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Help Desk It Site Support Engineer Ii
hace 1 mes
As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale.
Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer.
We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
**Position Summary**:
**Key Responsibilities**:
- Maintain end-user support (2nd / 3rd Level) and system availability within predefined timeframes
- Protect data, system security and data privacy
- Assist with IT projects and roll-outs
- Keep IT management up to date on progress and occurrence of any issues at supported sites
- Provide agreed IT services for one or more sites
- Monitor and track work orders for meeting SLAs, with regard to due dates and other priorities, in order to meet customer needs
- Participate in quality solution and improvement processes to resolve common user requests and issues
- Assist with any infrastructure changes to improve performance, cost, or functionality
- Escalate problems as necessary
- Participate in site compliance, especially with regard to IT directives, policies and initiatives
- Assist the local business leaders with coordinating business and IT support activities
- Keep track of IT inventory (Hardware, Software Licenses) and validation status
- Maintain IT related documentation
**Qualifications**
- BA degree OR equivalent combination of education and experience
- Bachelor's degree in computer science or a related field
- 2+ years of experience in technical support or a similar role
- Proficiency in Windows and Mac operating systems
**Minimum Requirements**
- Knowledge of networking, VPN (Virtual Private Network), and remote access tools
- Excellent problem-solving and analytical skills
- Ability to make decisions within defined criteria
- Strong verbal and written communication skills
- Ability to work independently and collaboratively with team members - Strong time management and organizational skills
- Ability to adapt to changing technology and client needs - Strong attention to detail and accuracy
- Ability to work with partner service providers to order equipment or additional services, dispatch vendor or in house field service, and provide a customer centric handoff to other service providers
- Prior experience with Service Now or a comparable SM (Service Management) Application
**Mandatory & Technical Skills**
- Troubleshoot and support peripheral devices
- Software installation at PC level.
- Read, Write and Speak local language
**Desired Skills**
- ITIL Certified
- A+ Certification
- Network+ Certification
- Certified Apple Support Technician
- Cisco CCNA Certification
