Title:  Sr Technical Site Support

This is a 100% onsite role in Exton, PA. Candidates applying must be within a 50 mile radius to the job location.

Who We Are:

At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?  

There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.  

We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.  

Job Summary:

The Sr. Tech Site Support position will work collaboratively with the regional and global D&T team and is responsible for maintaining all aspects of the site’s infrastructure, end user device functionality, and workload prioritization in line with documented procedures while adhering to all corporate guidelines. This role demands a blend of technical expertise, exceptional communication skills and strategic thinking to drive the success of technology initiatives throughout the organization.

Note:  This is not a hybrid position and 5 days per week (Mon to Fri) in-office presence is required.

Essential Duties and Responsibilities:

• Provide support for all D&T systems within the site, including, but not limited to desktop computers, laptops, tablets, iOS devices, collaboration tools/systems, access control/CCTV devices, LAN/WAN equipment where required (with Infrastructure/Cybersecurity team assistance), etc.
• Provide technical guidance and support to all end users/stakeholders.
• Collaborate in the development, implementation, deployment and maintenance of D&T systems and solutions at the site.
• Assist in evaluating new technologies and tools to enhance D&T capabilities.
• Perform troubleshooting efforts and problem resolution for the site and alert management of any identified security risks.
• Collaborate with the regional and global D&T organization to maintain the service catalogue and defined Service Level Agreements (SLAs) in alignment with global / regional and site-specific D&T services.
• Ensure compliance with relevant IT policies, standards, and regulations.
• Monitor day-to-day site operations to ensure system availability and performance efficiency.
• Utilize and leverage Service Management tools for tracking workloads and SLAs.
• Participate (if required) in “on-call” support rotation.
• Foster a collaborative and innovative team environment.
• Participate in training sessions to enhance technical skills within the team.
• Build strong relationships with internal clients to understand, empathize with and address individual technological needs.
• Perform duties in line with best D&T practices and applicable regulatory requirements (i.e. cGMP, Computer System Validation, 21 CFR part 11 compliance).
• Act as liaison between the D&T team and other business units.
• Demonstrate a professional attitude, exemplary behavior and work ethic and conform with and abide by all regulations, policies, work procedures, instructions, and all safety rules.
• Perform other duties as assigned based on business needs. 
• Act in accordance with the company’s Guiding Principles and adhere to the corporate Code of Conduct policy.
• Compliance with all local site Environmental, Health and Safety regulations.
• Compliance with all local site company policies, procedures, and corporate business policies.

Education and Experience:

• Bachelor’s degree or equivalent experience in Computer Science

• Minimum of 3-5 years of experience within IT support and / or IT operations
   

Preferred Knowledge, Skills and Abilities:

• Excellent communication, interpersonal and negotiation skills (including all levels of management)
• Strong service-oriented mindset
• Ability to work independently and meet strict deadlines
• Open and accepting of change
• Strong project management / coordination skills
• Experience working in collaboration with international teams
• Comfortable in completing a variety of atypical assignments

• Comply with all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
• Support and contribute to Lean Sigma programs and activities towards delivery of the set target
• Ability to comply with the company’s safety policies at all times
• Working knowledge of a manufacturing environment

• Required Language: English

Specific skills and abilities:

• Desktop support including MS Office Suite
• MS Windows Server administration knowledge
• Network technologies/protocols and administration
• Microsoft Active Directory
• MacOS knowledge (preferred)
• ITIL Foundation Certification (preferred)

Physical and Travel Requirements

• Light – exerting up to 20lbs/9kg of force frequently, and/or negligible amount of force frequently constantly to move objects.  If the use of arm and/or leg control requires exertion of force greater than that of sedentary work and if the worker sits most of the time, the job is considered light work
• This role operates in a dynamic office environment, with occasional requirements for onsite visits to other local data centers or offices.
• May require extended hours and/or availability outside of regular business hours to meet project deadlines or address critical issues.

#LI-DJ1

West embraces diversity and equality of opportunity. We foster an environment where all individuals are safe, treated fairly, valued and respected. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, disability status or other applicable legally protected characteristics. Where permitted by law, employment with West Pharmaceutical Services, Inc. or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of post-offer background screening and/or drug screening.