IT Technician Operations Center

About the company

We have production facilities in India, Sweden, USA, Belgium, and France and head office located in Baar, Switzerland.

Global IS/IT is a global organization dedicated to supporting business with everything from strategy execution to operational delivery. We are on an exciting growth journey and will now establish a new IT Operation center in India. This will be an important part of Global IS/IT, providing essential support to our end users within the company. As IT technician Operation center, you will be a key player in the start-up of this IT Operation center.

The position is based in Ambernath, but your responsibility will be global. You report to the Manager Operation center.

About the site

Polypeptide Ambernath, India site has been built in 2009 as a green field facility in an area controlled by the Maharashtra Industrial Development Corporation (MIDC). This is a 100% Export Oriented Unit (EOU). This facility operates in strict compliance with the environmental laws of the state of Maharashtra and the Federal Government of India. The facility mainly employs solid-phase peptide synthesis (SPPS) and currently produces generic commercial products sold worldwide.

What we offer
- Good MNC working environment.
- Possible international business travels if required.
- Company Bus facility from Ambernath Railway Station to office and back.
- Subsidized canteen facility.

About the role
- The primary objective of this role is to work with tickets and phone calls (primary incidents and service requests) and try to resolve them immediately as 1st line technician. Or to dispatch the ticket to the right resource in the organization after reviewing the category and the priority.
- You will be covering India (Ambernath), Europe and US PST time[AR1] zone which will include working in different shifts outside normal office hours.
- You will be under the supervision of the Manager for the operation center, who will be your reference in case of issues.
- You are responsible for following Global IS/IT processes and procedures related to how we work.
- You will collaborate in the implementation of Global IT standards.
- Contribute to the updating of the system documentation to ensure it's up to date and compliant.

Skill and Competence:
**Profile**:

- Bachelor's degree in computer science.
- 3 or 5 years of experience in a worldwide company as remote first line support technician.
- Excellent written and verbal communication skills in English.
- Problem solving mindset.
- Enjoy working as part of a team while also demonstrating autonomy in your work.
- Knowledge about the ITIL framework, in particular Incident management and Service request management.
- Enjoy interacting with people and providing excellent service and support.

Knowledge in:

- Microsoft:

- Office 365 suite
- Azure/Entra
- Active Directory
- Basic Network: TCP/IP, DHCP, DNS, VPN, Vlan Firewall, Wi-Fi
- ITIL framework
- Remote support tool (e.g. Team viewer)

Meritorious
- Experience from working in ITSM tools such as Manage Engine ServiceDesk Plus, Jira or ServiceNow.
- Experience from working within the life science industry (pharma and GMP)
- Knowledge in the French language is an advantage
- Previous experience from working in shifts outside normal office hours