Engineer III, Business IT

Work Schedule

Environmental Conditions

Job Description

Summary

• To provide 1st - 3rd level technical support for Swindon and Bishops Stortford IT production infrastructure
• To understand the underlying technology in order to resolve feasibility of requests and deal with technical experts
• To understand the constraints of time, quality and cost in order to deliver the best solutions and support to the business
• Strong customer service skills. This is a client facing role!
• Act as project facilitator between site project requests and corporate teams to deliver Thermofisher infrastructure builds

Scope

• IT Compliance
  • Work in compliance with regulatory and site quality guidelines
  • Ensure changes to electronic systems are fully documented and performed in a controlled manner
  • Follow procedures laid down in relevant site Standard Operating Procedures
• Servers Administration
  • Provide Administration of Servers
  • Solve user access problems.
  • Intensify any problems that cannot be resolved to the appropriate person
  • Document and notify relevant personnel of any changes, issues or potential issues
  • Active directory administration.
• Desktop and HMI support
  • Support site dedicated desktop and HMI devices when required.
  • Arrange replacements should hardware failure occur
• Projects
  • Support all site and global projects
  • Highly organised to meet all deadlines
• Vendor support
  • To collaborate closely with vendors who support IT systems.
  • Support with trouble shooting activities.
  • Host vendor remote access sessions when required
• Backup and Security Management
  • Administration of backup routine, including monitoring, restoration of files, tape changes, rotation and labelling
  • Administration of anti-virus software including ensuring pattern files are successfully updated
  • Administration of Windows security patches on isolated networks.
• Other IT support Activities
  • Taking ownership of relevant support calls
  • Providing help and support to all users if requested or ensuring that the correct IT team member takes on the request
  • Assisting other members of the IT team as directed to do so
  • Provide support and assistance to the Global Monitoring team that monitors site equipment
  • To create support documentation for new systems and processes

Location

• Patheon UK Limited, Swindon, Wiltshire, UK
• Willingness to travel internationally and work out of other Patheon locations is crucial

Key Responsibilities:

• To administer IT tickets and ensure all requests and incidents are allocated correctly and prioritised accordingly
• To provide 1st – 3rd line support to production systems, by telephone, remotely or face to face and raise any unresolved issues correctly
• Provide IT technical guidance to the users in the implementation and/or upgrade of Condo specific applications
• One team mentality – proactively learn new technology and share knowledge within the team to remove support risk and knowledge gaps.
• Develop strong partnerships with IT Shared Services teams, and other Pharma Services IT colleagues, to support delivery of IT service excellence for the local site
• To be accountable for IT project actions as directed
• Review and update SOP’s within the appropriate business area
• Provide site and global support for any projects linked to IT infrastructure.
• Qualification documentation (IQ’s, OQ’s, PQ’s)
• IT Maintenance schedules
• Backups technology

Internal communication

This role will communicate with;

• All global IT colleagues
• All partners, key application users and users

External communication

• With 3rd party vendors and consultants
• Clients

Qualifications

English is a mandatory language but knowledge of French, Italian or Swiss/German would be an advantage.

• Education
  • 5 years’ experience as an infrastructure engineer in a commercial and/or manufacturing environment.
  • Degree or equivalent experience in a computing related field is desirable

• Technical

• To have strong working knowledge of the following:
  • Active Directory
  • TCP/IP, MS services (DNS, WINS, DHCP, etc.)
  • Virtual Environments (VMWare)
  • Network and Systems Administration software
  • Network and Systems Security
  • Cisco network infrastructure

• Management
  • Excellent organisational, communication both verbal and written
  • Assist fellow team members with complex issues
  • Experience of managing 3rd party vendors/ subcontractors/consultants
  • Must be able to interact with people from all functions at all levels

• Business
  • Excellent customer facing skills
  • Experience of working within the pharmaceutical industry - Preferred
  • Customer focused, understand the needs of a rapidly changing environment

• Ability to suggest another solution when technology adds complexity or excessive costs
• Dynamic, self-motivated, pro-active, flexible approach to taking on assignments
• Creativity, judgement and analytical thinking!
• Ability to work with critical timelines

Health & Safety:

• Understand emergency procedures and safe systems of work
• Compliance with all EH&S requirements
• Observe safety behaviour in the working environment