Onsite IT Site Lead: End‑User & Infrastructure

MSD Malaysia; Upper Hutt; On-site; NZD 110,000 - 170,000; Full time

Job summary

Merck & Co., Inc. in Upper Hutt, Wellington, New Zealand, is seeking an Onsite Technical Site Lead to act as the site lead for Global End User Services within IT, delivering end-user support and managing local IT infrastructure.

You will be the technical focal point for the site, leading infrastructure-related work, vendor management, and ensuring audit-ready compliance. You will mentor team members, support production and supply chain systems, and collaborate with global IT teams.

Qualifications

• Degree in Computer Science, Information Systems, Engineering, or equivalent.
• Extensive experience in IT infrastructure services or IT operations.
• Hands-on experience supporting production and supply chain systems.
• Strong knowledge of end-user computing, network infrastructure, server hardware, wireless, backup, and structured cabling.
• Experience troubleshooting networks, firewalls, servers, process networks, and end-user interfaces.
• Experience in GxP-compliant manufacturing or laboratory environments.
• Understanding of the Purdue Model, SFN, and OT-IoT concepts.
• Proficiency in ITIL or ITSM frameworks and project management.
• Experience with ServiceNow, Jira, and Sunbird DCIM.
• Strong communication, stakeholder management, problem-solving, and presentation skills.
• Ability to work independently, prioritise effectively, and escalate when needed.

Responsibilities

• Lead onsite end-user support and infrastructure operations for the site.
• Diagnose, document, and resolve complex hardware, software, network, and end-user issues.
• Manage local IT services, vendor performance, and supplier relationships to agreed KPIs.
• Support production and supply chain systems, including shop-floor devices such as handhelds, laptops, and scanners.
• Implement, integrate, and support local IT projects, technologies, and procedures.
• Ensure compliance with company standards and audit-ready requirements across EHS, Financial, and GxP.
• Apply global ITSM processes including Configuration, Change, Incident, and Problem Management.
• Maintain comms/server rooms and workspace in a safe, organised, and compliant condition.
• Manage local IT assets and site budget.
• Mentor and support team members and prepare updates for senior IT leadership.
• Collaborate with business users, suppliers, and global IT teams across vast, cross-functional groups.
• Provide occasional out-of-hours support for upgrades and advanced troubleshooting.

Skills

End-user computing

Network infrastructure

Server hardware

Wireless

Structured cabling

ITIL

ITSM

Jira

ServiceNow

Sunbird DCIM

Education

Degree in Computer Science, Information Systems, Engineering or equivalent

Tools

ServiceNow

Jira

Sunbird DCIM

Job description

Merck & Co., Inc. in Upper Hutt, Wellington, New Zealand, is seeking an Onsite Technical Site Lead to act as the site lead for Global End User Services within IT, delivering end-user support and managing local IT infrastructure.

You will be the technical focal point for the site, leading infrastructure-related work, vendor management, and ensuring audit-ready compliance. You will mentor team members, support production and supply chain systems, and collaborate with global IT teams.