IT Service Engineer Level I

This role is responsible for troubleshooting and providing support across devices, servers, and network infrastructure, as well as Level 1 (L1) applications, to minimize disruptions to research and development activities.

• Perform troubleshooting and resolution across the following areas: Device Operations: laptops, desktops, printers, and other end-user devices (hardware and OS-related issues), Servers (basic server monitoring, access issues, and initial diagnosis before escalation), Network (connectivity issues, LAN/WAN, Wi-Fi, and access points)
• Install, configure, and maintain IT devices and systems
• Monitor IT infrastructure (devices, servers, and network) and perform preventive maintenance
• Escalate unresolved issues to L2/L3 teams and ensure proper follow-up until closure
• Document incidents, root causes, and resolutions in the ticketing system and knowledge base
• Support IT audit and compliance requirements in a regulated pharmaceutical environment
• Collaborate with users (R&D, laboratory teams, and related functions) to understand and address IT needs
• Ensure adherence to SLA targets for response and resolution times

• Bachelor’s degree in Information Technology, Information Systems, or a related field
• 2–5 years of experience as IT Support or IT Service Engineer
• Experience in pharmaceutical or other regulated industries is an advantage
• Strong troubleshooting skills in hardware and operating systems (basic Windows/Linux)
• Basic knowledge of networking (LAN/WAN, TCP/IP, DNS, DHCP)
• Familiarity with ticketing systems (e.g., ServiceNow, Jira, etc.)
• Basic understanding of IT infrastructure and servers