We are seeking an experienced **Senior IT On-Site Support \& Infrastructure Lead** to take full ownership of IT operations, deskside support, and local infrastructure management across our sites in **Lyon** as well as support our remote field force.

In this role, you will act as the primary single point of contact for local end-users and business unit leads. You will manage the full lifecycle of IT assets, maintain data center and office infrastructure, oversee mobile and fixed-line telephony management, and support specialized GxP/compliance environments.

Tasks
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**1. Deskside Support \& ITSM Management**

* Provide Tier 2/3 hands-on and remote support for workstations, mobile devices, AV/video conferencing equipment, printers, and peripherals.
* Efficiently log, prioritize, troubleshoot, and resolve incidents and service requests using ServiceNow in alignment with organizational SLAs.
* Collaborate with global IT Service Desk (ITSC) teams to improve First Contact Resolution (FCR) and escalate complex issues to network, server, or application SMEs.
* Maintain clear notes, ticket updates, and knowledge base documentation.

**2. Asset Lifecycle \& Vendor Procurement**

* Maintain complete ownership of local asset inventories (laptops, desktops, monitors, phones, printers, and UPS devices).
* Oversee end-to-end device deployment, system imaging, domain joining, equipment collection, and leasing/recycling returns with HR and vendors.
* Manage software procurement for non-standard applications (e.g., Articulate, SEMrush) by validating licensing, requesting quotes, and managing approvals.
* Coordinate exceptional equipment transport between Lyon and Paris for business events and seminars.
* Manage local E-Waste reporting and handoff to Finance and IT Leads.

**3. Telephony \& Mobile Fleet Administration**

* Serve as the main administrator for mobile carrier partnerships (Orange, SFR).
* Oversee mobile line allocations, enrollments (iPhones/iPads via MDM), inventory tracking, SIM replacements, loss/theft police reporting, and insurance processes.
* Audit and track fixed-line, toll-free fax, and mobile invoices to prevent late payments and optimize costs.

**4. Data Center \& Local Infrastructure Support**

* Serve as local "Hands \& Feet" support for Data Center/MDF/IDF room operations, rack elevations, and server/networking gear.
* Partner with local Facilities teams to schedule and verify routine maintenance for UPS systems and Precision Air Conditioning (PAC) units.
* Maintain endpoint security compliance (CrowdStrike, BitLocker, Zscaler, Carbon Black, AV engine definitions, and OS security patch levels).

**5. GxP System \& Compliance Support**

* Grant admin access and perform security hardening on GxP-validated laboratory and manufacturing systems in accordance with compliance guidelines.
* Coordinate GxP application troubleshooting with vendors and internal business stakeholders.
* Perform and verify periodic data backups, archivals, restorations, and folder creations (e.g., Empower servers).
* Install, configure, and troubleshoot specialized print infrastructure (Zebra, thermal, dot matrix, and Canon printers) within GxP environments.

Requirements
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**Experience:** 8 years of hands-on experience in IT deskside support, site IT administration, and infrastructure coordination.

**Languages:** **Fluent in French (spoken and written)** is mandatory; strong working proficiency in English for global team coordination.

**Technical Proficiency:**

* Operating Systems: Windows 10/11, macOS, iOS, iPadOS.
* Enterprise Security: BitLocker, CrowdStrike, Carbon Black, Zscaler, Symantec.
* Systems \& Tools: ServiceNow (or similar ITSM), MDM tools, Active Directory, basic networking (TCP/IP, Wi-Fi, VOIP).
* Infrastructure: UPS units, MDF/IDF rack patching, basic Data Center maintenance.

**GxP Experience:** Prior exposure to GxP compliance, computer systems validation (CSV), or lab software (e.g., Empower) is highly advantageous.

**Soft Skills:** Self-directed leader capable of managing multiple geographical sites, field force teams, vendor contracts, and senior business stakeholders.