2nd Line Support Engineer - Sterling Pharma Solutions
Sterling Pharma Solutions

Summary of Role
The 2nd Line Support Engineer is a technical specialist who has good skills in analyzing incidents and problems. They are also the escalation point for the 1st Line Support Engineers to assist, when required, to resolve an issue.
In this role you will be a very hands-on member of the IT Service Desk team responsible for the Group PC and server configuration, mobile device management and application support. The support engineers report into the IT Infrastructure Manager and provides support to users whilst assisting with the configuration and administration of the IT systems in support of on-going operations and projects.

This is an internal customer-facing role within EUT and requires excellent prioritization, responsiveness and customer service, escalating more technical issues to other team members along with good verbal communication skills.

Your Responsibilities

• Comply with all HSE requirements including safety policies and procedures
• Conduct safety audits
• Aware of all health and safety arrangements relating to Business activities and IT systems
• Accurate and complete recording of incidents from and to other internal groups using the Service Desk ticketing system
• Escalating Service requests, when necessary
• Resolution and recovery of assigned incidents
• Monitoring the status and progress toward resolution of all open incidents assigned to them
• Monitoring tasks of servers and network components and applications
• Keeping affected users informed about progress
• Escalation to 3rd party support vendors, when necessary

Requirements for the Role

• Graduate or equivalent.
• At least 3 years experience working in a hands-on IT support position, preferably gained within the pharmaceutical manufacturing industry
• A good understanding of cGMP compliance and validation

What We Offer
We offer a competitive compensation and benefits package including medical/dental/vision/life insurance, paid time off, bonus program, 401k match, tuition reimbursement, 24/7 employee assistance program, flexible work hours, and the opportunity for career training and development.

Diversity and Inclusion
Sterling values diversity and we are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, sex, pregnancy, age, national origin, physical or mental disability, past or present military service, marital status, gender identification or expression, medical condition (including genetic characteristics) or any other protected characteristic as established by law.

Location
This position is located in Germantown, WI, a vibrant city northwest of Milwaukee in Southeast Wisconsin. A great place to live, work and raise a family, Southeast Wisconsin offers a variety of activities and diverse cultural scene.

Why Consider Sterling?
Sterling Pharma Solutions is a global contract development and manufacturing organization (CDMO) with more than 50 years' experience in developing and manufacturing Active Pharmaceutical Ingredients (APIs). This is complimented by Antibody Drug Conjugate (ADC) research and development bioconjugation services.

We are a fast growing, dynamic business with facilities in the UK, Europe and the US, where we employ more than 1300 talented and passionate people who support our customers in bringing new medicines to market, improving and saving the lives of patients.

Our culture and our way of working is what really sets us apart as a business; we aim to deliver an exceptional experience to our customers and our employees. You can expect to be part of a supportive team, all working towards a shared goal: to deliver first-class science and service to our customers every day.

Sterling Pharma Solutions is an equal opportunity employer.
Be caring. Be transparent. Be willing. Be reliable.

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