Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
What You Will Be A Part Of
Join Thermo Fisher Scientific and experience rewarding work within a collaborative team that values performance, quality, and innovation. As a key player in a thriving global organization, you'll have the chance to excel. With over $24 billion in revenue and a strong focus on R&D, we empower our employees to make a meaningful impact on the world.
Qualifications
- Equivalent experience considered in addition to a Bachelor’s Degree
- ITIL certification preferred
- 5 – 7 years of experience supporting IT Services infrastructure within a large environment
- 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
- Proven track record in project leadership with a good ability to delegate daily tasks effectively
- Experience deploying, supporting, fixing, and instructing techniques to fix issues with hardware including workstations, phones, mobile devices, printers, and multifunction devices
- Strong written and oral communication skills including the ability to communicate with internal customers and all levels of management in a non-technical manner
- Outstanding customer focus and demonstrated ability to establish strong working relationships
Key Responsibilities
Supervisory
- Provide leadership for Employee Experience Resources
- Supervise or lead FTEs and contingent workers (remotely or at the same location)
- Have regularly scheduled one-on-ones with staff to provide feedback on performance and track progress on tasks and projects assigned
- Lead Tier 1 & 2 meetings
- Ensure team members keep control of IT assets per policy
- Superb 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 collaborate effectively in a team and serve as a domain expert to provide mentorship on solutions
- Partner closely with the Regional IT Manager to overcome obstacles and supply valuable input in order to improve workflows and protocols
- Track performance indicators and metrics to ensure timely customer support
- Up to 25% travel may be needed
Technical
- Proficiency in resolving, diagnosing, and fixing issues on PCs and 3rd party applications supported by Corporate Infrastructure and Security, and involving relevant functional teams when required
- Proficiency in following, updating and editing, authoring, and reviewing KB articles to solve, 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 hard-working assistance and remotely supervise someone providing hands-on assistance for computer rooms, IDFs, MDFs, 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 PCs/Laptops
- IMAC Request fulfillment
- Printer/Scanners installation configuration and break-fix
- Ability to coordinate with vendors 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 (reviewing and assigning tickets, closing tickets, tracking metrics)
- Mounting & un-mounting hardware in data center (switches, routers, servers, etc.)
- IDF/MDF daily routine check and maintaining data center health checklist 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 minimal mentorship from manager
- Ability to identify process improvement with technology and workflows and present solutions to functional teams and management
- Ability to cultivate a positive relationship with functional teams and support project planning, execution, and solution development
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.
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