Sr. Engineer - IT Ops - Site Services

Under limited supervision,field incoming help requests by providing first level IT support and either resolve or escalate incidents in a timely manner. Provide updates within stipulated period and track open incidents till closure. Provide tech support by performing remote troubleshooting through diagnostic techniques and taking necessary steps to provide resolution, providing clear communication and customer support. Correctly logging Incidents, categorizing and prioritizing them in line with process and follow-up till closure. Identify and suggest possible improvements on procedures.

- Executes End user support services in Mauritius
- Provide onsite deskside and walk-up support for PCs, mobile devices, and thin clients.

- Support conference rooms and digital signage (local deployment and maintenance).

- Manage desktop, laptop, mobile device, and thin client lifecycle (stocking, issuing, redeployment, disposal).

- Provide local support for physical data/voice networks and global security devices under L3 guidance.

- Offer best-effort support for site-purchased handheld devices.

- Act as IT liaison with local site management.

- Manage front-office printers.

- Manage vendor relationships for hardware/software maintenance.

- Assist in maintaining the IT defined standards involving other stakeholders.

- Support IT Application installation as necessary.

- Support local customer initiatives and align with IT standards.

- Provide onsite and on-call support for critical issues.

- Maintain PC and software inventory.

- Use IT ticketing systems for incident tracking and resolution.

- Engage with customer / leadership team and provide proactive support.

- Flexible to work on shifts and weekends on-demand

Education:
BA/BS Degree in Information Systems or relevant work experience required
BS in Computer Science preferred
Experience:
Minimum of three (3) years of experience in IT infrastructure and desktop support required
Experience in support of back-office operation
Experience supporting Printer management.

Experience in working with ticketing system platform e.g. ServiceNow

Skills/Competencies:
Strong technical knowledge and ability to express complex technical concepts in terms that are understandable to the business
Working knowledge of supporting SAP clients on Windows preferred
Understanding of networking principles such as DNS, WINS, switching, routing, VLANs, and firewalls
Ability to administer vendor, outsourcer, consultant contracts and service agreements as appropriate within scope
Ability to work independently and prioritize workload as appropriate
Strong teamwork skills and ability to develop working relationships
Ability to interface effectively with people at all levels of the organization
Other Skills:
Demonstrates a strong drive for results
Proven ability to manage multiple projects toward timely completion
Collaborates productively as a team member
ORGANIZATIONAL RELATIONSHIPS/SCOPE:
The Sr. Engineer - IT Ops - Site Services reports directly to the Manager, IT Operations & Support. He/she works closely with both members of the IT and Site operation teams.
WORKING CONDITIONS:
The work environment is split between an office setting and IT environment. Travel to other Avantor sites will be required on occasion.
DISCLAIMER:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.
 
The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.
 
We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

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