Senior IT Technical Support

This is us

At Avenga, we believe that human creativity empowers technology that matters.

Operating globally, our 6000+ specialists provide a full spectrum of services, including business and tech advisory, enterprise solutions, CX, UX and UI design, managed services, product development, and software development.

This is the job

We are looking for a Senior IT Technical Support Specialist to join our team and provide expert-level support for a complex and validated IT environment. The ideal candidate will bring strong experience in IT service delivery, incident management, and application support, with a solid understanding of MES systems (preferably PharmaSuite), GxP regulations, and ITIL practices.

You will be responsible for the end-to-end lifecycle of technical issues, improvements, and changes, working closely with cross-functional teams and delivery partners. This role includes rotational on-call support and may require occasional overtime.

This is you

• 5+ years of experience in IT technical support or a similar domain.
• Proven experience managing incidents, problems, and changes in accordance with ITIL practices.
• Strong knowledge and hands-on experience with Manufacturing Execution Systems (MES), ideally PharmaSuite.
• Experience supporting Microsoft Windows Server 2016+, Microsoft SQL Server 2016+, and Red Hat JBoss EAP.
• Familiar with ServiceNow for ticket and incident handling.
• Solid understanding of GxP requirements, CSV (Computer System Validation), and documentation best practices.
• Capable of scripting, testing, and configuring IT solutions based on business needs.
• Excellent troubleshooting and analytical skills.
• Strong domain knowledge in manufacturing, supply chain, quality, and/or engineering is a plus.
• Experience working independently and collaborating with cross-functional teams and delivery partners.
• Ability to lead and mentor specialists within your domain.
• English level: Advanced (written and verbal)
• Willingness to be part of an on-call weekend rotation and support occasional overtime when needed.

This is your role

• Deliver reliable and stable IT services following ITSM (IT Service Management) processes.
• Manage the entire lifecycle of incidents and technical issues, from logging to resolution and closure.
• Perform root cause analysis, provide solutions, and document fixes and lessons learned.
• Ensure operational effectiveness of IT systems, with a focus on system monitoring and proactive issue prevention.
• Support and enhance solutions through configuration, scripting, and testing.
• Ensure systems remain compliant with GxP and validated according to CSV policies.
• Support multiple phases of the solution lifecycle (implementation, operation, retirement).
• Contribute to knowledge management, maintain solution documentation and quality standards.
• Lead or contribute to continuous improvement initiatives and process optimizations.
• Provide subject matter expertise on products and industry best practices.
• Collaborate with external vendors and internal teams to deliver critical services.

This is how we work

• Full-time (100%)
• Working hours: Monday to Friday from 11 AM to 7 PM (Arg time)
• On-call support during weekends based on a rotation model
• Occasional overtime may apply