Sr. Engineer - IT Ops - Site Services (IT Support Engineer)

Provide first‑level IT support by handling and troubleshooting user issues, resolving or escalating incidents, updating and tracking tickets until closure, communicating clearly with users, and suggesting improvements to IT processes.

• Executes End user support services in Mauritius
• Provide onsite deskside and walk-up support for PCs, mobile devices, and thin clients.
• Support conference rooms and digital signage (local deployment and maintenance).
• Manage desktop, laptop, mobile device, and thin client lifecycle (stocking, issuing, redeployment, disposal).
• Provide local support for physical data/voice networks and global security devices under L3 guidance.
• Offer best-effort support for site-purchased handheld devices.
• Act as IT liaison with local site management.
• Manage front-office printers.
• Manage vendor relationships for hardware/software maintenance.
• Assist in maintaining the IT defined standards involving other stakeholders.
• Support IT Application installation as necessary.
• Support local customer initiatives and align with IT standards.
• Provide onsite and on-call support for critical issues.
• Maintain PC and software inventory.
• Use IT ticketing systems for incident tracking and resolution.
• Engage with customer / leadership team and provide proactive support.
• Flexible to work on shifts and weekends on-demand
  
  

Education:

• BA/BS Degree in Information Systems or relevant work experience required
• BS in Computer Science preferred

Experience:

• Minimum of three (3) years of experience in IT infrastructure and desktop support required
• Experience in support of back-office operation
• Experience supporting Printer management.
• Experience in working with ticketing system platform e.g. ServiceNow

Skills/Competencies:

• Strong technical knowledge and ability to express complex technical concepts in terms that are understandable to the business
• Working knowledge of supporting SAP clients on Windows preferred
• Understanding of networking principles such as DNS, WINS, switching, routing, VLANs, and firewalls
• Ability to administer vendor, outsourcer, consultant contracts and service agreements as appropriate within scope
• Ability to work independently and prioritize workload as appropriate
• Strong teamwork skills and ability to develop working relationships
• Ability to interface effectively with people at all levels of the organization

Other Skills:

• Demonstrates a strong drive for results
• Proven ability to manage multiple projects toward timely completion
• Collaborates productively as a team member

ORGANIZATIONAL RELATIONSHIPS/SCOPE:

• The Sr. Engineer - IT Ops - Site Services reports directly to the Manager, IT Operations & Support. He/she works closely with both members of the IT and Site operation teams.

WORKING CONDITIONS:

• The work environment is split between an office setting and IT environment. Travel to other Avantor sites will be required on occasion.

DISCLAIMER:

• The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.