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 DegreeITIL certification preferred5 – 7 years of experience supporting IT Services infrastructure within a large environmentUnderstanding of client/server networks, protocols, common Internet services, Active Directory, and how these work together to provide servicesProblem solving with an understanding of how the OSI layers interact to provide root causeProven track record in project leadership with a good ability to delegate daily tasks effectivelyExperience deploying, supporting, fixing, and instructing techniques to fix issues with hardware including workstations, phones, mobile devices, printers, and multifunction devicesStrong written and oral communication skills including the ability to communicate with internal customers and all levels of management in a non-technical mannerOutstanding customer focus and demonstrated ability to establish strong working relationships

Key Responsibilities

Supervisory

Provide leadership for Employee Experience ResourcesSupervise 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 assignedLead Tier 1 & 2 meetingsEnsure team members keep control of IT assets per policySuperb communication skills, written and verbal communication, and customer management experience to handle global customersWork experience with interacting with clients/team across the world and providing solutions to colleagues and peersKnowledge on operations/service delivery and ability to manage critical situations with minimum supervisionAbility to collaborate effectively in a team and serve as a domain expert to provide mentorship on solutionsPartner closely with the Regional IT Manager to overcome obstacles and supply valuable input in order to improve workflows and protocolsTrack performance indicators and metrics to ensure timely customer supportUp 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 requiredProficiency 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 applicationsAbility 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, printersPC/Laptop installation, configuration (imaging), and break-fixMaking recommendations to Client Engineering and Device Management teams for enhanced configurations of PCs/LaptopsIMAC Request fulfillmentPrinter/Scanners installation configuration and break-fixAbility to coordinate with vendors for printer replacements and support contract modificationsPhone & mobile devices installation configuration and break-fixLevel 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 checkAbility to lead medium-sized initiatives or workstreams impacting between 50 and 100 customers with minimal mentorship from managerAbility to identify process improvement with technology and workflows and present solutions to functional teams and managementAbility to cultivate a positive relationship with functional teams and support project planning, execution, and solution development