability to install and configure complex software applications.

• Validated expertise in supporting Microsoft Office applications, especially Outlook, MS Teams, Sharepoint, PowerBI, and PowerApps.

• Experience with cloud-based storage solutions, MS Teams, Zoom, and collaboration tools.

• Knowledge of antivirus software within an enterprise environment.

• Consistent track record in IT Technical support and delivery.

• Ability to work independently or as part of a team.

• Experience with third-party suppliers and supporting Apple Mac OS and iOS software.

• Experience in setting up and deploying mobile devices.

• Experience in laboratory instrumentation and manufacturing Automation systems.

• Awareness of Quality and Compliance principles (GMP, GLP).

• Understanding of basic network engineering principles.

• Familiarity with IT Technical or functional support background.

• Experience working in a global organization with geographically dispersed team members.

Skills and Capabilities

Essential

• Strong written and verbal communication skills, including relationship and consulting experience.

• Knowledge and experience with vendors / suppliers and with systems and solutions.

• Familiarity with working in an international, multi-time zone support environment.

• Analytical, interpersonal, communication, organizational, numerical, and time management skills.

• Demonstrable ability to multitask effectively while maintaining high quality.

• Commitment to exceptional customer service.

• Advanced technical proficiency in applicable technology (database systems, architecture, specialty computing, network security).

• Ability to operate in a time-critical environment.

• Extensive knowledge of the local technical environment, including Corporate IT Infrastructure, Dedicated Manufacturing Networks, Lab, and Production environments.

• Support transition and change planning, collaborating closely with project and service teams.

• Work as part of a distributed team to ensure consistency and standard methodologies across factory operations.

Desirable

• Knowledge of Lean or Six Sigma Principles

• Experience leading people and continuous process improvement

• Project management experience

• Experience in laboratory instrumentation and manufacturing Automation systems

• Awareness of Quality and Compliance principles, Good Manufacturing or Good Laboratory Principles (GMP, GLP)

Key Relationships to Reach Solutions

Internal (to AZ or team)

• Key business partners

• Other Internal IT Support teams

• Process Management teams

• Colleagues and Team members across ETS

• Global process and systems owners

• Architecture, Strategy, Innovation, Delivery, and Capability functions

• OpsIT Regional Leads

• Factory Operations Capability Leads

• Site Automation Teams

• Other Team members and members of OCS across all sites

• Local Ops IT Site Lead

• OCS IT Specialists

• Site IT Technical Manger and Leads across other sites in the region

• Process and Technical Leads across the region

External (to AZ)

• Third Party Suppliers

• Service Providers

• External Networks

• Network forums

• Service and project delivery managers and external service providers