Field Support Agent

6 months ago

Northampton, United Kingdom Eurofins BLC Full time

Company Description

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.

Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.

Eurofins|BLC is a small but growing business specialising in testing and consulting and operates within the Eurofins Softlines and Leather division. Established for over 100 years specialising in leather, consumer and chemicals we have the technical pedigree and experience to provide targeted, testing and consulting solutions up and down the supply chain.

**Job Description**:
**Purpose of Role**

FSA provides first-level maintenance of network and server equipment in collaboration with the Regional teams. It supports the operating teams when necessary on local IT equipment (Servers, network equipment, etc.). Responsible for the local relay for the IT infrastructure. and the eyes and hands of IT on sites.

This role involves travel to laboratories and offices in the UK to support users in managing incidents, requests and problems. It guarantees the proper functioning of the IT equipment linked to the workstations and instrument PCs (hardware and software) and ensures the escalation of the ServiceDesk

**Main Duties**:
**Be in charge of local IT support**:

- Actions that require a presence, knowledge, and skills specific to the intervention sites_
- Support on instrument PCs
- Help get started with standard equipment and software
- Participate in the study and implementation of actions to improve the integration, training, and assistance of users

**Be in charge of monitoring and resolving L1 & L2 service tickets**:

- By following existing documentation and processes_
- Deal with - Resolve incidents within their level of expertise
- Ensuring the escalation of ServiceDesk L1
- Work in cooperation with the Regional teams during the escalations
- Document the steps from support to ticket resolution
- Give visibility to applicants
- Ensuring on-call

**Be in charge of the installation and management of the IT and telephone park**:

- By following existing documentation and processes_
- Deploy updates
- Manage accounts and access
- Perform tests and receipts of computer equipment
- Open technical cases with vendors (Lenovo or similar) in case of computer crash
- Prepare computer and telephone positions _(in conjunction with service providers if applicable)_
- Deploy the equipment in collaboration with the systems and networks teams.

**Continuous improvement of processes and services**
- Prepare documentation on the actions carried out and the techniques used _(Creation or update)_
- Ensure the availability of technical documentation _(SOP, FAQ, DAT, DEX )_
- Share information with other members of the local IT Support team

**Contribute to the development of transversality**:

- As part of the continuity of the service, he/she may be required to perform other actions, on certain tasks related to the operation or missions of the service.
- Share information and knowledge, develop the ability to cooperate with other services in the context of the management of cross-service projects/work.

**Maintain a technological watch**:

- Ensure a technological watch to detect the new technical and functional possibilities offered by the market.

**Participation in group projects**:

- Planning of operations
- Deployments, Migration, Integration

**"Reporting"**:

- Report information on missions as often as necessary.
- Raise alerts

**Qualifications**:

- Ideally degree or similar educational background in IT
- General understanding of IT-systems, network & infrastructure elements
- Preferably a number of years experience in an international environment as IT administrator, or field service agent
- Good English language skills both in verbal and in written form
- Requirement to drive as part of the role so full driving license. Access to a pool car will be provided.

Additional Information

Weekly working hours are 37.5 per week Monday to Friday with 45-minute unpaid lunch break each day. Core hours are 8.45 am to 5.00 pm. The company operates a flexitime system allowing you to vary your contractual start and finish times by 30 minutes, providing your daily contractual hours are worked each day. During your initial training period, you will be expected to perform the core contractual hours.

Competitive Salary, Life Insurance, Private Medical Insurance, Inc

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