IT Technician III

at  RoslinCT

QUALIFICATIONS

• Bachelor’s degree in computer science or related discipline. Equal weight will be given to equivalent relevant experience and professional certifications.

• We are looking for an IT Technician III to join our team!
• This position will ensure the stability, security, and efficiency of the company’s IT infrastructure by resolving complex technical issues, acting as a point of escalation and leading advanced troubleshooting efforts.
• Collaborate on system and infrastructure projects, monitor critical systems, and implement technical improvements to support business operations.
• Maximum uptime, optimizes IT services, and aligns with organisational goals and compliance standards.
• Provide advanced 2nd/3rd line IT support to internal teams, both onsite and remotely, troubleshooting and resolving hardware, software, and network issues.
• Lead technical projects aligned with organizational goals, including system upgrades and infrastructure improvements.
• Monitor and maintain critical IT systems to ensure stability and availability, coordinating with external vendors when necessary.
• Troubleshoot complex incidents, performing root cause analysis and documenting solutions in the knowledge base.
• Monitor service desk queues, ensuring incidents and service requests are addressed within agreed SLAs, while improving KPIs.
• Support business-critical systems and applications, ensuring optimal performance and swift resolution of issues.
• Manage backups and disaster recovery processes, addressing failures and ensuring data integrity.
• Develop and document IT processes and procedures to enhance service delivery and streamline operations.
• Ensure compliance with industry guidelines, regulations, and internal policies, including GMP standards.
• Identify and resolve network-related issues (LAN/WAN, VPN, firewalls) to ensure uninterrupted business operations.
• Monitor cloud environments (AWS) for performance optimization and cost efficiency.
• Collaborate with external vendors and service providers to ensure the timely delivery of hardware, software, and infrastructure services.
• Train and document processes for new software installations and IT procedures, ensuring team alignment.