Careers at ThermoFisher Scientific

Site Support Duties

• Complex hardware and software Incident resolution for on-site and remote users within the defined Service Level Agreements utilising standard remote control tools. Defining solutions as required
• Supports existing and new IT infrastructure and applications for designated function/site/ application platform (SME) e.g. Trax, Primers
• Monitoring the service management Tool and updating as incidents are progressed or resolved. Actively seek out complex incidents for quicker resolution.
• Plan, coordinate and carry out hardware installation, moves, adds and changes
• Software installation using software deployment tools and investigation of failed installations to resolution
• Provision of VIP Executive ‘White glove’ support, including complex or urgent issues of an IT nature
• PC lifecycle installation, administration and configuration management using Service Management software, automation and scripting.
• Network support including port activation and extended troubleshooting working with Network Support Engineers.
• End-user training upon deployment of new hardware, including MS Office and Outlook
• Advanced Avaya user Administration and support, including Hunt Group setup and reporting
• Advanced Voicemail Administration including multiple greetings
• Advanced Video-conferencing support including component replacement, re-cabling and vendor liaison
• Advanced Meeting room support including Site and Regional Town Hall meetings
• Advanced Support for Mobility including equipment and software configuration within company standards
• Advanced support and troubleshooting for printers and MFDs, including vendor liaison and escalation
• Vendor interaction, liaison and solution collaboration
• Deliver complex project work under guidance when agreed. Works closely with internal and external stakeholders (e.g., IT-business facing groups including the Business Analyst - BA team)
• Management of own work plan – regular review of workload and highlighting availability to IT Supervisor and actively identifying further work.
• Comply with Desktop Good Working Practices and wider Thermo Fisher Scientific Quality Management processes.
• Provide mentoring and coaching to junior level System Administrator staff
• Identify and implement opportunities for Continuous Service Improvement (e.g. Shift Left)
• Present an effective, helpful and professional Thermo Fisher Scientific presence to our customer.
• Attend, participate and report on team and customer meetings.

Operational Management

• Create and maintains documented standard processes and procedures for all aspects of Desktop Support including reviewing and maintaining the Knowledge Base articles.
• Adhere to IT policies and procedures, including those for security, Data centre standards, desktop standards, purchasing, and service provision. Make recommendations where gaps are perceived
• Diagnose and troubleshoot hardware and software issues
• Diagnose and troubleshoot complex IT issues in a timely manner to minimize downtime and disruption to operational performance
• Actively represents the team in inter-departmental projects, and builds productive internal and external relationships (i.e. with application Teams and business contacts)
• May participate in making recommendations to support the full lifecycle, including selection, implementation, maintenance, refreshes, and retirement of both purchased and leased computing assets.

Position Requirements

Formal Education & Certification

• University degree in the field of computer science, information sciences, or related field would be preferred.
• ITIL qualification at Foundation Certificate would be essential
• MCSA in Windows 7 configuration

Knowledge & Experience

Personal Attributes

• Strong customer management skills
• Solution and results-oriented
• Driven to succeed
• Highly customer focussed
• Ability to effectively define, prioritize and execute tasks
• Ability to manage own time effectively, set realistic timescales and meet deadlines
• Excellent analytical, evaluative, and problem-solving abilities.
• Excellent communication and interpersonal skills
• Team player and desire to team work globally
• Self-motivated and self-developing
• Attention to detail

Preferred Experience

• Proven technical accreditation including, but not limited to MCP AD, MCP WIN 7
• Knowledge of virtualization technologies
• Extensive working experience of Active Directory Administration including Users and Computers and an understanding of Group Policy, DNS and DHCP
• Maintenance of enterprise backups, including tape rotation
• Extensive experience as a Desktop Engineer in a Windows OS environment
• Extensive working knowledge of desktop computer operating systems, including MAC OS
• Support experience with Microsoft Office
• Understanding of current network hardware, protocols and standards
• Understanding of Information Security principles
• Good written and oral communication skills, including the ability to articulate project status reports and presentations to business stakeholders.