JD - IT Facility Management Services (FMS) Support Engineer L2
Experience
Minimum 7 years of experience in End User Computing, Desktop Support, Network Support,
and Pharmaceutical IT Operations.
Qualification
- Bachelor's Degree / Diploma in Computer Science, IT, Electronics, or equivalent.
- ITIL Foundation certification preferred.
Job Purpose Provide day-to-day onsite IT operational support for end users, IT assets, networks, and business-
critical applications while ensuring compliance with GxP and corporate IT standards.
Key Responsibilities
End User Support
- Provide Level-2 support for desktops, laptops, printers, scanners, and mobile devices.
- Diagnose and resolve hardware and software incidents.
- Support Windows operating systems and standard business applications.
- Manage user accounts and access requests.
Hardware Asset Management
- Installation, deployment, and replacement of IT hardware.
- Maintain IT asset inventory and lifecycle records.
- Coordinate repair, warranty, and vendor support activities.
- Perform periodic asset verification and reconciliation.
Network Support
- Troubleshoot LAN, WAN, Wi-Fi, VPN, and connectivity issues.
- Coordinate with infrastructure teams for network escalations.
- Support meeting room and conferencing technologies.
Application Installation & Qualification
- Install, configure, and support approved applications.
- Assist in application qualification and validation activities for GxP systems.
- Maintain installation and qualification records.
Incident & Ticket Management
- Handle incidents and service requests through ITSM tools.
- Ensure SLA compliance.
- Provide timely updates and resolution documentation.
- Escalate issues appropriately.
QMS Compliance
- Initiate and support:
- Incidents
- Deviations
- Change Controls
- CAPAs
- Follow IT operational and compliance procedures.
Backup Verification Support
- Assist in backup verification activities.
- Participate in recovery testing activities where applicable.
Routine Troubleshooting
- Hardware troubleshooting.
- Network troubleshooting.
- Software troubleshooting.
- User access and authentication support.
- Peripheral device support.
Audit & Inspection Readiness
- Maintain IT records and documentation.
- Support GMP audits and regulatory inspections.
- Ensure all assigned systems remain compliant and inspection-ready.