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Job ID :
50794BR
Location :
United Kingdom - Paisley
:
Job Description

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.


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