Senior IT Support Engineer

 Location: Belgium - Zaventem | Job-ID: 208319 | Contract type: | Business Unit: System Engineering & Technicians

Life on the team

Are you passionate about IT and dealing with customers at all levels?  Do you have hardware/software breakfix experience? 

If so, then we would like to discuss your next career move! 

We are currently seeking a senior IT Support Engineer to join the Lab Computerized System Integration team at our client in Rixensart. This team is responsible for the installation, configuration of Lab Computers directly or indirectly linked to analytical equipment used in R&D Labs. The Lab CSI team has 2 fields of expertise: Lab Computer and Lab Data.

What you'll do

Key activities:
o    Be responsible of Helpdesk for Lab systems using existing Ticketing system
o    Ensure Hardware troubleshooting and possible replacement or repair  
o    Ensure OS troubleshooting leading to correction or restaging
o    Ensure Software troubleshooting leading to correction or re-installation
o    Ensure Troubleshooting for data transfer issues 
o    Provide Guidance and coaching for the usage of data storage solutions  
o    Escalate complex and GxP impacting issues to internal experts

For Lab Computers:
o    Connect new equipment / computer to network (domain, antivirus, etc.) –  computer provided in combination with the lab instrument 
o    Configure analytical software (functionalities activation, customization, etc.)
o    Collaborate with Equipment vendor for equipment commissioning, maintenance of the Equipment
o    Document software Installation and configuration
o    Document, if applicable and required Disaster Recovery Plan (DRP) and/or Backup-and-Restore plan 
o    Complete ALCOA + assessment (Data Integrity) 

• only for non-GxP systems 
• deploy quick win mitigations if technically feasible

o    proceed to technical software configuration and document as “Technical Expert” in the system validation process (CSV for GxP systems), including deployment of mitigation or remediation for Quality and Data integrity gaps and non-conformities 
o    ensure applicative access management setup for GxP systems, operating system and/or software level
o    ensure “change control” management and documentation for critical activities or GxP systems, software

For Lab Data:
o    Assess generated data types, volumes for new system (Raw Data, Meta Data, Log file, Audit trail)
o    Support scientists in the identification of primary records and critical data to be secured
o    Identify accurate data transfer and data storage solutions (existing solutions)
o    Configure of data transfer and data storage solutions
o    Document data transfer and data storage processes in a “User Guide” 

Support 
Support activities fully assigned:

• use existing ticketing system
• encode all activities, progress, status, resolutions 
• create a corresponding knowledge base to improve efficiency, continuity, quality 
• provide Metrics and KPI to Manager, being understood that the KPI shall be determined by both Parties, in the course of Statement of Work, namely according to   
  • categories (troubleshooting/bug, adaption/improvement)
  • response time, resolution time 
  • volume of tickets treated/closed, on hold tickets 

Additional Services
Potential Additional Services:
o    Upgrade of Operating Systems (e.g. Win7 to Win10)
o    Upgrade of Software versions
o    Setup of complex systems (Client-Server architecture)
o    Local coordination of Network-related projects for Lab facilities (network upgrade)  
o    SME for audit and inspection 
o    Review and/or revamping of Lab Computer integration solutions and processes, in collaboration with TECH and QA
o    Organization and rollout of Proof of Concepts
o    Documentation of new solutions, processes, functionalities
o    Review and/or revamping of Data Transfer and Data Storage solutions
o    Organization and rollout of Proof of Concepts
o    Documentation of new solutions, processes, functionalities
o    Definition of new data storage solutions in collaboration with End-users, Tech and QA

In addition to “lab computer integration” Services, which is the core business of the team, you will also support and guide for lab systems either at Hardware, Operating Systems or Software level.
Services are on-site from Monday to Friday (except public holidays and company closure periods), from 7:30 to 17:00. We request a fluent command of English and French, Dutch is a plus.

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.