Experience Inc. Jobs

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

What You Will Be A Part Of

Join Thermo Fisher Scientific and experience rewarding work within a collaborative team that values performance, quality, and innovation. As a key player in a thriving global organization, you'll have the chance to excel. With over $24 billion in revenue and a strong focus on R&D, we empower our employees to make a meaningful impact on the world.

Qualifications

• Equivalent experience considered in addition to a Bachelor’s Degree

• ITIL certification preferred

• 5 – 7 years of experience supporting IT Services infrastructure within a large environment

• Understanding of client/server networks, protocols, common Internet services, Active Directory, and how these work together to provide services

• Problem solving with an understanding of how the OSI layers interact to provide root cause

• Proven track record in project leadership with a good ability to delegate daily tasks effectively

• Experience deploying, supporting, fixing, and instructing techniques to fix issues with hardware including workstations, phones, mobile devices, printers, and multifunction devices

• Strong written and oral communication skills including the ability to communicate with internal customers and all levels of management in a non-technical manner

• Outstanding customer focus and demonstrated ability to establish strong working relationships

Key Responsibilities

Supervisory

• Provide leadership for Employee Experience Resources

• Supervise or lead FTEs and contingent workers (remotely or at the same location)

• Have regularly scheduled one-on-ones with staff to provide feedback on performance and track progress on tasks and projects assigned

• Lead Tier 1 & 2 meetings

• Ensure team members keep control of IT assets per policy

• Superb communication skills, written and verbal communication, and customer management experience to handle global customers

• Work experience with interacting with clients/team across the world and providing solutions to colleagues and peers

• Knowledge on operations/service delivery and ability to manage critical situations with minimum supervision

• Ability to collaborate effectively in a team and serve as a domain expert to provide mentorship on solutions

• Partner closely with the Regional IT Manager to overcome obstacles and supply valuable input in order to improve workflows and protocols

• Track performance indicators and metrics to ensure timely customer support

• Up to 25% travel may be needed

Technical

• Proficiency in resolving, diagnosing, and fixing issues on PCs and 3rd party applications supported by Corporate Infrastructure and Security, and involving relevant functional teams when required

• Proficiency in following, updating and editing, authoring, and reviewing KB articles to solve, diagnose, and resolve or hand off to higher-tiered support, issues with network connectivity, such as VPN or wireless connectivity, Active Directory, security incidents, servers, and business applications

• Ability to provide hard-working assistance and remotely supervise someone providing hands-on assistance for computer rooms, IDFs, MDFs, and physical equipment such as servers, switches, routers, printers

• PC/Laptop installation, configuration (imaging), and break-fix

• Making recommendations to Client Engineering and Device Management teams for enhanced configurations of PCs/Laptops

• IMAC Request fulfillment

• Printer/Scanners installation configuration and break-fix

• Ability to coordinate with vendors for printer replacements and support contract modifications

• Phone & mobile devices installation configuration and break-fix

• Level 2/3 support for PC, Printer, Scanner, Phone (remotely unresolvable by Service Desk)

• Snow queue management and ownership (reviewing and assigning tickets, closing tickets, tracking metrics)

• Mounting & un-mounting hardware in data center (switches, routers, servers, etc.)

• IDF/MDF daily routine check and maintaining data center health checklist register. Ability to initiate resolution for issues found during the check

• Ability to lead medium-sized initiatives or workstreams impacting between 50 and 100 customers with minimal mentorship from manager

• Ability to identify process improvement with technology and workflows and present solutions to functional teams and management

• Ability to cultivate a positive relationship with functional teams and support project planning, execution, and solution development

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.