Hybrid DWO/TOQIT Technician

Overview

Provide IT support, build, configure, maintain PCs and peripherals for lab and business users.

Key Responsibilities

• asset tracking
• sop management
• remote support
• pc deployment
• backup automation
• patch management

Tasks

-Track all incoming/outgoing activities via client's asset management system. Maintain Excel/SharePoint Trackers on all equipment, as well as in client's asset management system. -Update, review, and approve SOPs. -Off hour, Weekend and Vacation support for all operational assets and systems as needed. -Become visible and provide IT support to the customer and provide guidance and support as needed. -Work with vendors on troubleshooting and implementation of lab devices. -Engage with Quality Control representatives to ensure solutions are delivered and maintained to meet business goals and end user needs. -Support QC business by managing QC requests in a timely manner. -Support Users Remotely utilizing teams, Bomgar or Remote desktop. -Engage with Quality Control (QC) representatives to ensure solutions are delivered and maintained to meet business goals and end user needs. -Analyze Client Service calls for desktop devices and incident data to identify and advise Client of any potential user-training requirement and automation and to drive continuous service improvements. -Coordinate, prioritize, and manage the QCIT deliverables for new system implementation. -Create automatic backups of lab images and account access logs -Assist Lab personnel with remediation of machine and software accounts. -Build, Configure, Deploy and Maintain PC's and Peripherals specific to business users, manufacturing, and lab purposes. -Track logistics of equipment, transferring between stock rooms (both physically & logically) with attention to detail. Following litigation processes to ensure all equipment is quarantined properly. -Supports, manages, optimizes and maintains the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares. -Review and approve qualification documents. -This role be responsible for building and supporting day to day operations of all laptops and desktops in an operational environment. -Manage and maintain relevant SOPs and other documentation e.g., Knowledge Base articles following GxP, GmP and GDP practices. -Ensure all quality standards are met to comply with FDA, EMA and CDC standards. -Meet with vendors pre-implementation of new technology and ensure Client IT standards are met. -Adhere to scheduled appointments for asset recovery collections and e-waste processes. -Utilize COMAP to ensure only proper patching is sent to devices based off vendor and software needs. -Perform IQ and OQ activities where needed. -Create build records. Ensure GDP standards, sign and send to lab teams. -Use knowledge of technology to implement new automation and quality of life for lab personnel. -Coordinate and manage the deliverables of monthly maintenance events. -Provide guidance to clients and Support projects in progress in collaboration with other IT organizations. Interface and collaborate with other teams for issue resolutions. -Clean and prepare all hardware for reuse, which includes, running diagnostics and submitting OEM tickets for repair.

Requirements

• gxp
• servicenow
• active directory
• sccm
• windows
• customer service

What You Bring

-Good understanding of Skype, VPN and mobile device support -Knowledge of software distribution, patching and imaging technologies desirable -Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment. -Experienced with GxP compliance and Computer Systems Validation -Ability to lift 50lbs. -General understanding of network infrastructure of DNS, Proxy servers and firewalls -Understand and follow GxP, GmP and GDP Practices. -Must have valid license. -Have solid understanding of working in a fast-paced environment, supporting onsite clients as well as home office users. -Understanding of Office Suite and SharePoint Technologies -Working understanding of IT infrastructure and architecture. Knowledge of laboratory processes preferred -Ability to troubleshoot (hardware, software and connectivity) incidents through to resolution -Must have solid soft skills and be a good communicator. -At least 2 years of working experience in information technology. Excellent knowledge of English language (written and spoken). -Strong knowledge of laboratory instruments and related software applications -Solid knowledge of Windows, IOS or other computer operating systems -Ability to read and understand technical manuals, procedural documentation and OEM guides -Experienced with troubleshooting and problem-solving -Hands-on hardware troubleshooting experience -Experienced in Service Now ticketing system -Basic knowledge of LAN/WAN setups and concepts -Experience working in a team-oriented, collaborative environment with strong customer-service orientation. -Knowledge of Active Directory, SCCM or other User and Asset rights or deployment systems -Knowledge of IMAC, SLA's and Asset management, ITIL

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About Sky Systems

-Blends technical consulting with staffing expertise across North America. -Evolved into a full-service MSP and Cisco/Dell partner. -Delivers 24/7 on‑site and remote services. -Builds contact center solutions using Cisco, Avaya, and Genesys. -Web solutions complement core services, enabling seamless digital platforms alongside infrastructure support. -Despite modest size, has tackled complex deployments in aerospace, semiconductors, energy, and government sectors. -Maintains agility through lean teams, ensuring projects hit deadlines, budgets, and technical benchmarks.

Sector Specialisms