PCI Pharma Services

Pharmaceutical packaging and contract services

Desktop Support Specialist 2

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeTredegar, UKNo salary listedIn-person

About the Job

Requirements

A bachelor's degree in a computer-related field or equivalent experience in a helpdesk-related field is required.
Experience with hardware and software is required.
Experience troubleshooting network connectivity issues is required.
Basic understanding of TCP/IP, DHCP, Active Directory, EMC, and DNS is required.
Experience troubleshooting Microsoft Office, computer setups, software installations, and basic network connectivity issues is required.
Experience with iPhone setup and iOS troubleshooting is required.
Ability to prioritize work with little to no supervision and escalate issues when needed is required.
Ability to work both as part of a team and independently on projects is required.
Basic mathematical skills are required.
Intermediate computer skills, including the ability to perform more complex computer tasks and knowledge of various computer programs, are required.
Full professional proficiency in speaking, reading, and writing for professional needs is required.
High reasoning skills to solve practical problems with limited standardization and interpret instructions in various forms are required.
High standard of report writing is required.
Analytical thinking and problem-solving are required.
Ability to work under pressure with conflicting priorities is required.
High personal integrity is required.
Customer service skills are required.
Judgment and decision-making are required.

Responsibilities

Provide daily support to PCI end users.
Monitor the Solution Center and resolve submitted issues efficiently.
Accurately diagnose computer hardware, software, and network connectivity issues, and determine when escalation is needed.
Perform hardware and software installations and provide support professionally.
Monitor the Solution Center and Spiceworks.
Set up computers, including operating systems, Microsoft updates, antivirus installation and configuration, software installation and configuration, network configuration, and imaging or re-imaging PCs and laptops.
Install, configure, and troubleshoot Microsoft Office.
Perform basic hardware and software troubleshooting and install or upgrade hardware and software.
Create and delete network users and maintain basic Active Directory knowledge.
Create and delete mailboxes and maintain distribution groups using EMC.
Set up iPhones and troubleshoot iOS issues.
Procure computers, desktops, and printers.
Escalate Solution Center submissions appropriately.
Provide one-on-one end-user assistance by phone, email, Bomgar, or the Solution Center.
Coordinate with third-party service providers to arrange timely repairs or configurations for systems covered by maintenance agreements or warranties, and outsourced systems.
Keep current with technology.

Desired Qualifications

Understanding of Good Manufacturing Practice (GMP).
Attention to detail.
Time management skills.
Ability to work independently and/or as part of a team.

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

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.

Job Description

General Purpose of Role:

The Desktop Support Specialist II's primary responsibility is daily support of PCI end users. This will be accomplished by monitoring the Solution Center and resolving Solution Center submissions efficiently. Diagnose computer hardware / software, & network connectivity accurately and efficiently. Use good judgement in determining if issue needs escalation. Performs hardware / software installs & provide all support in a professional manner.

Main Responsibilities:

End user support
Monitor Solution Centre, Spiceworks
Computer setups, which includes, but is not limited to: Operating Systems setup, installation of MS updates, Anti-Virus installation / configuration, software installation / configuration, network configuration, image / re-image PC / laptops.
Proficient with MS Office installation, configuration, and troubleshooting
Basic hardware & software trouble shooting, ability to install / upgrade hardware / software.
Network user creation / deletion, basic knowledge of AD
Mailbox creation / deletion, distribution group maintenance, basic knowledge of EMC
iPhone setup & IOS troubleshooting.
Procurement of, but not limited to: Computers, desktops, & printers
Proper escalation of Solution Centre submissions
Provide one on one assistance to end users by either phone, email, Bomgar, or Solution Centre
Coordinate with third party service providers for timely repair / configurations of systems under maintenance agreement warranty or systems that are outsourced.
Keep up to date with current technologies.

Specific Qualifications:

Bachelor’s degree in computer related field or equivalent experience in helpdesk related field
Experienced with hardware / software
Experienced in troubleshooting network connectivity issues
Basic understanding of TCP/IP, DHCP, AD, EMC, & DNS
Experience in troubleshooting in, but not limited to: MS Office, Computer setup, software installs, & basic network connectivity issues
iPhone setup & IOS troubleshooting
Ability to prioritize work with little to no supervision, which includes ability to escalate issues when needed
Be able to work as part of team, but also be able to work on projects alone

Specific Knowledge / Skills Competence:

Essential

Basic Mathematical Skills
Intermediate Computer Skills: Ability to perform more complex computer tasks and has knowledge of various computer programs.
Full Professional Proficiency: Ability to speak, read, and write fluently and accurately on all levels pertinent to professional needs.
High Reasoning: Ability to solve practical problems and deal with a variety of concrete variables in situations where there is only limited standardisation. Ability to interpret a variety of instructions that may be provided in various forms.

High Standard of Report Writing

Desirable

Understanding of GMP.
Ability to demonstrate attention to detail.
Ability to display excellent time management skills.
Ability to work independently and/or as part of a team.
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Behavioural Competencies:

Analytical thinking and problem-solving.
Ability to work well under pressure with conflicting priorities.
Extremely high personal integrity.
Excellent customer service skills.
Team player.
Judgement and decision-making.

#LI-MS1

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

Equal Employment Opportunity (EEO) Statement:
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.

About the Company

PCI Pharma Services

Pharmaceutical packaging and contract services

PCI Pharma Services provides end-to-end pharmaceutical packaging and related services, including folding cartons, labels, contract packaging, clinical services, and brand protection, acting as a one-stop source for healthcare product development and commercialization. It handles packaging operations from cartons and labels to contract packaging and labeling, plus clinical packaging and brand protection, with processes built on cGMP and ISO compliance, lean manufacturing, and ongoing R&D, supported by mandatory training and strict security, hygiene, and inspections. It differentiates itself with eight decades of experience and a broad, integrated service suite under one roof, reducing risk and handoffs for clients. Its goal is to be a trusted packaging partner that delivers reliable, compliant, and scalable solutions so healthcare brands stay protected and clients can focus on their core business.

Company size: 1-10
Company stage: Debt Financing
Total funding: $4B
Headquarters: Burlington, Canada
Founded: 1971

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