Information Technology Support Administrator

Company Description Uhlmann is a leading global systems supplier specializing in packaging solutions for pharmaceutical products. The company offers a broad portfolio that includes blister machines, cartoners, end-of-line packaging equipment, and complete packaging lines for tablets in bottles. Uhlmann designs and assembles customized lines in close cooperation with pharmaceutical manufacturers worldwide, emphasizing reliability, high productivity, and long-term system availability. A comprehensive range of lifecycle services supports smooth operation and helps customers improve pharmaceutical production quickly and efficiently on a global scale.

Role Description We are looking for a motivated and service-oriented IT professional to strengthen our IT presence in the Americas region. In this role, you will provide 1st Level IT support for users in the USA, Mexico, and Brazil while also coordinating and managing local and regional IT initiatives and projects.

This person will be the first point of contact for all IT-related issues for the region, support the implementation of global IT standards, and serve as the connection between regional business teams and the global IT organization. This includes directing all IT operations to meet customer requirements as well as the support and maintenance of existing applications and development of new technical solutions. As part of an international IT team and company, you will participate in group-wide IT planning and implementation of projects.

Qualifications

• Provide first-level IT support for end users across the United States, Mexico, and Brazil, resolving hardware, software, Microsoft 365, network, and business application issues.
• Install, configure, maintain, and troubleshoot desktops, laptops, mobile devices, printers, copiers, meeting room technology, and other end-user equipment.
• Administer user accounts, email access, system permissions, and support employee onboarding, offboarding, and access management.
• Monitor, maintain, and troubleshoot local and regional network infrastructure, servers, connectivity, and related hardware to ensure reliable operations.
• Perform system backups and support data protection, disaster recovery, failover, capacity planning, storage management, and overall system performance.
• Provide basic administration and end-user support for SAP Portal, SAP SRM, and other enterprise business applications.
• Coordinate incidents, service requests, and problem resolution with global IT teams, headquarters, vendors, and external service providers.
• Serve as the primary IT liaison for North and Latin American business locations, ensuring effective communication and alignment between local operations and the global IT organization.
• Coordinate regional IT infrastructure, cloud, workplace technology, and business application projects, including planning, scheduling, testing, deployment, and go-live activities.
• Track project milestones, risks, issues, action items, and stakeholder communications to ensure successful project execution.
• Collaborate with business departments to gather requirements, recommend technology solutions, and support IT transformation and standardization initiatives.
• Manage IT hardware, software, licensing, procurement, inventory, asset lifecycle, and vendor relationships while ensuring compliance with company standards.
• Maintain accurate documentation of IT assets, configurations, operational procedures, technical solutions, and knowledge base articles within the IT Service Management system.
• Ensure compliance with corporate IT security, governance, technology standards, and regulatory requirements while supporting continuous process improvement.
• Provide end-user training, technical guidance, and budget planning support while maintaining current technical knowledge through ongoing professional development.
• Perform other duties as assigned

Knowledge, Skills, & Abilities

• 5+ years working experience in enterprise IT-infrastructure environments (100+ clients/users) performing client, network and server systems engineering (hardware and software)

Knowledge required in:

• Microsoft Windows Server
• Active Directory
• Office 365
• In-Tune
• Microsoft Exchange Online
• VMware
• Veeam Backup
• Citrix
• TrendMicro
• Azure
• Endpoint Management
• Experience with supporting manufacturing infrastructure (ie. SolidWorks, Vericut, etc.)
• Good communication skills are essential
• Ability to work under minimal supervision
• Ability to maintain effective working relationships with co-workers and management
• Ability to read, write, speak, understand and communicate in English sufficiently to perform the duties of the position

Nonessential Knowledge, Skills & Abilities

• Knowledge of the German language

Physical Demands/Requirements

• Constantly working with a computer/laptop which could cause strain of the eyes
• Constantly working with a keyboard which could cause a strain on the wrists and fingers
• Ability to regularly use hands to handle, feel or operate objects, tools and office equipment and to reach with hands and arms
• Occasionally must lift, move and carry up to 25 pounds
• Occasionally works near moving equipment and electrical current
• Ability to sit for prolonged period of time
• Frequently required to stand, walk, talk, hear, sit, climb, balance, kneel, crouch, crawl, smell
• Ability to think, speak, hear and process information

Education, Experience, & Special Requirements

• Education : Bachelor’s Degree in Computer Science or comparable major
• Licensing and/or Certifications: ITIL Foundation Certification, MTA, MCSA, CCNA is a plus
• Experience : Requires a minimum of 5 years of experience in IT infrastructure support
• Special Requirements: N/A
• Success Factors
• Customers and service oriented
• Strong attention to detail and organization
• Ability to manage multiple priorities across different countries
• Positive attitude
• Commitment to standardization, documentation and continuous improvement