2nd Line Support Analyst

Nigel Wright Recruitment; Barnard Castle; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading recruitment firm is seeking a proactive 2nd Line IT Support Specialist in Barnard Castle. This role focuses on delivering technical support for regulated environments, including troubleshooting and compliance with validation standards. Ideal candidates will have recognized IT certifications and a strong background in pharmaceutical or laboratory settings.

Qualifications

• Proficiency with Windows 10, Windows Server, and Active Directory.
• Understanding of ITIL-based service delivery.
• Background in pharmaceutical or laboratory settings.

Responsibilities

• Provide second-line support in regulated areas.
• Troubleshoot hardware, software, and infrastructure issues.
• Ensure adherence to validation standards.

Skills

Problem Solving

Customer Service

Communication

Teamwork

Education

Recognised IT certifications

Job description

3 days ago Be among the first 25 applicants

I am seeking a skilled and proactive 2nd Line IT Support Specialist to deliver technical support across regulated production and laboratory environments. Acting as a key liaison between the IT Helpdesk and end users, you will provide second-line support for business-critical systems and validated devices. Responsibilities include issue resolution, compliance with validation and quality standards, and ensuring minimal operational disruption.

Key Responsibilities:

• Provide second-line support in regulated areas (e.g., labs, packaging, production systems)
• Troubleshoot and resolve hardware, software, and infrastructure issues
• Capture and document detailed incident information
• Collaborate with senior technical teams and external vendors
• Support installation/configuration of validated and non-validated systems
• Assist in patching, updates, and system maintenance
• Ensure adherence to validation standards such as CSV, GxP, and 21 CFR Part 11
• Maintain accurate support records via the helpdesk system
• Provide onboarding and training to end users
• Identify and propose improvements in IT services and system performance

Essential Qualifications

• Recognised IT certifications (e.g., CompTIA A+/Network+/Security+, Microsoft MCSA/MD-100/MD-101, or Cisco CCNA) or equivalent experience
• Proficiency with Windows 10, Windows Server, and Active Directory
• Understanding of ITIL-based service delivery and change management
• Strong customer service across various communication channels
• Excellent communication, problem-solving, and teamwork skills
• Ability to manage priorities and deliver technical support in regulated environments
• Background in pharmaceutical, biotech, or laboratory settings
• Experience with Laboratory Information Management Systems (LIMS), SCADA/HMI, or PLC-based systems

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Business Consulting and Services

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