IT Infrastructure Support Engineer

Job Title : IT Infrastructure Support Engineer
Location : Remote

Job Description :

We are seeking an experienced IT/OT Infrastructure Support Engineer to support laboratory and manufacturing operations in a regulated GxP/GMP environment. The ideal candidate will have strong troubleshooting, root cause analysis, Windows Server administration, VMware virtualization, networking, backup and recovery, and laboratory/manufacturing systems support experience.

The candidate must be capable of managing incidents end to end, coordinating with global shared-service teams and third-party vendors, maintaining compliance documentation, and ensuring the reliability and availability of critical lab and manufacturing systems.

Key Responsibilities

• Perform end-to-end troubleshooting of IT/OT infrastructure issues affecting laboratory and manufacturing operations.
• Conduct root cause analysis (RCA), manage incidents, identify recurring issues, and implement permanent corrective solutions.
• Support IT/OT systems in regulated GxP/GMP environments, ensuring compliance with documentation, audit readiness, and risk management requirements.
• Troubleshoot Windows Server issues, including system performance, availability, and configuration.
• Manage and troubleshoot Active Directory, user authentication, access permissions, security groups, and authorization issues.
• Support VMware virtualization environments and diagnose issues across hosts, virtual machines, networks, storage, and applications.
• Troubleshoot network connectivity issues involving DNS, DHCP, VLANs, routing, switching, and firewall configurations.
• Coordinate with Networking, Cybersecurity, IAM, Windows/Server, VMware, Storage/Backup, and End User Computing teams to resolve infrastructure issues.
• Support backup, data retention, storage capacity, recovery readiness, and restore validation for laboratory and OT workloads.
• Define and document connectivity requirements, including ports, protocols, access permissions, and performance expectations.
• Support laboratory systems, including LIMS, CDS, and laboratory instrument connectivity.
• Support manufacturing systems and infrastructure, including SCADA, HMI, and historian platforms.
• Coordinate with vendors, technical SMEs, and service providers to resolve complex technical issues and restore services promptly.
• Work effectively within a shared-services model by gathering local evidence, escalating issues to the appropriate resolver teams, and tracking incidents through resolution.
• Maintain accurate technical documentation, incident records, RCA reports, connectivity requirements, and Configuration Management Database (CMDB) records.
• Prioritize multiple incidents and project activities based on business impact, operational risk, and urgency.
• Communicate technical issues, service impacts, risks, and resolution plans clearly to technical teams and business stakeholders.