Network Support Associate
Job Summary
The Network Support Associate will support Amneal employees and technology by providing prompt support to troubleshoot and resolve day-to-day technology issues of our employees, including but not limited to network / telephony devices and cabling, desktop applications, custom applications, and computer hardware.
He/she will be responsible for network and telephony support, device provisioning and de-provisioning as well as inventory management of equipment. Installation, configuration, and support of network services including printers, VOIP phone system and other peripheral devices among many other tasks will be a part of daily duties. He/she will update and maintain the status of tickets within ServiceNow incident and problem management system.
The Network Support Associate will work on all aspects of problem resolution for employees; this includes but is not limited to driving the resolution from IT Support teams, cross-functional organizations, and external vendors. Using their expertise, he/she will identify opportunities for continuous process improvements and if needed, partner with other Amneal technology teams to design, plan and implement a resolution.
Essential Functions
- Provide routine network support for end users with IT-related issues in a timely and professional manner.
- Follows standard operating procedures to accurately log all requests using established request tracking software. Answers, evaluates and prioritizes incoming ticket requests for IT service in a professional, courteous manner.
- Configure network and telephony devices. Manage and monitor network services, manage MDF/IDF cabling and equipment. Support IT Infrastructure services and technology throughout the plant.
- Resolves routine hardware and software problems, and coordinates work escalations with the appropriate technical resource or group for more complex issues.
- Performs first-line support and customer service with internal employees and external partners to resolve problems and to maintain high level of customer satisfaction
- Interfaces with department peers, internal employees, and external partners to escalate problems, issues, and communications appropriately.
Additional Responsibilities
- Learns fundamental operations of commonly used software, hardware, and other equipment.
- Adheres to all confidentiality rules and policies.
- Follow all company and department policies and rules.
- Ensures that all problems are logged, resolved/assigned for resolution, prioritized, and tracked, and communicated appropriately.
- Other duties as assigned.
- *FOR LABORATORY IT PERSONNEL ONLY* Provides support to the Laboratory Environment with IT related requests; Protocol execution for the Laboratory computers and software’s
Education
- High School or GED - Required
- Vocational / Technical - Preferred
- Bachelors Degree (BA/BS) in Information Technology - Preferred
Work Experience
- 3 years or more IT Experience or knowledge - Required
Skills and Abilities
- Clearly and effectively communicate with customers both in writing and verbally. - Intermediate
- Maintains a high degree of professionalism while delivering outstanding Customer Service. - Advanced
- Work additional hours per business needs. - Intermediate
- Attends work regularly and on time. - Advanced
- Must be available over the company provided phone during off-hours - Advanced
- *FOR LABORATORY IT PERSONNEL ONLY* Knowledge of 21CFR Part 11, Data Integrity, Good Manufacturing Practices (cGMP), Good Documentation Practices (cGDP) and other regulatory requirements - Intermediate
Specialized Knowledge
- Experience with enterprise-level LAN, WLAN, and WAN administration, and management.
- Working knowledge of Layer 1-4 protocols and can demonstrate how to administer and troubleshoot on this level
- Experience with DHCP/DNS Server administration
- Experience with VOIP and PBX administration preferred
- Experience with Windows based ICMP troubleshooting tools
- Experience with Wireshark desired but not required
- Expert knowledge of operating systems (Win 7, Win 10) support and operations, Microsoft desktop applications, hardware, and peripherals.
- Strong knowledge of supporting both Windows desktops / laptops, Virtual Desktop Infrastructure (VDI), Apple products like Mac, iPhone and iPad as well as Android based mobile devices.
- Experience with Video Conferencing Technology is a plus.
- Strong understanding of Windows infrastructure and networking technologies
- Excellent understanding of both hardware and software systems
- Cisco VOIP phone system
Licenses and Certifications
- A+ CompTIA and/or N+ CompTIA Technical Certifications are a plus - Preferred
- Microsoft certificate for Windows 7 & 10 - Preferred