IT Infrastructure Support Engineer

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. 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.

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.