Deskside Support Engineer

at  Thermo Fisher Scientific

JOB DESCRIPTION

When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and join a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

POSITION REQUIREMENTS:

• We require proven support experience in a customer facing role, providing 2nd line technical support (including remote management tools).
• ITIL qualification at Foundation Certificate (or equivalent).
• Demonstrable experience with Windows 10 & Windows 11
• Strong customer engagement skills and integrity.
• Ability to clearly define, prioritise and complete tasks.
• Ability to prioritise own time, set realistic timescales and complete within agreed timescales.
• Excellent analytical, evaluative, and problem solving abilities.
• Experience of DELL (or equivalent) hardware.

DESIRABLE EXPERIENCE:

• Degree (or equivalent) in computer science, information sciences, or related field.
• Knowledge of virtualization technologies.
• Support experience with Microsoft Office 365.
• Understanding of current network hardware, protocols and standards.
• Understanding of Information Security principles.
• Familiarity with Windows 11, management and deployment technologies such as Intune and Autopilot.
• Appropriate Microsoft certification.

• Hardware and software incident resolution for on-site and remote users within the defined Service Level Agreements (SLAs), using standard remote-control tools.
• Support existing and new IT infrastructure and applications for designated function/site/application platform (SME).
• Utilise the service management tool and updating as incidents are progressed or resolved.
• Plan, coordinate and carry out hardware installation, moves, adds and changes. This will include the lifting and transporting of objects, such as computers and peripherals. Occasional inspection of cables in floors and ceilings.
• Software installation using software deployment tools.
• You will write site documentation, run books and knowledge articles.
• Network support including port activation and extended working with Network Support Engineers.
• Advanced telephony, Cisco user administration and support, including Hunt Group setup and reporting.
• Advanced Voicemail, Video-conferencing and Meeting Room support
• Advanced support and problem solving for printers, including prioritisation of critical issues.
• Deliver complex project work under guidance when agreed.
• Follow Desktop Good Working Practices and wider Thermo Fisher Scientific Quality Management processes.
• Present an effective, timely and professional Thermo Fisher Scientific presence to our customers, which span a variety of different departments and job roles.
• Identify and implement opportunities for continuous service improvement e.g. Shift Left.
• Attend, participate and report on team and customer meetings.
• Travel within the UK (up to 20%) which may necessitate own transport and the flexibility to support other sites when required.