Job Vacancy

2nd Line Support Analyst

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Job Summary: I am seeking a skilled and proactive 2nd Line IT Support Specialist to deliver technical support across regulated production and laboratory environments. Acting as a key liaison between the IT Helpdesk and end users, you will provide second-line support for business-critical systems and validated devices. Responsibilities include issue resolution, compliance with validation and quality standards, and ensuring minimal operational disruption.Key Responsibilities:

  • Provide second-line support in regulated areas (e.g., labs, packaging, production systems)

  • Troubleshoot and resolve hardware, software, and infrastructure issues

  • Capture and document detailed incident information

  • Collaborate with senior technical teams and external vendors

  • Support installation/configuration of validated and non-validated systems

  • Assist in patching, updates, and system maintenance

  • Ensure adherence to validation standards such as CSV, GxP, and 21 CFR Part 11

  • Maintain accurate support records via the helpdesk system

  • Provide onboarding and training to end users

  • Identify and propose improvements in IT services and system performance

Essential Qualifications

  • Recognised IT certifications (e.g., CompTIA A+/Network+/Security+, Microsoft MCSA/MD-100/MD-101, or Cisco CCNA) or equivalent experience

  • Proficiency with Windows 10, Windows Server, and Active Directory

  • Understanding of ITIL-based service delivery and change management

Desirable Skills & Experience RLEVANT EXPERIENCE:

  • Strong customer service across various communication channels

  • Excellent communication, problem-solving, and teamwork skills

  • Ability to manage priorities and deliver technical support in regulated environments

DESIRABLE EXPERIENCE:

  • Background in pharmaceutical, biotech, or laboratory settings

  • Experience with Laboratory Information Management Systems (LIMS), SCADA/HMI, or PLC-based systems

Company
Nigel Wright Group
Location
Northumberland, England, United Kingdom
Employment Type
Full-Time
Salary
£30,000 per annum
Posted
Apply Now
Apply Now
Company
Nigel Wright Group
Location
Northumberland, England, United Kingdom
Employment Type
Full-Time
Salary
£30,000 per annum
Posted