L2 IT and Lab Helpdesk Support Engineer at SGS

ROLE OVERVIEW  • Job Title: L2 IT and Lab Helpdesk Support Engineer • Location: SGS ISL, Ringaskiddy, Co. Cork • Type:  On-site • Hours: 20 hours p/wDaily Operations • Ticket first line response. Investigate and troubleshoot applications and less complex problems, and work with IT Lab Application support to implement solutions. Respond to tickets in a timely manner. Communicate regularly on progress of resolution  • Perform general problem solving and assistance on diverse software applications and hardware systems  • Perform technical assistance and maintenance duties; maintain and update ticket system  • Maintain records such as network users, security, and tracking inventory levels of equipment / materials  • Perform systems support, maintenance, and testing for proper upkeep of systems; Troubleshoot system hardware, software, and network failures and conflicts • Participate in the review, evaluation and implementation of solutions relating to acquisitions and/or network updates  • Maintain currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems  • Support quality actions/deviation remediations • Escalate issues to IT Lab Application Specialist, Level 3 Infrastructure team or manager. • Ensure Systems Archiving is aligned to SOP Projects and Lifecycle Maintenance • Support IT applications for laboratory operations and new IT change or upgrade projects  • Assist with IT IQ/OQ (Lock Down, Backup, Restore, Disaster Recovery)  • Test and administer application security.  User profile creation for new systems with the business  • Maintain the lifecycle status of systems: Support Enrolment reviews, Periodic system Incident and change review data preparation, conduct scheduled user access reviews, Conduct Disaster recovery testing, monitor daily data backups. • Perform the installation, configuration and maintenance of computers, workstations and other related equipment and devices  • Liaise with vendors for lab application support and development where applicable with guidance from IT Lab Application Specialist.