Senior IT On-Site Support & Infrastructure Lead

We are seeking an experienced Senior IT On-Site Support & Infrastructure Lead to take full ownership of IT operations, deskside support, and local infrastructure management across our sites in Lyon as well as support our remote field force.

In this role, you will act as the primary single point of contact for local end-users and business unit leads. You will manage the full lifecycle of IT assets, maintain data center and office infrastructure, oversee mobile and fixed-line telephony management, and support specialized GxP/compliance environments.

Tasks

1. Deskside Support & ITSM Management

• Provide Tier 2/3 hands-on and remote support for workstations, mobile devices, AV/video conferencing equipment, printers, and peripherals.
• Efficiently log, prioritize, troubleshoot, and resolve incidents and service requests using ServiceNow in alignment with organizational SLAs.
• Collaborate with global IT Service Desk (ITSC) teams to improve First Contact Resolution (FCR) and escalate complex issues to network, server, or application SMEs.
• Maintain clear notes, ticket updates, and knowledge base documentation.

2. Asset Lifecycle & Vendor Procurement

• Maintain complete ownership of local asset inventories (laptops, desktops, monitors, phones, printers, and UPS devices).
• Oversee end-to-end device deployment, system imaging, domain joining, equipment collection, and leasing/recycling returns with HR and vendors.
• Manage software procurement for non-standard applications (e.g., Articulate, SEMrush) by validating licensing, requesting quotes, and managing approvals.
• Coordinate exceptional equipment transport between Lyon and Paris for business events and seminars.
• Manage local E-Waste reporting and handoff to Finance and IT Leads.

3. Telephony & Mobile Fleet Administration

• Serve as the main administrator for mobile carrier partnerships (Orange, SFR).
• Oversee mobile line allocations, enrollments (iPhones/iPads via MDM), inventory tracking, SIM replacements, loss/theft police reporting, and insurance processes.
• Audit and track fixed-line, toll-free fax, and mobile invoices to prevent late payments and optimize costs.

4. Data Center & Local Infrastructure Support

• Serve as local "Hands & Feet" support for Data Center/MDF/IDF room operations, rack elevations, and server/networking gear.
• Partner with local Facilities teams to schedule and verify routine maintenance for UPS systems and Precision Air Conditioning (PAC) units.
• Maintain endpoint security compliance (CrowdStrike, BitLocker, Zscaler, Carbon Black, AV engine definitions, and OS security patch levels).

5. GxP System & Compliance Support

• Grant admin access and perform security hardening on GxP-validated laboratory and manufacturing systems in accordance with compliance guidelines.
• Coordinate GxP application troubleshooting with vendors and internal business stakeholders.
• Perform and verify periodic data backups, archivals, restorations, and folder creations (e.g., Empower servers).
• Install, configure, and troubleshoot specialized print infrastructure (Zebra, thermal, dot matrix, and Canon printers) within GxP environments.

Requirements

Experience: 8+ years of hands-on experience in IT deskside support, site IT administration, and infrastructure coordination.

Languages: Fluent in French (spoken and written) is mandatory; strong working proficiency in English for global team coordination.

Technical Proficiency:

• Operating Systems: Windows 10/11, macOS, iOS, iPadOS.
• Enterprise Security: BitLocker, CrowdStrike, Carbon Black, Zscaler, Symantec.
• Systems & Tools: ServiceNow (or similar ITSM), MDM tools, Active Directory, basic networking (TCP/IP, Wi-Fi, VOIP).
• Infrastructure: UPS units, MDF/IDF rack patching, basic Data Center maintenance.

GxP Experience: Prior exposure to GxP compliance, computer systems validation (CSV), or lab software (e.g., Empower) is highly advantageous.

Soft Skills: Self-directed leader capable of managing multiple geographical sites, field force teams, vendor contracts, and senior business stakeholders.