Job Title: Deskside / Desktop / 2nd Line Support Engineer
Job Location: Hemel Hempstead, UK
Job Location Type: Hybrid
Job Contract Type: Full-time
Work Schedule: Standard (Mon-Fri)
Environmental Conditions:
* Able to lift 40 lbs. without assistance
* Office
* Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)
When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and join 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.
Location/Division Specific Information:
This position will provide support to Basingstoke and Hemel Hempstead locations, with 3 days a week onsite in Basingstoke and 2 days a week onsite in Hemel Hempstead.
Responsibilities:
* Hardware and software incident resolution for on-site and remote users within the defined Service Level Agreements (SLAs), using standard remote-control tools.
* Support existing and new IT infrastructure and applications for designated function/site/application platform (SME).
* Utilise the service management tool and updating as incidents are progressed or resolved.
* Plan, coordinate and carry out hardware installation, moves, adds and changes.
* Write site documentation, run books and knowledge articles.
* Network support including port activation and extended working with Network Support Engineers.
* Advanced telephony, Cisco user administration and support.
* Advanced support and problem solving for printers.
* Deliver complex project work under guidance when agreed.
* Follow Desktop Good Working Practices and wider Thermo Fisher Scientific Quality Management processes.
* Present an effective, timely and professional Thermo Fisher Scientific presence to our customers.
* Identify and implement opportunities for continuous service improvement.
* Attend, participate and report on team and customer meetings.
* Travel within the UK (up to 20%) which may necessitate own transport.
Position Requirements:
* Proven support experience in a customer-facing role, providing 2nd line technical support.
* ITIL qualification at Foundation Certificate (or equivalent).
* Demonstrable experience with Windows 10 & Windows 11.
* Strong customer engagement skills and integrity.
* Ability to clearly define, prioritise and complete tasks.
* Excellent analytical, evaluative, and problem-solving abilities.
* Experience of DELL (or equivalent) hardware.
* Degree (or equivalent) in computer science, information sciences, or related field.
* Knowledge of virtualization technologies.
* Support experience with Microsoft Office 365.
* Understanding of current network hardware, protocols and standards.
* Understanding of Information Security principles.
* Familiarity with Windows 11, management and deployment technologies such as Intune and Autopilot.
* Appropriate Microsoft certification.
We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects.
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