Laboratory Systems Support Specialist (all Genders)

Laboratory Systems Support Specialist (All Genders)

BioAgilytix is a leading bioanalytical contract research organization (CRO) for the approval of biopharmaceuticals. Our comprehensive laboratory services support every phase of approval studies - from early development work to preclinical analyses to clinical phases under GxP regulations. Our global team of experts in Europe (Hamburg) and the USA (Durham, San Diego, and Boston) supports research pharmaceutical and biotech companies with the approval of new drugs, so that patients benefit as quickly and effectively as possible. Excellent science requires great employees. At BioAgilytix, you will be part of a highly professional team that supports modern bioanalytical methods with top-class services for biopharmaceuticals.

The Lab System Support Specialist I provides remote and on-site support services for company personnel at all locations. The specialist responds promptly to service requests from end-users, processes configuration requests for laboratory systems, resolves IT problems with laboratory and scientific equipment, and offers support for projects related to the company's entire infrastructure and validated computerized systems.

For our office in Hamburg, we are looking for a full-time representative for Laboratory System Support Specialist I (all genders) starting immediately.

Your Responsibilities:

• Prioritize and respond to service requests from end-users, track work activities in the IT ticket system, involve other support resources as needed, and communicate the status to the requester.
• Follow standard operating procedures, including those for account management, workstation configuration, change control, application configuration, problem escalation, and incident handling.
• Maintain accurate records of technical equipment to determine the need for additional consumables and system replacement.
• Support network and desktop printing for laboratory equipment.
• Manage user accounts for Active Directory, specialized scientific applications, or other company systems.
• Provide end-user training in the use of laboratory systems.
• Work with other IT staff and contractors to resolve complex problems and system failures.
• Troubleshoot network connectivity issues for laboratory equipment.
• Responsible for troubleshooting and repairing laboratory workstation hardware.
• Coordinate support from laboratory system vendors.
• Manage version control of all validated systems.
• Participate in the qualification and/or validation of all company IT environments, systems, and software.
• Participate in the qualification and/or validation of all BioAgilytix Europe laboratory equipment and software.
• Manage the qualification and/or validation status of the company's IT infrastructure and systems by following guidelines and standard operating procedures.
• Track and address exceptions and deviations during qualification activities.
• Support validation service providers in conducting on-site validation as needed or required.
• Maintain confidentiality of client and company information.
• Ensure the security and integrity of company systems at all times.

Your Profile:

• Bachelor's degree in an IT-related field or equivalent professional experience.
• Minimum required experience working with IT equipment in a GxP environment with one (1) to three (3) years of experience.
• Minimum three (3) years of experience in an end-user support role, preferably in a regulated industry, with knowledge in computer hardware, software, data cabling, network protocols, and desktop implementation/support.
• Advanced knowledge of the Windows desktop operating system environment and PC applications (such as Word, Excel, and Outlook) is required.
• Demonstrated ability to provide exceptional customer service and take responsibility for problems.
• Ability to communicate professionally with a variety of people face-to-face, on the phone, and in writing.
• Ability to manage Tier 2 and Tier 3 incidents.
• Ability to plan and prioritize work without supervision.
• Ability to manage Active Directory, DNS, and other assigned server-based applications.
• Ability to work in a fast-paced environment where multiple projects are in progress and need to be completed on time.
• Strong teamwork, service orientation, and excellent communication skills.
• High level of initiative, diligence, and sense of responsibility, hands-on mentality.
• Serenity, composure, and humor to remain calm and solution-oriented even in stressful situations.
• Very good German and good English skills - spoken and written.

We welcome all applications – regardless of gender, nationality, ethnic and social origin, marital status, religion/beliefs, disability, age, sexual orientation, and identity. We do not tolerate racism or discrimination, because Diversity, Equity & Inclusion at BioAgilytix means "You belong!"

We offer:

• Permanent employment contract
• Flexible working hours
• Collaborative work in a highly motivated team
• Structured onboarding (onboarding, mentoring, and induction)
• Subsidy for public transport network / professional ticket and company parking spaces
• Participation in the company pension scheme and/or additional services
• Additional company health insurance
• Team events
• Corporate benefits
• Employee referral program
• Good working atmosphere in an international environment