Desktop Support Engineer

Desktop Support Engineer

Onsite day 1 - Santa Clara, CA

What are the top 3 skills required for this role?

• Desktop Support at an Enterprise level
• Data centre Knowledge and Troubleshooting skills
• Health Care / life Sciences domain Knowledge
• Excellent communication skills

Job Description/ Responsibilities

• Experience in supporting overall manufacturing / lab IT systems and IT devices.
• Familiarity with manufacturing, lab and Data Centre IT equipment
• Includes but is not limited to scanners, printers (Zebra, etc..), tablets, PCs attached to specialized test equipment, PCs used on the manufacturing line, etc..
• Advanced Troubleshooting / Problem Solving capabilities for AV devices (projectors, microphones, speakers, amplifiers, cameras, and displays)
• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident reported by end users for IT devices and mobility support/management
• Advanced communications skills to work with multiple teams (Network, Server) and/or OEMs on high priority issues.
• Good Knowledge and experience in managing Power Shut Down maintenance activities which includes shutting down network devices and servers in Data Centre
• Manage IT Asset lifecycle management for the location/region including, asset collection coordination with vendor, secure storage, labelling, imaging, allocation, recovery, hygiene validation, disposal, and system updates.
• Basic Troubleshooting / Problem Solving capabilities (L1 level) for network devices which includes rack and stack (Routers, Switch, Firewalls, Wireless Access points)
• Knowledge / Understanding of GMP and GxP
• Knowledge / Experience on working in a Clean Room environment and/or Manufacturing environment.
• Strong focus on quality and attention to detail
• Provide smart Hands and Feet support for Technology team on demand
• Rack and Stack Support for commissioning/decommissioning infra devices to be provided.
• Provide physical access to vendors on demand for site/Communication rooms – IDF/MDF/MMR and Data Centre/Server room.
• Good Knowledge and experience in managing Power Shut Down maintenance activities which includes shutting down network devices and servers in Data Centre
• Printer Management/usage monitoring and coordinate with Vendors to ensure print services continuity.
• Co-ordination for cable patching with Vendors or enable on demand.
• Ensure basic Network connectivity (LAN), Wi-Fi access / Video Tandberg / Printer/ Voice are available at site
• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident reported by end users for IT devices and mobility support/management
• Installing and configuring hardware and software components to ensure usability by end users
• Manage IT Asset lifecycle management for the location/region including, asset collection coordination with vendor, secure storage, labelling, imaging, allocation, recovery, hygiene validation, disposal, and system updates
• Experience in supporting overall manufacturing / lab IT systems and IT devices o Familiarity with manufacturing, lab or distribution centre IT equipment o Includes but is not limited to scanners, printers (Zebra, etc..), rugged tablets, PCs attached to specialized test equipment, PCs used on the manufacturing line, etc.
• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident
• Advanced communications skills to work with multiple teams and/or OEMs on high priority issues
• Advanced Microsoft skills (server support, etc.)
• Knowledge / Understanding of GMP and GxP
• Knowledge / Experience on working in a Clean Room environment and/or Manufacturing environment
• Strong focus on quality and attention to detail
• Safety training and proper PPE and/or Lab requirements always apply
• Understanding of GMP / GxP environment o PCs / Servers cannot have any sort of maintenance or patching without approved change control windows o No systems or devices should ever be rebooted without proper approvals o Often MLL sites may have isolated networks
• Understanding of what critical support means during a P1 or P2 event (i.e. proactive support – spares, crash carts, etc.)
• Ensure best practices are followed and understood:

o 5S (LEAN) or similar methodology in IT rooms / Datacentre o Requirements to enter a clean room

 Proper entry procedures, proper gear, etc.

o Safety protocol for moving IT equipment around the building (carts, trikes, push carts, etc.)"

Onsite day 1 - Santa Clara, CA

What are the top 3 skills required for this role?

• Desktop Support at an Enterprise level
• Data centre Knowledge and Troubleshooting skills
• Health Care / life Sciences domain Knowledge
• Excellent communication skills

Job Description/ Responsibilities

• Experience in supporting overall manufacturing / lab IT systems and IT devices.
• Familiarity with manufacturing, lab and Data Centre IT equipment
• Includes but is not limited to scanners, printers (Zebra, etc..), tablets, PCs attached to specialized test equipment, PCs used on the manufacturing line, etc..
• Advanced Troubleshooting / Problem Solving capabilities for AV devices (projectors, microphones, speakers, amplifiers, cameras, and displays)
• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident reported by end users for IT devices and mobility support/management
• Advanced communications skills to work with multiple teams (Network, Server) and/or OEMs on high priority issues.
• Good Knowledge and experience in managing Power Shut Down maintenance activities which includes shutting down network devices and servers in Data Centre
• Manage IT Asset lifecycle management for the location/region including, asset collection coordination with vendor, secure storage, labelling, imaging, allocation, recovery, hygiene validation, disposal, and system updates.
• Basic Troubleshooting / Problem Solving capabilities (L1 level) for network devices which includes rack and stack (Routers, Switch, Firewalls, Wireless Access points)
• Knowledge / Understanding of GMP and GxP
• Knowledge / Experience on working in a Clean Room environment and/or Manufacturing environment.
• Strong focus on quality and attention to detail
• Provide smart Hands and Feet support for Technology team on demand
• Rack and Stack Support for commissioning/decommissioning infra devices to be provided.
• Provide physical access to vendors on demand for site/Communication rooms – IDF/MDF/MMR and Data Centre/Server room.
• Good Knowledge and experience in managing Power Shut Down maintenance activities which includes shutting down network devices and servers in Data Centre
• Printer Management/usage monitoring and coordinate with Vendors to ensure print services continuity.
• Co-ordination for cable patching with Vendors or enable on demand.
• Ensure basic Network connectivity (LAN), Wi-Fi access / Video Tandberg / Printer/ Voice are available at site
• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident reported by end users for IT devices and mobility support/management
• Installing and configuring hardware and software components to ensure usability by end users
• Manage IT Asset lifecycle management for the location/region including, asset collection coordination with vendor, secure storage, labelling, imaging, allocation, recovery, hygiene validation, disposal, and system updates
• Experience in supporting overall manufacturing / lab IT systems and IT devices o Familiarity with manufacturing, lab or distribution centre IT equipment o Includes but is not limited to scanners, printers (Zebra, etc..), rugged tablets, PCs attached to specialized test equipment, PCs used on the manufacturing line, etc.
• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident
• Advanced communications skills to work with multiple teams and/or OEMs on high priority issues
• Advanced Microsoft skills (server support, etc.)
• Knowledge / Understanding of GMP and GxP
• Knowledge / Experience on working in a Clean Room environment and/or Manufacturing environment
• Strong focus on quality and attention to detail
• Safety training and proper PPE and/or Lab requirements always apply
• Understanding of GMP / GxP environment o PCs / Servers cannot have any sort of maintenance or patching without approved change control windows o No systems or devices should ever be rebooted without proper approvals o Often MLL sites may have isolated networks
• Understanding of what critical support means during a P1 or P2 event (i.e. proactive support – spares, crash carts, etc.)
• Ensure best practices are followed and understood:

o 5S (LEAN) or similar methodology in IT rooms / Datacentre o Requirements to enter a clean room

 Proper entry procedures, proper gear, etc.

o Safety protocol for moving IT equipment around the building (carts, trikes, push carts, etc.)"