Service Administrator

Empresa De Gestión Y Selección; Lugo; Remoto; EUR 22.000 - 34.000; Tempo pieno

Descrizione del lavoro

NTT DATA is hiring a Networking Remote Field Service Engineer (L1) to operate in-region and provide professional remote technical support to clients by identifying and resolving incidents. You will drive incidents to resolution, maintain SLAs, and ensure proper documentation and knowledge base use.

This is an entry-level role with remote working options. Responsibilities include incident monitoring, maintenance tasks, troubleshooting, and collaborating with clients and vendors to expedite fixes.

Competenze

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Associate level certification in different Networking technologies such as (but not limited to) Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.
• Entry level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
• Entry level experience in technical support to clients.
• Entry level experience in diagnosis and troubleshooting.
• Entry level experience providing remote support in Networking technologies.

Mansioni

• Maintains the support process and ensures that requests for support are handled according to the procedures.
• Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriate.
• Identifies and resolves problems following agreed procedures.
• Carries out agreed maintenance tasks.
• Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
• Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
• Prioritizes and diagnoses incidents according to agreed procedures.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents and follows up until incident is resolved.
• Provides service recovery, following resolution of incidents.
• Documents and closes resolved incidents according to agreed procedures.
• Maintains secure, accurate, complete, and current configuration on configuration items (CIs).
• Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
• Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
• Maintains knowledge of specific specialisms, provides detailed advice regarding their application.
• Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
• Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.
• Identifies problems and errors prior to or when they occur.
• Logs all such incidents in a timely manner with the required level of detail with all the necessary.
• Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Conoscenze

Communication across cultures

Active listening

Problem diagnosis

Remote support basics

Client-focused service

Adaptability

Incident management

Time management

Formazione

Bachelor's degree in IT or Computing

Associate networking certifications (CCNA, JNCIA, ACMA etc.)

Strumenti

Service assurance software

Remote support tools

Descrizione del lavoro

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Networking Remote Field Service Engineer (L1) is an entry level engineering role, responsible for operating in region and provides a professional remote technical support service to clients by identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.

Key responsibilities

• Maintains the support process and ensures that requests for support are handled according to the procedures.


• Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriate.


• Identifies and resolves problems following agreed procedures.


• Carries out agreed maintenance tasks.


• Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.


• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.


• Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.


• Prioritizes and diagnoses incidents according to agreed procedures.


• Investigates causes of incidents and seeks resolution.


• Escalates unresolved incidents and follows up until incident is resolved.


• Provides service recovery, following resolution of incidents.


• Documents and closes resolved incidents according to agreed procedures.


• Maintains secure, accurate, complete, and current configuration on configuration items (CIs).


• Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.


• Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.


• Maintains knowledge of specific specialisms, provides detailed advice regarding their application.


• Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.


• Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.


• Identifies problems and errors prior to or when they occur.


• Logs all such incidents in a timely manner with the required level of detail with all the necessary.


• Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Knowledge, Skills and Attributes

• Ability to communicate and work across different cultures and social groups.


• Ability to plan activities and projects well in advance and takes into account possible changing circumstances.


• Ability to maintain a positive outlook at work.


• Ability to work well in a pressurized environment.


• Ability to work hard and put in longer hours when it is necessary.


• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.


• Ability to adapt to changing circumstances.


• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.


• Entry level knowledge of vendor technologies, such as (but not limited to) Cisco, Juniper, Aruba, RiverBed etc.


• Entry level knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.

Academic qualifications and certifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.


• Associate level certification in different Networking technologies such as (but not limited to) Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.

Required experience

• Entry level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.


• Entry level experience in technical support to clients.


• Entry level experience in diagnosis and troubleshooting.


• Entry level experience providing remote support in Networking technologies.


• Entry level experience in relevant technology.

Workplace type

Remote Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.

We are PCI.

Our investment is in People who make an impact, drive progress and create a better tomorrow. Our strategy includes building teams across our global network to pioneer and shape the future of PCI.

Main responsibilities

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The essential duties and responsibilities include the following, but other duties may be assigned.


• Document Management and Control - Organize, scan, archive, and maintain R&D department documentation. Ensure document traceability, version control, template management, and compliance with internal procedures and GMP requirements.


