IT Support Engineer

**Responsibilities**:

- **Asset Management**:

- Manage assets for Laboratory Computing Systems (LCS) sites globally.
- **Technical Support**:

- Troubleshoot and provide technical support for instrument software and connectivity.
- Collaborate with Original Equipment Manufacturers (OEM) for issue resolution.
- **System Understanding**:

- Gain expertise in LCS imaging processes, core benchtop suite, and systems management tools.
- **Installation and Documentation**:

- Deliver installations, documentation, and testing of upgraded instruments in regulated and non-regulated laboratories.
- **Data Management**:

- Deploy or update data management tools for backup and archive.
- **Project Delivery**:

- Collaborate with IT staff and clients for project delivery and support at local and global sites.
- **Technical Support**:

- Provide desk-side support for hardware and software diagnosis.
- **Maintenance and Upgrades**:

- Assist with upgrades and retirement support as required.
- **Remote Support**:

- Provide remote hands support for specialized hardware/software.
- **Compliance and Best Practices**:

- Ensure adherence to computer system validation and good laboratory practices.
- **Team Collaboration**:

- Seamlessly coordinate with geographically dispersed teams for effective results.
- **Problem-Solving**:

- Utilize expert analytical and problem-solving skills for logical reasoning.
- **Software Management**:

- Manage scientific software within the BMS environment.
- **Demand Management**:

- Manage multiple work requests, prioritize tasks, and balance tactical and strategic work.
- **Technical Support Services**:

- Provide support for benchtop operating systems, Active Directory, instrument connectivity, hardware, scientific software, and systems management tools.

**General Services**:

- **Workstation Deployment and Maintenance**:

- Deploy new workstations and upgrade/replace existing ones.
- **Troubleshooting and Repair**:

- Troubleshoot and repair workstation issues.
- **Patch Management**:

- Deploy Microsoft vulnerability patches and manage antivirus clients.
- **Monitoring and Backup Management**:

- Proactively monitor workstations and manage workstation backup.
- **Consultation and Coordination**:

- Provide consultation on technology strategies and coordinate activities with business representatives and procurement.

**Configuration Management**:

- **Asset and Configuration Management**:

- Maintain asset, security, inventory, patch, hardware, operating system, image, and software configuration.
- **Lifecycle Management**:

- Develop a roadmap for upgrades, retirement, and replacement of hardware and software.

**Incident Management**:

- **Incident Resolution**:

- Use BMS' established incident management tool for troubleshooting and resolution.
- **Communication and Problem Management**:

- Maintain communication with stakeholders, track incident progress, and perform problem management for recurring incidents.

**Service Request Fulfillment**:

- **Service Analysis and Fulfillment**:

- Analyze and fulfill service requests, follow change management procedures, and update documentation.
- **Trend Analysis**:

- Review service requests for trend analysis and update knowledge articles accordingly.

**Problem Management**:

- **Incident Monitoring and Resolution**:

- Monitor incidents, provide troubleshooting, and maintain communication with stakeholders.
- **Root Cause Analysis**:

- Perform root cause analysis for recurring incidents and update the knowledgebase.

**Qualifications**:

- Bachelor's degree in Computer Science, Information Technology, or related field.
- Experience in laboratory computing systems support or a related technical field.
- Proficiency in troubleshooting hardware and software issues.
- Strong knowledge of configuration management and incident management processes.
- Excellent communication and problem-solving skills.
- Ability to work effectively in a team and coordinate with various stakeholders.

**Salary**: $1,673,523.00 per month

Ability to Commute:

- Buenos Aires, Buenos Aires (required)