Information Technology (IT) Support Engineer II

The Information Technology (IT) Support Engineer II is a technical specialist with strong analytical skills for diagnosing and resolving incidents and problems. Acting as an escalation point for the wider IT team they provide guidance and support when issues require deeper technical expertise. You will continually drive technical solutions whilst putting our users’ needs first. This could involve fixing a technical fault, answering a query, fulfilling a service request, or anything that is needed to restore services and allow the user to return to work.

The IT Support Engineer II role will be a very hands-on member of the IT Service Desk team responsible for the Group PC and server configuration, mobile device management and application support. Reporting into the IT Service Desk Manager, the Group 2nd line Support Engineer supports users while assisting with the configuration and administration of the IT systems that underpin day to day operations an ongoing projects.

As an internal customer-facing role, it requires excellent prioritisation, responsiveness and customer service, along with strong verbal communication skills . More complex technical issues will be escalated to other Group IT team members, but the role consistently focuses on delivering high-quality support that enables colleagues across the organisation to work effectively.

Essential Functions HSE:

• Comply with all HSE requirements including safety policies and procedures
• Conduct safety audits
• Aware of all health and safety arrangements relating to Business activities and IT systems

Operational:

• Manage and resolve complex tickets raised through the ticketing system, taking full ownership through to resolution or further escalation to 3rd Line or external vendors.
• Lead the diagnosis and restoration of assigned incidents and requests, ensuring timely and effective resolution to minimise user downtime.
• Investigate and resolve advanced desktop, server, and networking issues, including WAN/LAN connectivity, firewalls, Wi-Fi, and infrastructure components.
• Support the administration of Microsoft 365, Active Directory (including Entra ID), and perform user lifecycle management such as onboarding and offboarding.
• Configure and support laptops, mobile devices, and tablets, often leveraging MDM platforms such as Microsoft Intune.
• Conduct routine system upgrades, security patching, monitoring, and root cause analysis to prevent recurring issues and improve service stability.
• Monitor servers, network components, applications, and automated alerts, ensuring incidents generated by monitoring tools are actioned or communicated to Senior System Administrators.
• Keep affected users informed of progress, expected timelines, and workarounds to maintain transparency and confidence in the support process.
• Create and maintain accurate knowledge base articles, provide training, and offer guidance to other colleagues to uplift overall Service Desk capability.
• Provide diagnostic tools, technical insights, and clear workarounds to assist with incident classification, initial triage, and escalation.
• Ensure accurate, complete, and detailed recording of incidents, actions taken, and communications within the Service Desk ticketing system.
• Contribute to IT projects including digital transformation initiatives, office moves, hardware rollouts, and other operational improvements.

Key competencies The employee must demonstrate the following:

• Systems and platform administration and maintenance
• Patch management
• Updates and upgrades
• Installation of software and hardware
• Network components
• Unified Communications platform
• Excellent customer service and a good telephone manner

• Good problem solving and analytical skills
• Good level of knowledge of computer and printer hardware and software
• Good level of knowledge of computer hardware and software and system troubleshooting
• Ability to prioritise multiple tasks working to tight deadlines
• Up to date knowledge of Windows domains, operating systems, virtualisation technologies
• Good understanding of network fundamentals (switches, routers, TCP/IP)
• Attention to detail, improving process efficiency without sacrificing quality.
• Strong communication skills (written and verbal)
• Organizational skills
• Facilitation and project management skills
• Actively pursue learning and self development
• Manage competing work priorities and tasks efficiently and effectively
• Frequent contact with all Supply Chain staff and other Super Users across the site.
• Good working relationships are essential for successful performance of the role
• Largely an autonomous role, subject to guidance from the IT Infrastructure Manager
• Candidates need to be competent with IT systems, and Microsoft Office including Outlook, PowerPoint, Word and Excel.
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
• Duties, responsibilities and activities may change at any time with or without notice.

Education and Experience

• Graduate or equivalent.
• At least 3 years experience working in a hands-on IT support position, preferably gained within the pharmaceutical manufacturing industry
• A good understanding of cGMP compliance and validation

Travel Requirement Able and willing to travel as needed (domestically and globally).