Technical Support Specialist III

WuXi Advanced Therapies is a leading global cell and gene therapy contract, testing, development, and manufacturing organization (CTDMO) that is dedicated to advancing the development and commercialization of cell and gene therapies. Our values include innovation, excellence, and collaboration, which are reflected in our mission to accelerate the development and availability of life-saving therapies for patients in need. 

Working at WuXi Advanced Therapies means being part of a dynamic, fast-paced, and innovative environment where you will have the opportunity to work on cutting-edge technology and make a real difference in the lives of patients. Our culture is collaborative and supportive, with a focus on teamwork and continuous learning. 

Our parent company, WuXi AppTec has over 1,800 US-Based employees located with 11 facilities in 8 states. Globally WuXi AppTec spans to more than 39,000 employees with 32 facilities in 9 countries.

Responsible for identifying root cause issues and providing solutions or routing to next tier of support. In addition, The Support Technical Specialist III will be counted on to perform intermediate tasks in defined skill areas/applications by continuously building on current job knowledge; maintain effective relationships with peers, and vendors. Support team decisions and follow through with team responsibilities and communicate clearly and accurately both verbally and in writing where applicable.

Customer service and technical support to end-users for hardware and software
• Imaging and deployment of computer equipment.
• Manages and maintain equipment inventory.
• Ensures that all phases of IT support, including installations, upgrades, hardware, software, peripherals, etc. are properly coordinated, monitored, tracked, and resolved.
• Works with network administrators and application support staff to ensure user management, customer service and proper troubleshooting.
• Initiates actions or escalations to ensure connectivity and minimize downtime for IT provided computing services and infrastructure.
• Works alongside and communicate closely with System/Network Administrators and IT Manager on high priority/critical incidents as needed
• Contacts vendors and contractors as needed. Manage repair process of those vendors.
• Assists with end user device security functions that may include anti-virus and malware protection.
• Assists in infrastructure projects that may include, but are not limited to: VoIP deployments, network upgrades, server upgrades, email system upgrades and application deployments.
• Trains Users on IT systems, policies, and procedures as needed.
• Create, update and maintain Work Instructions for the department
• Review Department SOP’s and keep current with company Policies

• • Trains Technical Support Specialists on IT systems, processes, and procedures.
  • Coaches and mentor Technical Support Specialists Respond to, escalate/reassign, and close helpdesk tickets
  • Works on routine assignments per written procedures, where ability to recognize deviation from accepted practice is required.
  • Normally receives minimal instructions on routine work and detailed instructions on new assignments.
  • Ability to work in a team environment and independently as required

• 3 - 5 years of relevant experience or equivalent
• Associates’ or Bachelors’ degree in computer science, information technology, or similar
• A+, MCSE or equivalent IT certification Preferred

Knowledge / Skills / Abilities:
• Advanced knowledge of Windows 7/10/11 operating systems and MS Office 20xx.
• Advanced knowledge of PC hardware, troubleshooting and repair
• Advanced knowledge of Printers, troubleshooting and repair
• Basic knowledge of Active Directory.
• Basic understanding of the OSI model, TCP/IP, DCHP, and DNS
• Ability to keep up with technical innovation and trends in IT support.
• Exceptional ability to provide technical support and resolve queries.
• Exceptional interpersonal and communication skills.
• Proficient in Microsoft O365 (Excel, Word, Outlook, OneDrive)

Our Values:

Integrity & Dedication, Working Together & Sharing Success; Do the Right Thing & Do it Right.

Our greatest asset is our people, WuXi is dedicated to providing opportunities for internal growth with direct access to a dedicated and accessible Human Resources team.

WuXi AppTec provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.