Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
We are excited to offer an outstanding opportunity to join Thermo Fisher Scientific Inc. as an Engineer II, Systems Infrastructure in Heredia. As part of our world-class team, you will have the chance to contribute to essential projects that make a real difference in the world!
Position DescriptionWe are seeking a skilled Technical Engineer to join our Remote Resolution Team. In this role, you will provide outstanding technical support to our clients through remote tools. You will be responsible for diagnosing and resolving technical issues related to software, hardware, and systems. The ideal candidate will have good communication skills, the ability to work independently and multi-functionally, and a passion for Information Technologies.
Roles & Responsibilities- Provide remote technical support and a differentiated customer experience to clients via phone, email, chat, video, or remote access tools
- Fix and diagnose hardware, software, and network systems issues
- Identify and bring up critical issues to senior technical staff as needed
- Maintain accurate and detailed records of all technical issues and resolutions
- Adhere to standard procedures, follow detailed processes, and identify and advance inconsistencies with standard operating procedures and knowledge articles
- Follow up with clients to ensure their issues are resolved to their happiness
- Stay updated with the latest technology trends and advancements in the industry
- Collaborate with team members to develop and implement new technical solutions and process improvements
- Deliver training and support to clients on new technology systems as needed
- Attend meetings and training sessions to stay updated with organizational changes and updates
BA degree OR equivalent combination of education and experience required
o Bachelor's degree in computer science or a related field
o 2+ years of experience in technical support or a similar role
Proficiency in Windows and Mac operating systems
Roles & Responsibilities
- 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 multi-functionally with team members
- Strong time management and organizational skills
- Ability to adapt to changing technology and client needs
- Good attention to detail and accuracy
- Collaborate with service providers to order equipment or services, dispatch vendors, and handoff to other providers.
- Prior experience with Service Now or a comparable Service Management (SM) Application
- Ability to solve, diagnose, and resolve issues on PCs and 3rd party applications supported by Corporate Infrastructure and Security
- Ability to follow, update, and edit Knowledge Base (KB) articles to tackle, 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
- Fix and support peripheral devices
- Software installation at PC level
- Read, write, and speak the local language
- ITIL Certified
- A+ Certification
- Network+ Certification
- Certified Apple Support Technician
- Cisco CCNA Certification
If you are a motivated individual who loves technology and offers outstanding customer service, apply now!
Top Skills
What We Do
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
Why Work With Us
You will join a company which every colleague has the opportunity to create possibilities, for oneself, for our customers and patients. There is no more exciting place to be than at the forefront of solving problems which help improve lives around the world. As a company, we are committed to supporting your career aspirations and your journey.
Gallery
