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Hybrid IT Site Support Engineer III bei Thermo Fisher Scientific

Thermo Fisher Scientific · Asheville, Vereinigte Staaten Von Amerika · Hybrid

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Work Schedule

First Shift (Days)

Environmental Conditions

Adherence to all Good Manufacturing Practices (GMP) Safety Standards

Job Description

Technical Support & Incident Management

  • Provide resolutions for corporate applications, hardware, and business group applications.

  • Handle incident and service request queues, including ticket creation, categorization, prioritization, and assignment to appropriate support groups.

  • Perform proactive follow-ups with customers to ensure timely resolution without requiring reminders.

  • Deliver Level 2/3 support for PCs, printers, scanners, and phones when issues cannot be resolved remotely by the Service Desk.

  • Diagnose and resolve issues related to PCs, laptops, network connectivity (VPN, wireless), Active Directory, security incidents, servers, and business applications.

  • Perform PC/laptop imaging, configuration, and break/fix support.

  • Fulfill IMAC (Install, Move, Add, Change) requests.

  • Install, configure, and support printers, scanners, phones, and mobile devices, including vendor coordination for replacements and contract updates.

  • Provide hands-on and remote support for computer rooms, IDFs, MDFs, servers, switches, routers, and other physical equipment.

  • Mount and unmount hardware in data centers and perform daily routine checks to maintain data center health.
     

Knowledge Base & Documentation

  • Build, update, and review knowledge base articles to streamline fixing and issues resolution.

  • Track and review ticket metrics, and take action to improve efficiency where vital.
     

Collaboration & Vendor Management

  • Work closely with vendors, including escorting them onsite and guiding their activities during visits.

  • Collaborate with vendors to prepare statements of work (SOWs) and quotes by clearly defining requirements.

  • Partner with functional teams to ensure quick resolution of customer issues and effective project execution.
     

Process Improvement & Initiatives

  • Find opportunities to improve technology workflows, employee experience, and support processes.

  • Recommend and assist with implementation of enhancements to PC/laptop configurations.

  • Lead medium-sized initiatives or workstreams impacting 50–100 customers with minimal supervision.

  • Support project planning and solution development in partnership with multi-functional teams.
     

Minimum Requirements

  • 4+ in desktop support or a related technical role.

  • Good understanding of client/server networks, protocols, common internet services, and Active Directory.

  • Solid knowledge of the OSI model and ability to perform root-cause analysis.

  • Ability to diagnose and resolve hardware and software issues for corporate infrastructure.

  • Experience with ticketing systems and incident/request management.
     

Desired Skills

  • Excellent written and verbal communication skills; able to effectively engage with global customers.

  • Demonstrated experience in customer service and collaborator coordination.

  • Ability to handle critical situations independently and with professionalism.

  • Strong teamwork skills and willingness to serve as a go-to resource for peers.

  • Experience collaborating with global teams across multiple time zones.

  • Familiarity with IT operations and service delivery standard processes.

  • Certification from a major IT vendor (desktop-related platform or technology) is preferred.

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