Job Description:
* 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 update incidents as they are progressed or resolved.
* Plan, coordinate, and carry out hardware installation, moves, adds, and changes, including lifting and transporting objects like computers and peripherals, and occasional inspection of cables in floors and ceilings.
* Perform software installation using deployment tools.
* Write site documentation, run books, and knowledge articles.
* Provide network support including port activation and collaboration with Network Support Engineers.
* Support advanced telephony, Cisco user administration, Hunt Group setup, and reporting.
* Support Voicemail, Video-conferencing, and Meeting Room setups.
* Provide advanced support and troubleshooting for printers, prioritizing critical issues.
* Deliver complex project work under guidance.
* Follow Desktop Good Working Practices and Thermo Fisher Scientific Quality Management processes.
* Maintain a professional and effective presence with customers across various departments and roles.
* Identify and implement opportunities for continuous service improvement (Shift Left).
* Participate in and report on team and customer meetings.
* Travel within the UK (up to 20%), possibly supporting other sites and requiring own transport.
Position Requirements:
* Proven support experience in a customer-facing role providing 2nd line technical support with remote management tools.
* ITIL Foundation Certificate (or equivalent).
* Experience with Windows 10 & Windows 11.
* Strong customer engagement skills and integrity.
* Ability to define, prioritize, and complete tasks effectively.
* Excellent analytical and problem-solving skills.
* Experience with DELL hardware or equivalent.
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 network hardware, protocols, and standards.
* Knowledge of Information Security principles.
* Familiarity with Windows 11 management and deployment technologies like Intune and Autopilot.
* Relevant Microsoft certifications.
Benefits:
We offer competitive remuneration, annual incentive plan bonus, healthcare, and various employee benefits. Join Thermo Fisher Scientific for an innovative environment with excellent career and development prospects. Our culture emphasizes integrity, intensity, involvement, and innovation.
Our mission is to enable our customers to make the world healthier, cleaner, and safer. We value diverse experiences, backgrounds, and perspectives as we work together to accelerate research, solve complex scientific challenges, drive technological innovation, and support patients in need. #StartYourStory at Thermo Fisher Scientific.
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