Job Description

What will you be apart of?

When 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&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

How will you make an impact?

• Provide in-house support for End Users
• IMAC Support
• Able to perform the following without direct daily involvement from manager, senior team member, or lead

• Provide resolutions for users for Corporate applications and hardware
• Support resolutions for business group applications
• Incident and Request Queue management - Ticket creation/Categorization/Prioritization
• Ticket escalation to respective Support Group
• Manage follow up actions for customers without prompting
• Review metrics and take action to improve where necessary

How will you get here?

• Bachelor's Degree preferred but combination of experience and education considered
  ITIL certification preferred

Minimum Requirements

• 4 - 6 years' experience in Desktop support.
• Understanding of client/server networks, protocols, common Internet services, Active Directory, and how these work together to provide services
• Problem solving with an understanding of how the OSI layers interact to provide root cause

Desired Skills

• Great communication skills, written and verbal communication and customer management experience to handle global customers
• Work experience with interacting with clients / team across the World and providing solutions to colleagues and peers
• Knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
• Ability to identify new / additional tasks that improve employee experience
• Great understanding of Computers and Trouble shooting skills required.
• Ability to work in a team and be a subject matter expert to provide guidance on solutions
• Ability 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 visit
• Ability to interact with vendors for SoW and quote preparations by providing requirements and defining need of services
• Ability to engage and partner with and drive functional teams to support customers and drive speedy resolutions.

Mandatory Skills & Technical Skill

• Ability to troubleshoot, diagnose, and resolve issues on PC's and 3rd party applications supported by Corporate Infrastructure and Security and engage functional teams as needed
• Ability 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 fix
  • Making recommendations to Client Engineering and Device Management teams for enhanced configurations of PC's / Laptops
• IMAC Request fulfilment
• Printer/Scanners installation configuration and Break fix
  • Ability to coordinate with vendor for printer replacements and support contract modifications
• Phone & 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 check
• Ability to lead medium sized initiatives or workstreams impacting between 50 and 100 customers with limited guidance from manager
• Ability to identify new tasks that need to be executed for support or operations and suggested method of implementation and assist in execution
• Software installation at PC level.
• Software installation at Server level
• Ability to identify process improvement with technology and workflows and present solutions to functional teams and management
• Ability to develop a strong partnership with functional teams and assist with project planning, execution, and solution development.

Thermo Fisher Scientific

is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.