Title:  Senior Technical Support Specialist, D&T

Job Summary

The Senior Technical Support Specialist is required to provide administrative and technical end user support in West manufacturing facilities, offices and warehouses 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 technical troubleshooting experience, knowledge and good understanding of the backend infrastructure support which includes but is 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 JAMF, Solidworks, SCCM, Intune, etc. The candidate must 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 technical support and assistance pertaining to network, server and IT infrastructure related matters
•Provide end user client computing support like Windows 10&11, MS Office suites, Live meeting, Zscaler 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
•Some fundamental knowledge on DR drill and DR documentation
•Occasion evening meeting may be required for project discussion and work assignment
•Other duties as assigned

Education

Bachelor’s degree in Computer Science, Computer Engineering or related field

Work Experience

Minimum 5+ years of experience in related fields

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 on work
•Good communication skills
•A team player

License and Certifications

IT Certifications (MCSE, CCNA & ITIL)