2nd Line Support Analyst

Northumberland Permanent 30000 Ref: 410963

Job Summary:

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

Desirable Skills & Experience

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