Role: IT/OT Support Engineer
Duration: 12+ months
Location: Remote
Job Description:
Key Skills
Demonstrated ability to own end-to-end troubleshooting for IT/OT issues impacting lab and manufacturing operations, using a structured approach to isolate root cause and drive permanent fixes.
Strong capability to operate within a shared-services and limited-privilege model by collecting evidence locally, escalating effectively to the correct resolver group, and following through to closure.
Working knowledge of regulated (GxP/GMP) expectations as they apply to IT/OT support, including documentation discipline, audit readiness, and riskbased decision making. Experience supporting or coordinating backup, retention, storage/capacity, and recovery readiness for lab and OT workloads; comfortable verifying logs, test restores, and addressing gaps proactively.
Ability to define technical requirements for lab and OT connectivity (ports/protocols, access needs, performance expectations) and coordinate implementation across global/shared service teams (e.g., Networking, Cybersecurity, IAM, Server/Windows, VMware/Virtualization, Storage/Backup, End User Computing) and vendors.
Working knowledge of Windows administration fundamentals and enterprise identity concepts (e.g., Active Directory groups/access patterns) and the ability to troubleshoot authentication and authorization issues.
Experience with virtualization platforms and concepts (e.g., VMware), including diagnosing issues spanning host, VM, network, storage, and application layers.
Practical understanding of network fundamentals (switching/routing concepts, VLANs, DNS/DHCP, firewall rule intent) sufficient to troubleshoot connectivity issues and request correct changes from network/security teams.
Familiarity with lab and manufacturing system environments (e.g., LIMS/CDS/instrument connectivity, SCADA/HMI/historian ecosystems) and the ability to work with vendors and SMEs to restore service quickly.
Strong documentation skills, including producing clear incident notes, RCA summaries, connectivity requirements, and maintaining asset/CMDB accuracy.
Effective planning and prioritization skills across concurrent incidents and project work, including stakeholder communication, expectation-setting, and escalation based on business risk.
Strong verbal and written communication skills; able to translate technical issues into business impact and risk language for non-technical stakeholders.