Thermo Fisher Scientific IT Site Support Engineer III in Saint Louis, Missouri
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.
- Corporate Infrastructure and Security Site Support
- Bachelor's Degree preferred but combination of experience and education consideredITIL certification preferred
Roles & Responsibilities
Provide in-house support for End Users
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
4 - 6 years' experience in Desktop support.
High school diploma.
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
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.
Read, Write and Speak local language
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.