| Name | Required |
| Field Service | Yes | |
| Pharma manufacturing | Yes | |
| GxP operations (Good x Practice) | Yes | |
Top Skills Required :
1. Provide on-site technical support for manufacturing and office IT systems, including desktops, laptops, printers, scanners, RF guns, MLL PCs, and other site-standard devices
2. Execute incident and request fulfilment activities, including diagnosis, troubleshooting, resolution, and escalation in line with defined SLAs and procedures
3. Support Reliability / Total Lifecycle Management (TLM) activities by performing preventative maintenance, equipment replacements, and lifecycle refresh tasks as scheduled
4. IT Equipment integration with AD, Network, NAS.
Role Summary
The Onsite Technician is a key Technology Services (TS) resource responsible for providing hands-on, on-site technical support to ensure reliable, secure, and efficient technology operations that enable manufacturing, lab or distribution center activities. This role focuses on day-to-day operational support, incident resolution, preventative maintenance, and execution of standard field services across applications, infrastructure, and end-user technology. The technician works closely with the Site Delivery Leader, Engineering, and the Site Support Team to meet SLAs, maintain audit readiness, and support continuous service improvement.
Key Responsibilities
Provide on-site technical support for manufacturing and office IT systems, including desktops, laptops, printers, scanners, RF guns, MLL PCs, and other site-standard devices
Execute incident and request fulfilment activities, including diagnosis, troubleshooting, resolution, and escalation in line with defined SLAs and procedures
Support Reliability / Total Lifecycle Management (TLM) activities by performing preventative maintenance, equipment replacements, and lifecycle refresh tasks as scheduled
IT Equipment integration with AD, Network, NAS.
Assist with incident management and root cause analysis (RCA) by collecting data, performing first-level troubleshooting, and implementing corrective actions
Deliver application support by resolving common issues, coordinating with application owners for complex problems, and validating fixes at the site level
Participate in local project execution, including installations, upgrades, migrations, testing, and post-implementation support
Perform field services activities, including IMAC (Install, Move, Add, Change), hardware break/fix, spares handling, and vendor coordination
Knowledge of IT infrastructure including wired and wireless network connectivity, printers, scanners, RF devices, servers, and storage
Maintain accurate ticket updates, asset records, and knowledge documentation in approved TS systems
Follow all security, compliance, validation, and change management processes
Networking Knowledge & Responsibilities
Provide first-level network support for site connectivity issues
Understand and troubleshoot network fundamentals including TCP/IP, DNS, DHCP, Ethernet, wireless networking, and basic routing and switching
Assist with switch port activations, cable tracing, and device connectivity validation
Coordinate with centralized network teams for escalations
Network + Certified preferred or equivalent hands-on networking experience
Success Metrics / KPIs
Incidents and requests resolved within SLA
Mean Time to Repair (MTTR)
First-time fix rate and reduction in repeat incidents
Accuracy and completeness of ticket documentation
Preventative maintenance tasks completed on schedule
Audit readiness and compliance adherence
End-user satisfaction metrics
Required Qualifications
Associate or bachelor's degree in information technology, Computer Science, Engineering, or equivalent experience
2 5 years of experience in onsite or field technical support, preferably in a manufacturing environment
Hands-on experience with Windows-based systems; basic Linux exposure preferred
Must have GxP environment experience
Knowledge of NetBackup & Rubrik
Working knowledge of ITSM tools and endpoint management
Experience supporting RF devices, scanners, printers, and shop floor PCs
Years of Experience: 10.00 Years of Experience
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