We are seeking an IT/OT Support Engineer to provide hands-on technical support for Client's GxP Manufacturing and Quality environments. This role supports a complex, 24x7 mission-critical operation, delivering high-quality end user support across hardware, software, and manufacturing systems. The ideal candidate communicates effectively with both technical and non-technical users, contributes to documentation and training, and partners closely with Automation and Global IT/OT teams to support and standardize manufacturing operations.

Key Responsibilities

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  Provide onsite technical support for Windows, macOS, Linux, and mobile devices in GMP shop-floor and laboratory environments.

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  Support enterprise and departmental applications, including MES, DCS, and SCADA systems in collaboration with Automation teams.

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  Install, configure, upgrade, and troubleshoot software, operating systems, printers, and peripherals.

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  Support network connectivity including LAN, WAN, wireless, and VPN.

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  Manage user accounts, access rights, devices, and print queues in compliance with GxP standards.

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  Open, track, and resolve incidents and service requests using ServiceNow, meeting defined SLAs.

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  Document resolutions, workarounds, system changes, and FAQs to support knowledge sharing and compliance.

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  Coordinate issue resolution with site teams and corporate IT to ensure standard, compliant solutions.

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  Participate in on-call and after-hours support rotations as required.

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  Contribute to Manufacturing Operations Management initiatives and IT/OT process optimization.

Qualifications

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  2–5 years of onsite and/or remote IT support experience in a regulated or enterprise environment.

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  Working knowledge of Windows networking, TCP/IP, Ethernet, and basic infrastructure concepts.

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  Strong customer service, communication, and teamwork skills.

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  Ability to work under pressure in a 24x7, mission-critical environment.

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  BS in Computer Science or related field preferred.

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  Willingness to work onsite in Hillsboro, Oregon, including on-call and holiday coverage.