IT Site Support Engineer III
Job Title:
IT Site Support Engineer IIIWhat You Will Be A Part OfWhen you are part of Thermo Fisher Scientific, you'll do challenging work, and be part of a team that values performance, quality and innovation.
As part of a successful, growing global organization you will be encouraged to perform at your best.
With revenues of more than $24 billion and the largest investment in R in the industry, we give our people the resources and opportunities to make significant contributions to the world.
Position DescriptionCorporate Infrastructure and Security Site SupportQualificationsBachelor's Degree preferred, but combination of experience and education consideredITIL certification preferredRoles & ResponsibilitiesProvide in-house support for End UsersIMAC SupportAble to perform the following without direct daily involvement from manager, senior team member, or leadProvide resolutions for users for Corporate applications and hardwareSupport resolutions for business group applicationsIncident and Request Queue management - Ticket creation/Categorization/PrioritizationTicket escalation to respective Support GroupManage follow up actions for customers without promptingReview metrics and take action to improve where necessaryMinimum Requirements4 - 6 years' experience in Desktop support.
Understanding of client/server networks, protocols, common Internet services, Active Directory, and how these work together to provide servicesProblem solving with an understanding of how the OSI layers interact to provide root causeDesired SkillsGreat communication skills, written and verbal communication and customer management experience to handle global customersWork experience with interacting with clients / team across the World and providing solutions to colleagues and peersKnowledge on operations/service delivery and ability to manage critical situations with minimum supervisionAbility to identify new / additional tasks that improve employee experienceGreat understanding of Computers and Trouble shooting skills required.
Ability to work in a team and be a subject matter expert to provide guidance on solutionsAbility to interact and work with vendors and escort them around a facility and direct the vendor as to the actions that need to be taken regarding the purpose of their visitAbility to interact with vendors for SoW and quote preparations by providing requirements and defining need of servicesAbility to engage and partner with and drive functional teams to support customers and drive speedy resolutions.
Mandatory Skills & Technical SkillAbility to troubleshoot, diagnose, and resolve issues on PC's and 3rd party applications supported by Corporate Infrastructure and Security and engage functional teams as neededAbility follow, update and edit, author, and review KB articles to troubleshoot, diagnose, and resolve or hand off to higher tiered support, issues with network connectivity, such as VPN or wireless connectivity, Active Directory, security incidents, servers, and business applications.
Ability to provide smart hands support and remotely direct someone providing smart hands support for computer rooms, IDF's, MDF's and physical equipment such as servers, switches, routers, printers.
PC / Laptop installation, configuration(imaging) and Break fixMaking recommendations to Client Engineering and Device Management teams for enhanced configurations of PC's / LaptopsIMAC Request fulfilmentPrinter/Scanners installation configuration and Break fixAbility to coordinate with vendor for printer replacements and support contract modificationsPhone & Mobile devices installation configuration and break fix.
Level 2/3 support for PC, Printer, Scanner, Phone (Remotely unresolvable by Service Desk)Snow queue management and ownership (review queue, self-assignment of tickets, ticket closures, track metrics and KPI's, and manage membership)Mounting & Un-mounting Hardware's in data center (Switch, Routers, Servers, etc.
.
)IDF/MDF daily routine check and maintaining data center health check list register.
Ability to initiate resolution for issues found during the checkAbility to lead medium sized initiatives or workstreams impacting between 50 and 100 customers with limited guidance from managerAbility to identify new tasks that need to be executed for support or operations and suggested method of implementation and assist in executionSoftware installation at PC level.
Software installation at Server levelAbility to identify process improvement with technology and workflows and present solutions to functional teams and managementAbility to develop a strong partnership with functional teams and assist with project planning, execution, and solution development.
Read, Write and Speak local language.
Estimated Salary: $20 to $28 per hour based on qualifications.
IT Site Support Engineer IIIWhat You Will Be A Part OfWhen you are part of Thermo Fisher Scientific, you'll do challenging work, and be part of a team that values performance, quality and innovation.
As part of a successful, growing global organization you will be encouraged to perform at your best.
With revenues of more than $24 billion and the largest investment in R in the industry, we give our people the resources and opportunities to make significant contributions to the world.
Position DescriptionCorporate Infrastructure and Security Site SupportQualificationsBachelor's Degree preferred, but combination of experience and education consideredITIL certification preferredRoles & ResponsibilitiesProvide in-house support for End UsersIMAC SupportAble to perform the following without direct daily involvement from manager, senior team member, or leadProvide resolutions for users for Corporate applications and hardwareSupport resolutions for business group applicationsIncident and Request Queue management - Ticket creation/Categorization/PrioritizationTicket escalation to respective Support GroupManage follow up actions for customers without promptingReview metrics and take action to improve where necessaryMinimum Requirements4 - 6 years' experience in Desktop support.
Understanding of client/server networks, protocols, common Internet services, Active Directory, and how these work together to provide servicesProblem solving with an understanding of how the OSI layers interact to provide root causeDesired SkillsGreat communication skills, written and verbal communication and customer management experience to handle global customersWork experience with interacting with clients / team across the World and providing solutions to colleagues and peersKnowledge on operations/service delivery and ability to manage critical situations with minimum supervisionAbility to identify new / additional tasks that improve employee experienceGreat understanding of Computers and Trouble shooting skills required.
Ability to work in a team and be a subject matter expert to provide guidance on solutionsAbility to interact and work with vendors and escort them around a facility and direct the vendor as to the actions that need to be taken regarding the purpose of their visitAbility to interact with vendors for SoW and quote preparations by providing requirements and defining need of servicesAbility to engage and partner with and drive functional teams to support customers and drive speedy resolutions.
Mandatory Skills & Technical SkillAbility to troubleshoot, diagnose, and resolve issues on PC's and 3rd party applications supported by Corporate Infrastructure and Security and engage functional teams as neededAbility follow, update and edit, author, and review KB articles to troubleshoot, diagnose, and resolve or hand off to higher tiered support, issues with network connectivity, such as VPN or wireless connectivity, Active Directory, security incidents, servers, and business applications.
Ability to provide smart hands support and remotely direct someone providing smart hands support for computer rooms, IDF's, MDF's and physical equipment such as servers, switches, routers, printers.
PC / Laptop installation, configuration(imaging) and Break fixMaking recommendations to Client Engineering and Device Management teams for enhanced configurations of PC's / LaptopsIMAC Request fulfilmentPrinter/Scanners installation configuration and Break fixAbility to coordinate with vendor for printer replacements and support contract modificationsPhone & Mobile devices installation configuration and break fix.
Level 2/3 support for PC, Printer, Scanner, Phone (Remotely unresolvable by Service Desk)Snow queue management and ownership (review queue, self-assignment of tickets, ticket closures, track metrics and KPI's, and manage membership)Mounting & Un-mounting Hardware's in data center (Switch, Routers, Servers, etc.
.
)IDF/MDF daily routine check and maintaining data center health check list register.
Ability to initiate resolution for issues found during the checkAbility to lead medium sized initiatives or workstreams impacting between 50 and 100 customers with limited guidance from managerAbility to identify new tasks that need to be executed for support or operations and suggested method of implementation and assist in executionSoftware installation at PC level.
Software installation at Server levelAbility to identify process improvement with technology and workflows and present solutions to functional teams and managementAbility to develop a strong partnership with functional teams and assist with project planning, execution, and solution development.
Read, Write and Speak local language.
Estimated Salary: $20 to $28 per hour based on qualifications.
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