IT - Technical Support Specialist II

Be part of something bigger at Minaris Advanced Therapies-where every role contributes to creating hope for patients around the world. As a global leader in cell and gene therapy development, manufacturing, and testing, we turn breakthrough science into real-world treatments that change lives. Our team of over 1,000 experts across North America, Europe, and Asia has helped bring transformative therapies to market.

At Minaris, you'll join a purpose-driven community focused on innovation, collaboration, and patient impact. Whether you're in the lab, in the cleanroom, or behind the scenes, your work will directly support life-saving therapies and make a lasting difference. If you're passionate about advancing cutting-edge science and believe in the potential of cell and gene therapies, we invite you to help shape the future of medicine-one patient at a time.

Position Summary

The Technical Support Specialist II provides advanced technical support for end-user systems, hardware, and applications, resolving issues that exceed Tier 1 support scope. This role follows established procedures to diagnose problems, restore service, and escalate complex or systemic issues to senior technical teams as defined. The Technical Support Specialist II works collaboratively with peers, system administrators, and service owners to ensure timely resolution, accurate documentation, and consistent professional customer experience.

Essential Functions and Responsibilities

• Provide advanced technical support and customer service for hardware, software, and enterprise systems, serving as an escalation point for Tier 1 support.
• Troubleshoot and resolve incidents using documented procedures, knowledge articles, and standard tools.
• Perform imaging, configuration, deployment, and lifecycle support of end-user computing equipment in accordance with organizational standards.
• Maintain accurate asset and inventory records, including tracking, audits, and coordination of repairs or replacements.
• Manage and resolve helpdesk tickets, ensuring proper prioritization, documentation, communication, and timely resolution.
• Identify recurring issues and trends, providing detailed information and diagnostics to support root-cause analysis by senior technical teams.
• Escalate issues following defined escalation paths and collaborate with System Administrators, Network teams, Application Support, or vendors as required.
• Coordinate vendor support cases under existing agreements, tracking progress and communicating status updates.
• Support endpoint security operations including antivirus, malware protection, patching activities, and adherence to security policies.
• Provide operational support for IT projects such as application deployments, system upgrades, and hardware refreshes under the direction of senior staff.
• Create, update, and follow Work Instructions, SOPs, and knowledge base articles to ensure consistency and knowledge sharing.
• Train and assist end users on IT systems, tools, policies, and procedures.
• Share knowledge with peers and assist with onboarding or cross-training efforts as needed.
• Participate in on-call rotations, after-hours support, and overtime as business needs require.
• Ensure all activities comply with company policies, quality standards, and regulatory requirements including GLP and GMP.
• Contribute to the overall effectiveness, efficiency, and continuous improvement of IT operations.
• Perform all job-specific duties in compliance with Minaris Advanced Therapies policies, procedures, and standards.
• Assist other departments as required and perform additional duties as assigned.

Knowledge, Skill & Ability

• Strong working knowledge of Windows 10 and Windows 11 configuration, troubleshooting, and support.
• Strong working knowledge of Microsoft 365 / Office 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
• Strong working knowledge of PC hardware, imaging, deployment, diagnostics, and basic repairs.
• Working knowledge of printer hardware and enterprise print solutions.
• Working knowledge of Conference room technologies.
• Working knowledge of Active Directory user and group management concepts.
• Foundational understanding of networking concepts including TCP/IP, DNS, DHCP, and basic network troubleshooting (OSI Model).
• Understanding of endpoint security principles and best practices.
• Knowledge of IT service management processes including ticket lifecycle, prioritization, escalation, and SLAs.
• Ability to document work clearly and communicate effectively with technical and non-technical users.

Education & Experience

• 2-4 years of relevant IT support experience or equivalent combination of education and experience.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft fundamentals are preferred.

Working Environment

Onsite Employees: Employee will work with moderate noise level. Employee will perform tasks while experiencing numerous interruptions. Employee may travel by car and airplane to work at different locations and may occasionally be required to travel overnight. The work environment is fast paced. This position has the utmost responsibility for compliance with the rules and regulations regarding a safe and healthy work environment relative to their actions and conduct. Off-shift, weekend and overtime duties may be required. While performing the job duties of this job, the employee is regularly required to use English written and oral communication skills.

Physical Requirements

• Must be able to work in Lab setting with Biohazards /various Chemicals
• Must be able to wear appropriate PPE
• Must be able to work in environment with variable noise levels
• Ability to stand /Sit/walk for long periods of time
• Ability to Lift 25lbs routinely
• Ability to crouch, bend, twist, and reach
• Ability to push/pull 25lbs routinely/ often / occasionally
• Clarity of Vision
• Ability to identify and distinguish colors
• Must be able to perform activities with repetitive motions
• Ability to climb step stools/stairs
• Ability to enter refrigerators/freezers of varying temperatures (5°C to -80°C)
• Inside working conditions

Disclaimer

The above information in this description is intended to describe the general nature and level of work performed. It does not contain nor is it intended to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Duties, responsibilities, and activities may change at any time with or without notice.

The estimated base salary range for each open position based in the United States of America is included for all our current openings. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual's qualifications, location where the role is to be performed, internal equity, and alignment with market data. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) as part of the compensation package. Minaris Advanced Therapies employees are eligible for a comprehensive benefits package, including medical insurance, vision insurance, dental insurance, 401(k), paid time off, tuition assistance, and more.