• Documentation Issuance - Generate and issue forms, templates, labels, logbooks, and documentation associated with R&D trials, equipment runs, engineering batches, manufacturability studies, and pre-stability studies.


• Data Management and Reporting - Create, maintain, and update departmental databases and tracking tools using Smartsheet, Excel, and other systems. Compile data generated during trials and batches and prepare process charts, reports, and graphical trend analyses.


• Change Control Support - Coordinate and manage basic document-related change controls and support documentation updates in collaboration with project team members.


• Protocol and Report Preparation - Prepare simple protocols, reports, and controlled documents using approved templates and departmental standards.


• Production Data Collection and Analysis - Obtain and compile primary data from manufacturing equipment in accordance with cGMP requirements and internal PCI procedures. Generate process monitoring charts and supporting documentation.


• Training Administration - Monitor training compliance within the R&D department and support the creation, maintenance, and filing of training records.


• Personnel Administration - Support onboarding and offboarding activities for R&D personnel and maintain associated administrative records.


• Procurement and Shipment Coordination - Manage purchasing requests, monitor purchase orders, coordinate receipt of materials and samples, and organize R&D shipments, including samples and development materials.


• Continuous Improvement - Identify opportunities to improve documentation workflows, administrative processes, and departmental practices to enhance efficiency and compliance.


• Compliance - Maintain knowledge of and comply with all company policies, internal procedures, quality standards, safety requirements, and applicable cGMP regulations.

Work Experience and Skills Required

Essential

• Knowledge of current Good Manufacturing Practices (cGMP), documentation management principles, data integrity requirements, and pharmaceutical development processes.


• Demonstrated ability to manage multiple administrative tasks simultaneously while maintaining a high level of accuracy and attention to detail.


• Strong organizational, communication, and interpersonal skills with the ability to interact effectively across multiple departments.

COMMUNICATIONS & CONTACTS:

• Works directly with R&D management, scientists, technicians, and project teams.


• Works closely with Quality Assurance, Quality Control, Supply Chain, Operations, Human Resources, Purchasing, and Project Management departments.


• Coordinated with internal stakeholders regarding documentation, training, materials, procurement activities, and change controls


• Ability to work independently and collaboratively within a multidisciplinary pharmaceutical development environment.

Qualifications:

Essential

• Associate Degree, Vocational Training, or Bachelor's Degree


• Experience with Microsoft Office applications (Word, Excel, PowerPoint, Teams, Outlook, SharePoint) and database management tools such as Smartsheet.


• Honesty, integrity, respect and courtesy with all colleagues.


• Familiarity with cGMP documentation practices and document control systems is highly desirable.


• Creative with the ability to work with minimal supervision and balance with independent thinking.


• Resilient through operational and organizational change.


• Ability to work in a dynamic, fast-paced work environment.

Join us and be part of building the bridge between life changing therapies and patients. Let's talk future

PCI Pharma Services is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

At PCI, Equity and Inclusion are at the core of our company's purpose: Together, delivering life-changing therapies. We are committed to cultivating an inclusive workplace by holding ourselves accountable to the highest standards of understanding, fairness, respect, and equal opportunity - at every level. We envision a PCI community where everyone can belong and grow, and we strive to bring this vision to reality by continuously and intentionally assessing our people practices, policies and programs, marketing approach, and workplace culture.

Why work for PCI Pharma Services?

At PCI, we have an uncompromising focus on providing quality and operational excellence and providing the industry leading customer experience. Our people make all of this happen, so providing an industry leading experience for our people is equally as important. By creating an authentic culture of purposeful work, we aspire to be an interesting and fulfilling place for talented individuals to grow careers. We live a philosophy of intentional learning combined with real-life experience supported by a fair and competitive rewards program. We are individuals, teams and a company that believes in our purpose and our approach is simple, the people who work at PCI fuel our business; we don't say no, we figure out how.

PCI Pharma Services is an Equal Opportunity Employer/Vet/Disabled

Leon, Spain

Full time

JR

Life changing therapies. Global impact. Bridge to thousands of biopharma companies and their patients.