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Technical Support Engineer II, Systems Infrastructure
2 months ago
We are seeking a highly skilled Technical Support Engineer II, Systems Infrastructure to join our team at Thermo Fisher Scientific. As a key member of our IT department, you will be responsible for providing technical support and maintenance for our IT infrastructure and applications.
Key Responsibilities- Incident Resolution: Resolve hardware and software incidents for on-site and remote users within defined Service Level Agreements (SLAs), utilizing standard remote-control tools.
- IT Infrastructure Support: Provide support for existing and new IT infrastructure and applications, working closely with Subject Matter Experts (SMEs).
- Service Management: Utilize the service management tool to update incidents as they are progressed or resolved.
- Hardware Installation and Maintenance: Plan, coordinate, and carry out hardware installation, moves, adds, and changes, including lifting and transporting objects, such as computers and peripherals.
- Software Installation and Deployment: Install software using software deployment tools.
- Documentation and Knowledge Sharing: Write site documentation, run books, and knowledge articles to ensure knowledge sharing and best practices.
- Network Support: Provide network support, including port activation and collaboration with Network Support Engineers.
- Telephony and Video-Conferencing Support: Offer advanced telephony, Cisco user administration, and support, including Hunt Group setup and reporting.
- Printer Support: Provide advanced support and problem-solving for printers, prioritizing critical issues.
- Project Work: Deliver complex project work under guidance when agreed.
- Quality Management and Customer Service: Follow Desktop Good Working Practices and wider Thermo Fisher Scientific Quality Management processes, presenting a professional presence to customers.
- Continuous Service Improvement: Identify and implement opportunities for continuous service improvement, Shift Left.
- Team and Customer Meetings: Attend, participate, and report on team and customer meetings.
- Travel: Travel within the UK (up to 20%) may necessitate own transport and flexibility to support other sites when required.
- Proven Support Experience: Proven support experience in a customer-facing role, providing 2nd line technical support, including remote management tools.
- ITIL Qualification: ITIL qualification at Foundation Certificate (or equivalent).
- Technical Skills: Demonstrable experience with Windows 10 & Windows 11, strong customer engagement skills, and integrity.
- Analytical and Problem-Solving Skills: Excellent analytical, evaluative, and problem-solving abilities.
- Hardware Experience: Experience of DELL (or equivalent) hardware.
- Education: Degree (or equivalent) in computer science, information sciences, or related field.
- Virtualization Technologies: Knowledge of virtualization technologies.
- Microsoft Office 365: Support experience with Microsoft Office 365.
- Network Hardware and Protocols: Understanding of current network hardware, protocols, and standards.
- Information Security: Understanding of Information Security principles.
- Windows 11 and Management Technologies: Familiarity with Windows 11, management, and deployment technologies such as Intune and Autopilot.
- Microsoft Certification: Appropriate Microsoft certification.
