Plant IT Field Support Engineer – Incident & Network Lead

Galent; Memphis (TN); On-site; USD 65,000 - 85,000; Full time

Job summary

Galent is seeking an IT Services Specialist in Memphis to serve as the primary IT contact for escalated Technical Services support and to coordinate incident resolution with after-hours on-call coverage. You will support network and infrastructure teams, coordinate plant application issues, and lead complex service requests with local projects.

The role requires strong incident management capabilities, ITIL knowledge, and network expertise.

Qualifications

• Experience in site IT support and incident management.
• Proficiency in ITIL processes and service asset management.
• GxP knowledge preferred.
• Strong knowledge of network infrastructure (firewalls, switches, routers, IP subnets, Layer 1-4 security).

Responsibilities

• Serve as the primary IT contact for escalated Technical Services support.
• Support network and infrastructure teams with troubleshooting and projects.
• Coordinate resolution of Priority 1 and Priority 2 incidents including afterhours on call support.
• Work with MLL personnel to identify issues and define future state requirements.
• Coordinate application support for incidents and service requests in the plant.
• Act as the single point of contact and project lead for complex service requests and local projects.
• Monitor service levels and support the health of Technical Services including network reliability, availability and capacity.
• Work with MLL stakeholders including execution systems teams, plant engineers and technicians.
• Assist with site asset planning, deployment and decommissioning.
• Coordinate end user support and service desk activities.
• Coordinate application installations and ensure proper operation.
• Liaise with network vendors on equipment repair and maintenance.
• Provide initial troubleshooting for applications and coordinate escalation through resolution; support and coordinate site technical change control activities.

Skills

Incident management

ITIL processes

GxP knowledge

Network infrastructure

Off-hours support

Multitasking

Organizational skills

Job description

Galent is seeking an IT Services Specialist in Memphis to serve as the primary IT contact for escalated Technical Services support and to coordinate incident resolution with after-hours on-call coverage. You will support network and infrastructure teams, coordinate plant application issues, and lead complex service requests with local projects.

The role requires strong incident management capabilities, ITIL knowledge, and network expertise.