Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Able to lift 40 lbs. without assistance, Cleanroom: no hair products, jewelry, makeup, nail polish, perfume, exposed piercings, facial hair etc... allowed, Loud Noises (Equipment/Machinery), Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)
Job Description
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.
The Deskside Support Engineer ensures the continued operation of desktop and laptop equipment, associated peripherals for both local and remote staff within the EMEA region.
Reporting to an IT Manager, you will prioritise your own time and resources to efficiently meet SLA’s and support local operational activities. This is an excellent opportunity for a customer-facing IT support professional who can work independently to play a key role in providing technical support to our colleagues at our Basingstoke and Hemel Hempstead sites!
Responsibilities:
* Hardware and software incident resolution for on-site and remote users within the defined Service Level Agreements (SLAs).
* Support existing and new IT infrastructure and applications for designated function/site/application platform.
* Utilise the service management tool and updating as incidents are progressed or resolved.
* Plan, coordinate and carry out hardware installation, moves, adds and changes.
* Software installation using software deployment tools.
* You will 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:
* We require 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.
Desirable Experience:
* 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.
* Appropriate Microsoft certification.
Benefits
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.
Our Mission is to enable our customers to make the world healthier, cleaner and safer.
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