About this role
About the Role As a Lab IT & Automation IT Administrator, you will provide hands-on end-user support, administration and issue resolution for GxP-controlled laboratory and shopfloor equipment, servers, desktops and software. You will manage day-to-day client communication and relationships related to current and upcoming projects, and troubleshoot complex technical issues across software, OS, hardware, networks and lab systems. What You'll Do
- Act as a point of escalation for complex and high-priority customer issues, using advanced problem-solving skills to ensure timely and effective resolution.
- Conduct root cause analysis for critical issues, using data analysis tools to establish preventive measures and improve product reliability.
- Collaborate with product management, development and QA to provide strategic feedback, influence design decisions, and align with evolving customer needs.
- Provide comprehensive technical assistance to team members by facilitating knowledge sharing and mentoring.
- Drive continuous improvement of support processes and workflows, identifying opportunities for automation and efficiency enhancements. What We're Looking For
- In-depth knowledge of product support processes across L1-L2-L3 levels.
- Strong understanding of customer service principles and practices.
- Proficiency in root cause analysis techniques and tools.
- Excellent communication and collaboration skills to work effectively with cross-functional teams.
- Advanced problem-solving skills with the ability to analyze complex issues and develop actionable solutions. Nice to Have
- ITIL Foundation Certification preferred but not mandatory.
- Certifications related to product support and customer service management are optional but valuable. Compensation & Benefits
- Salary not disclosed. Benefits and perks not specified.