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Upper Hutt, Wellington, New Zealand / Aotearoa
Onsite
Not Available
Job Description
Onsite Technical Site Lead
Permanent, full-time role with competitive remuneration and benefits
Location: Onsite role, Upper Hutt, Wellington, New Zealand
Career growth: Expand your expertise in a global IT environment
Professional development: Gain leadership and technical experience in a dynamic role
As the Onsite Technical Site Lead, you will act as the site lead for Global End User Services within IT, providing end-user support and managing local IT infrastructure. You will be the technical focal point for the site, leading infrastructure-related work, supporting service delivery, and ensuring systems, processes, and vendor services remain aligned to business, quality, and compliance requirements.
You will be accountable for service delivery, technical leadership, project execution, local IT asset management, and the site departmental budget. You will also support business continuity by diagnosing and resolving complex technical issues, acting as a consultant between IT teams, business users, management, and vendors, and helping to maintain infrastructure in an audit-ready state across EHS, Financial, and GxP requirements.
You will support and improve end-user computing and infrastructure operations, deliver local technology projects and integrations, manage suppliers to KPI targets, and mentor team members. You will also represent the Global End User Services organisation at site level, summarise complex issues for senior IT leadership, support shop-floor devices, and provide occasional out-of-hours support for upgrades and advanced troubleshooting.
What You Will Do
Responsibilities include, however not limited to:
Lead onsite end-user support and infrastructure operations for the site.
Diagnose, document, and resolve complex hardware, software, network, and end-user issues.
Manage local IT services, vendor performance, and supplier relationships to agreed KPIs.
Support production and supply chain systems, including shop-floor devices such as handhelds, laptops, and scanners.
Implement, integrate, and support local IT projects, technologies, and procedures.
Ensure compliance with company standards and audit-ready requirements across EHS, Financial, and GxP.
Apply global ITSM processes including Configuration, Change, Incident, and Problem Management.
Maintain comms/server rooms and workspace in a safe, organised, and compliant condition.
Manage local IT assets and site budget.
Mentor and support team members and prepare updates for senior IT leadership.
Collaborate with business users, suppliers, and global IT teams across vast, cross-functional groups.
Provide occasional out-of-hours support for upgrades and advanced troubleshooting.
What You Must Have
Degree in Computer Science, Information Systems, Engineering, or equivalent, preferred
Extensive prior working experience in IT infrastructure services or IT operations
Extensive hands-on experience supporting production and supply chain systems
Strong knowledge of end-user computing, network infrastructure, server hardware, wireless, backup, and structured cabling
Experience troubleshooting networks, firewalls, servers, process networks, and end-user interfaces
Experience in GxP-compliant manufacturing or laboratory environments
Understanding of the Purdue Model, SFN, and OT-IoT concepts
Proficiency in ITIL or similar ITSM frameworks and project management
Experience with ServiceNow, Jira, and Sunbird DCIM
Strong communication, stakeholder management, problem-solving, and presentation skills
Ability to work independently, prioritise effectively, and escalate when needed
What You Can Expect
A trusted global IT environment with real site ownership
Opportunity to lead, influence, and improve local service delivery
Exposure to modern technologies, projects, and stakeholder groups
Collaborative team culture with development opportunities
The chance to make a meaningful impact in a regulated manufacturing environment
The role may evolve to include people management responsibilities over time
We are proud to be a company that embraces the value of bringing talented and committed people together. The fastest way to breakthrough innovation is when ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive workplace.
Required Skills:
Business Process Improvements, Information Systems Strategy, Information Technology (IT) Infrastructure, Information Technology (IT) Services, Information Technology Operations, IT Hardware, IT Networking, IT Performance Management, Network Assurance, Networking Hardware, Network Software, Operational Excellence, Project Management, Server Hardware, Stakeholder Relationship ManagementPreferred Skills:
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Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
Employee Status:
RegularRelocation:
No relocationVISA Sponsorship:
NoTravel Requirements:
No Travel RequiredFlexible Work Arrangements:
Not ApplicableShift:
Not IndicatedValid Driving License:
NoHazardous Material(s):
N/AJob Posting End Date:
08/14/2026*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.