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Title:  Senior Technical Support Specialist

Requisition ID:  55161
Date:  Sep 23, 2022

Shanghai, Shanghai, CN

Department:  Digtl & Transfrmtion



Working at West means having an opportunity to work by the side of our patients and customers, our global team members and the communities in which we operate – which all help contribute to a Healthier World.


At West, we are by the side of patients. The work we do impacts patients’ lives each and every day – our products are a critical part of healthcare delivery and we are proud of the role we play to improve patient health. We work by the side of our team members. We come together as one global team to deliver for our customers and help them address their challenges. We are a diverse, close-knit community of professionals, where everyone has a voice and opportunity to learn and grow through mutual trust and respect. With a 95 year plus history, we have a track record for success, which includes reported sales of $2.14B in 2020. We serve by the side of our community. Giving back is in our DNA—our team members across more than 50 sites globally are involved with hundreds of charities that have special meaning to them through our West Without Borders team member-led giving program.


Job Summary:

The Senior Technical Support Specialist is required to provide administrative and technical end user support in West manufacturing facilities and offices in the APAC region. The person is expected to provide 24/7 technical assistance via email, phone and in-person support whichever deem necessary upon activation.


S/He must also have good understanding, troubleshooting experience and knowledge of the backend infrastructure support which includes but not limited to network and server support. Additionally, the person is expected to resolve incident and problem tickets logged in the JIRA ticketing system and be able to provide support to 3rd party application programmes like PMXpert, Solidworks, Minitab, Tradenet, etc. The person is preferably to have strong project management and execution experience, especially on local and regional basis are required. The person must be able to work with various stakeholders to complete projects and jobs assigned to him/her.


This role will have to work and engage with D&T and other global and regional teams to provide robust and reliable services to ensure high system availability to the business operations and end users in the region.


Essential Duties and Responsibilities:

  • Provide 1st and 2nd level support and assistance pertaining to network, server and IT infrastructure related matters
  • Provide end user client computing support like Windows 7&10, MS Office suites, Live meeting and etc.
  • Provide Data Centre management and support
  • Provide solution to incident and problem tickets reported in the JIRA ticketing system
  • Co-ordinate purchase of IT hardware and software
  • Inventory control of IT hardware and software
  • Works within and participates in the Change Control process and complies with all documentation requirements, SOP, SOI and Job aids
  • Provide Service Desk support for end users, remote users and MES Systems
  • Manage user account in Westpharma domain and user access rights in different computer system
  • Provide end user training whenever necessary
  • Strong project management and execution mainly for local projects and some regional projects
  • Be able to liaise and work with various stakeholders to accomplish the projects in the region
  • Be able to work and follow up closely on any assigned jobs and projects till completion
  • Occasion evening meeting may be required for project discussion and work assignment
  • Other duties as assigned


Basic Qualifications: 

  • Bachelor’s degree in Computer Science, Computer Engineering or related field
  • Minimum 5+ years of experience in related fields
  • IT Certifications (MCSE, CCNA & ITIL)




Preferred Knowledge, Skills and Abilities:

  • Good knowledge and understanding of LAN/WAN and server infrastructure
  • Experience in supporting and rectifying LAN/WAN and server infrastructure related issues
  • Well versed in end user client computing in terms of setup, configuration and technical support
  • Some knowledge of IT Security is required
  • Basic to intermediate experience in Data Centre management and support
  • Experience working with the ITIL methodology
  • Project management and execution experience preferred
  • Preferably with some knowledge of SAP systems
  • Vendor management experience preferred
  • Able to comply with the company’s safety and quality policies at all times
  • Must have ownership, self-initiative and proactive attitude towards work
  • Good communication skills
  • Must be able to read, write and communicate in English language
  • A team player


Travel Requirements:

  • Must be able to travel up to 5% of the time in APAC region


Physical & Mental Requirements:

  • Office environment
  • Sedentary work
  • Some physical work may be required for mounting and dismounting of IT equipment occasionally







West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.  If you have a special need that requires accommodation in order to apply to West, please send an email to  Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening and/or a pre-employment drug screening.

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