Senior IT Support Engineer (Pharma Industry)

We are seeking a highly skilled Senior IT Support Engineer to provide on-site technical support within a complex environment that includes chemical and biological production facilities, R&D laboratories, clinical trial operations, and manufacturing units. The ideal candidate brings 3–5 years of hands-on experience in a similar on-site technical role or in local office IT support, with strong problem-solving capabilities and a high level of service orientation.

This role is critical to ensuring the reliability, security, and continuity of IT systems that support essential scientific and operational activities.

What you will do

• Provide Level 1 and Level 2 incident management for hardware, operating systems, and software issues, following defined procedures or best-effort approaches when necessary.
• Manage service requests and ensure timely resolution.
• Perform asset management across the full lifecycle of IT equipment.
• Participate in a 24/7 international support rotation, covering 8-hour shifts (Early/Day/Late, between 6:00–22:00).
• Monitor, track, and follow up on all incidents and requests to ensure closure and user satisfaction.
• Configure and deploy hardware devices including workstations, barcode readers, label printers, and networking components.
• Install, configure, and update Windows operating systems and application software.
• Execute on-site delivery, installation, and integration of IT equipment and network connections.
• Troubleshoot hardware and software functionality, performing repairs or replacements as needed.
• Manage user access rights in Active Directory and local systems, ensuring compliance with security requirements.
• Draft and maintain technical procedures, user guides, and project-related documentation.
• Execute test sheets and contribute to project validation activities.
• Support the maintenance of operational documentation and knowledge bases.
• Provide technical guidance and coaching to end-users and junior team members.
• Communicate relevant technical information to colleagues and the team coordinator.

What you will need

Knowledge:

• Strong mastery of PC hardware architecture and troubleshooting.
• Expert-level experience with Windows OS environments.
• General understanding of backup, archiving, imaging, data management, and disaster recovery practices.
• Functional knowledge of client/server architectures and network fundamentals.
• Hands-on experience with ticketing systems (ITSM tools).
• Certifications (preferred) Windows OS certification & ITIL Foundation
• Experience in MES/SCADA environments, validated systems, or regulated environments (e.g., GMP) is a strong asset.
• Basic understanding of project management and IT security principles.
• Fluent in French and English (written and spoken).

Soft skills:

• Strong customer-service orientation with a professional, well-presented demeanor.
• Respectful of safety, hygiene, environmental regulations, and compliance standards.
• Able to work autonomously or collaboratively depending on the situation.
• Proactive, invested, and innovative with a continuous improvement mindset.
• Curious, detail-oriented, and analytical, with the ability to learn independently.
• Precise, methodical, and rigorous in execution.
• Highly adaptable to changing environments and shifting priorities.
• Able to remain calm and reactive under pressure or stressful conditions.
• Reliable in respecting schedules, deadlines, and confidentiality.