IT Senior Technical Support Specialist

IT Senior Technical Support Specialist (Hybrid Role) 

Job Family: Information Technology 

Job Description 

The IT Senior Technical Support Specialist is responsible for the delivery of day-to-day IT services, providing technical resolution for incident and organizational change, coordinating standard design and solutions, service optimization, capacity challenges, and new systems implementation. The role collaborates with key partners, global service teams, and customers to ensure optimal service delivery for all local IT services, infrastructure, specialized lab, and manufacturing systems. The role also demonstrates technical proficiency and leadership for local and regional Onsite IT Teams, including performing the Operation Computing Specialist (OCS) - IT Specialist Technical Support function tailored to factory operations, production lines, and laboratory systems. 

Role Specific Responsibilities 

• Deliver effective end-user services within a team. 

• Mentor junior staff and act as a reference point in specialized areas. 

• Conduct analysis and prepare quality reports for IT services. 

• Independently diagnose and resolve complex issues related to AZ systems and applications. 

• Provide technical leadership supporting a genius bar (AskIT) and just-in-time technical support to customers. 

• Meet SLA/OLA reviews, ticket reviews, and customer satisfaction reports/surveys. 

• Liaise with global IT teams and non-IT/IS customers, communicating information effectively. 

• Support hardware image configuration for desktops and laptops. 

• Provide "hands and eyes" support for local site infrastructure services. 

• Maintain configuration management data for relevant OCS-supported systems. 

• Review policies and processes, recommending enhancements. 

• Deliver specialist IT technical support to Operations estate, including Automation, Formulation, Packaging, Manufacturing, Quality, and Compliance Systems. 

• Consult with customers to lead effective system operations, including planned and unplanned downtime. 

• Perform technical and quality work activities, identifying root causes and resolutions. 

• Assist in transition support and change planning, collaborating closely with project and service teams. 

• Ensure OCS-supported systems maintain proper patch and anti-virus levels. 

• Run local Service Introduction activities and support models. 

• Act as a focal point for local applications management. 

• Support local OCS team tasks and act as first point of escalation. 

• Ensure local teams meet performance goals and adhere to OCS policies. 

• Give to the Operations Computing Service Improvement Portfolio. 

• Handle incidents and resolve complex IT and automation system issues. 

• Support service change requests and architectural standards implementation. 

• Provide consultation services for new projects. 

• Safeguard reduced breakdowns in manufacturing, QC laboratory facilities, and supply chain operations.