It Lab Support

Há 3 dias

Rio de Janeiro, Brasil buscojobs Brasil Tempo inteiro

IT Lab Technician

On-site in Sao Paolo, Brazil

Long-term / on-going contract

Role purpose:

  1. This role is responsible for building and supporting day-to-day operations of all laptops and desktops in an operational environment.
  2. Provide IT support to customers and offer guidance and support as needed.
  3. Have a solid understanding of working in a fast-paced environment, supporting onsite clients as well as home office users.
  4. Provide off-hour, weekend, and holiday support for all operational assets and systems as needed.

Main responsibilities:

  • Build, configure, deploy, and maintain PCs and peripherals specific to business users, manufacturing, and lab purposes.
  • Adhere to scheduled appointments for asset recovery collections and e-waste processes.
  • Troubleshoot (hardware, software, and connectivity) incidents through to resolution.
  • Support users remotely utilizing Teams, Bomgar, or Remote Desktop.
  • Inventory control and asset management.
  • Experience working in a team-oriented, collaborative environment with a strong customer-service orientation.
  • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Support, manage, optimize, and maintain the configuration and installation of desktops, including patch updates and hardware replacements.
  • Create build records to ensure GDP standards are met.
  • Track all incoming and outgoing activities via the client's asset management system and maintain Excel/SharePoint trackers.
  • Manage and maintain relevant SOPs and documentation, e.g., Knowledge Base articles following GxP, GmP, and GDP practices.
  • Analyze client service calls for desktop devices to identify user-training requirements and drive continuous service improvements.
  • Track logistics of equipment, transferring between stock rooms with attention to detail.
  • Provide guidance to clients and support projects in collaboration with other IT organizations.
  • Clean and prepare all hardware for reuse, including running diagnostics and submitting OEM tickets for repair.
  • Assist lab personnel with remediation of machine and software accounts.
  • Create automatic backups of lab images and account access logs.
  • Meet with vendors pre-implementation of new technology to ensure client IT standards are met.
  • Work with vendors on troubleshooting and implementation of lab devices.
  • Perform IQ and OQ activities where needed.
  • Ensure all quality standards are met to comply with FDA, EMA, and CDC standards.
  • Implement new automation and quality of life improvements for lab personnel.
  • Utilize COMAP to ensure proper patching is sent to devices based on vendor and software needs.
  • Other ad hoc activities and reporting as required.
  • Update, review, and approve SOPs and qualification documents.
  • Coordinate and manage the deliverables of monthly maintenance events.
  • Engage with Quality Control (QC) representatives to ensure solutions meet business goals and end user needs.
  • Support QC business by managing QC requests in a timely manner.
  • Coordinate, prioritize, and manage QCIT deliverables for new system implementation.

Technical Skills:

  • Solid knowledge of Windows, iOS, or other computer operating systems.
  • Understanding of Office Suite and SharePoint technologies.
  • Experience in Service Now ticketing system.
  • Hands-on hardware troubleshooting experience.
  • Ability to read and understand technical manuals, procedural documentation, and OEM guides.
  • Knowledge of Active Directory, SCCM, or other user and asset rights or deployment systems.
  • Good understanding of Skype, VPN, and mobile device support.
  • Knowledge of IMAC, SLAs, and asset management, ITIL.
  • General understanding of network infrastructure, including DNS, proxy servers, and firewalls.
  • Basic knowledge of LAN/WAN setups and concepts.
  • Knowledge of software distribution, patching, and imaging technologies desirable.
  • Understand and follow GxP, GmP, and GDP practices.
  • Must have solid soft skills and be a good communicator.
  • Must have a valid license.
  • Ability to lift 50 lbs.

Preferred Qualifications:

  • Associate degree in an IT-related field or equivalent working experience.
  • At least 2 years of working experience in information technology with excellent knowledge of the English language (written and spoken).
  • Strong knowledge of laboratory instruments and related software applications.
  • Experienced with troubleshooting and problem-solving.
  • Experienced with GxP compliance and Computer Systems Validation.
  • Working understanding of IT infrastructure and architecture; knowledge of laboratory processes preferred.
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