You are viewing a preview of this job. Log in or register to view more details about this job.

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