Thermo Fisher Scientific IT Site Support Engineer III in Lenexa, Kansas
What will you be a part of?
When you are part of Thermo Fisher Scientific, you’ll do challenging work, and be part of 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 $24 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.
How will you make an impact?
Provide resolutions for users for Corporate applications and hardware
Support resolutions for business group applications
Incident and Request Queue management - Ticket creation/Categorization/Prioritization
Ticket assignment to respective Support Groups
Handle follow-up actions for customers without prompting
Review metrics and take action to improve where vital
How will you get here?
4+ years’ experience in Desktop support.
Understanding of client/server networks, protocols, common Internet services, Active Directory, and how they work together to provide services
Problem-solving with an understanding of how the OSI layers interact to provide root cause
Superb communication skills, written and verbal communication, and customer management experience to handle global customers
Work experience with interacting with clients/teams across the World and providing solutions to colleagues and peers
Knowledge of operations/service delivery and ability to handle critical situations with minimum supervision
Ability to identify new/additional tasks that improve the employee experience
Great understanding of Computers and Troubleshooting skills required.
Ability to work in a team and be a go-to person who provides guidance on solutions
Communicate effectively and work with vendors and escort them around a facility and guide the vendor as to the actions to be taken regarding the purpose of their visit
Communicate effectively with vendors for SOW and quote preparations by providing requirements and defining the needs of services
Ability to engage and partner with and drive functional teams to support customers and drive speedy resolutions.
Certification with a major IT vendor on a desktop related platform or technology.
Required Skills & Technical Skill
Ability to diagnose, and solve issues on PC’s and 3rd party applications supported by Corporate Infrastructure and Security and engage functional teams as needed
Ability to follow, update, edit, author, and review KB articles to diagnose, 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 hands-on support and remotely direct someone that provides hands-on support for computer rooms, IDF’s, 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 PC’s / Laptops
IMAC Request fulfillment
Printer/Scanners installation configuration and Break-fix. Coordinate with a vendor 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 (review queue, self-assignment of tickets, ticket closures, track metrics and KPI’s, and manage membership)
Mounting & Un-mounting Hardware’s in the data center (Switch, 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 limited mentorship from the manager
Ability to identify new tasks that need to be performed for support or operations and suggested methods of implementation and assist in the execution
Software installation at PC and Server level
Ability to identify process improvement with technology and workflows and present solutions to functional teams and management
Ability to develop a positive relationship with functional teams and assist with 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.