Desktop Engineer

Net2Source Inc. is an award-winning total workforce solutions company recognized by Staffing Industry Analysts for our accelerated growth of 300% in the last 3 years with over 5500 employees globally, with over 30 locations in the US and global operations in 32 countries. We believe in providing staffing solutions to address the current talent gap - Right Talent - Right Time - Right Place - Right Price and acting as a Career Coach to our consultants.

Position: Desktop Engineer
Location: Athens, GA (Onsite)
Type: Long Term Contract

NOTE: Should have worked as a desktop engineer in Manufacturing lab environment.

Summary:
We are seeking a skilled and detail-oriented On-Site Level 2 Support Technician/Engineer to support our Manufacturing, Logistics, and Lab (MLL) systems within a large global pharmaceutical and medical devices company. This role will focus primarily on non-carpeted spaces, including manufacturing, distribution, and R&D environments, with a particular emphasis on quality and R&D laboratories. The technician will ensure compliance with GxP and security policies, quality processes, and IT hardware and software standards, working within an ITIL-based ITSM framework, including incident, problem, change, and knowledge management in ServiceNow.

Key Responsibilities:

• MLL Systems Support: Provide on-site Level 2 support for MLL systems and connected peripherals, including those connected to laboratory and manufacturing instrumentation. This includes diagnosing and resolving hardware, software, and network-related issues in manufacturing, distribution, and R&D environments.
• Compliance and Quality Processes: Strictly adhere to GxP guidelines, SOPs, Work Instructions, security policies, and IT hardware and software standards. Ensure all activities are conducted within the framework of quality management processes, maintaining meticulous records to support audit requirements.
• ITIL & ITSM Practices: Utilize ITIL principles in IT Service Management (ITSM) to manage incidents, problems, and changes effectively. Ensure all actions are logged and tracked in ServiceNow, maintaining high standards of documentation and communication.
• Firewall and Network Management: Understand and support systems that are behind firewalls, ensuring secure and compliant operations. Coordinate with network and security teams to troubleshoot connectivity and access issues related to MLL systems.
• Critical Thinking: Apply strong critical thinking skills to analyze complex problems, assess various solutions, and implement the most effective resolution, all while ensuring adherence to established IT hardware and software standards, as well as organizational policies. Think ahead to anticipate potential issues before they arise and propose compliant solutions that align with these standards.
• Broader System Understanding: Develop and maintain a broad understanding of the enterprise IT environment, including dependent systems such as Active Directory, cloud services, and network infrastructure. Use this knowledge to triage and resolve complex issues affecting MLL systems.
• Documentation and Knowledge Management: Contribute to and maintain comprehensive documentation of all MLL systems and support procedures. Assist in creating and updating knowledge base articles to enhance the efficiency of the support team.
• Asset Management: Assist in the tracking and management of MLL assets, including hardware, software, and instrumentation connected to critical systems.
• Continuous Improvement: Participate in continuous improvement initiatives by identifying opportunities for process optimization, automation, and enhancing the overall user experience within the MLL environment.

Qualifications:

• Education: Bachelor's degree in information technology, Computer Science, or a related field preferred. Relevant certifications (e.g., CompTIA A , Microsoft Certified: Windows Server, ITIL Foundation) are highly desirable.
• Experience: 3-5 years of experience in IT support, with a focus on Level 2 support in OT environments within pharmaceutical, medical devices, or similarly regulated industries. Experience with GxP, ITIL, and working in a controlled, highly regulated environment is essential.
• Technical Skills:
  • Proficiency in Windows operating systems, with experience in environments where systems are connected to laboratory or manufacturing equipment.
  • Strong understanding of network principles, including managing systems behind firewalls.
  • Experience with ITSM tools, preferably ServiceNow, and following ITIL processes.
• Critical Thinking Skills: Strong critical thinking skills with the ability to analyze complex problems, assess various solutions, and implement the most effective and compliant resolution. The ability to think ahead and anticipate potential issues, ensuring that all actions adhere to established IT hardware and software standards, as well as organizational policies.
• Soft Skills:
  • Excellent communication skills, with the ability to articulate complex technical issues to both technical and non-technical stakeholders.
  • Strong problem-solving abilities and attention to detail, especially in regulated environments where accuracy and compliance are critical.
  • Ability to work independently and as part of a team, managing multiple tasks and priorities in a fast-paced setting.
• Availability: Ability to work flexible hours, including occasional weekends or after-hours support, as required by the business.

If you are interested, please forward your resume to ,

Why work with us - At Net2Source, we believe everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value. We want you to fit in with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand out with opportunities to have a strategic impact, innovate, and take necessary steps to make your mark. We help clients with new skilling, talent strategy, leadership development, employee experience, transformational change management and beyond.

Equal Employment Opportunity Statement:
Net2Source is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Awards and Accolades:

• America's Most Honored Businesses (Top 10%)
• Awarded by USPAAC for Fastest Growing Business in the US
• 12th Fastest Growing Staffing Company in USA by Staffing industry Analysts in the US (2020, 2019, 2020)
• Fastest 50 by NJ Biz (2020, 2019, 2020)
• INC 5000 Fastest growing for 8 consecutive years in a row (only 1.26% companies make it to this list)
• Top 100 by Dallas Business Journal (2020 and 2019)
• Proven Supplier of the Year by Workforce Logiq (2020 and 2019)
• 2019 Spirit of Alliance Award by Agile1
• 2018 Best of the Best Platinum Award by Agile1
• 2018 TechServe Alliance Excellence Awards Winner
• 2017 Best of the Best Gold Award by Agile1(Act1 Group)

Regards,

Amir Ahmad
Account Manager
Net2Source Inc.
Global HQ Address - 270 Davidson Ave, Suite 704, Somerset, NJ 08873, USA
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