Job Detail

Job Description

OVERALL OBJECTIVES:

• Provide field support for MA activities.
• Follow Eurofins processes (mainly Incident and Change management process).
• Must have experience working with PC based hardware, software and networking components;
• Must be willing to spend the time necessary to achieve and maintain a high level of technical proficiency;
• Excellent written and verbal communication skills. Must be able to communicate with individuals with all levels of technical and non-technical skill sets (i.e. Developers, Project Managers);
• Provide technical support to Eurofins Staff primarily in the area of front-end devices and maintain users' satisfaction with their IT working environment;
• End user account maintenance, which includes Active Directory and Exchange tasks
• Maintain the front-end IT infrastructure (Workstations, Printers, Phone System, Smartphones, etc.) and ensure their reliability;
• Follow and further develop standard Service Desk operating procedures;
• Assume ownership and provide consistent follow-through to assure problems are resolved and respond to last minute requests;
• Develop in-depth Product Knowledge in order to resolve customer questions and issues;
• Interact with other team members on issues that have been escalated and find a solution.
• Hands on knowledge of virtualization, windows servers, AD.
• Assist IT Operations team whenever required including with onsite actions.
• Ability to work on weekends and implement changes according to the standard change process.
• Ability to work on new server deployments, build according to standard Eurofins process.
• Liaise with peers for effective IT operations management and site support.
• Alert management of regional servers and ensure P2 tickets are handled.
• Knowledge of Azure is added advantage.

SPECIFIC ASSIGNMENTS:

• End user's satisfaction :
• Improve user s satisfaction
• Find solution / workaround for user incident when it cannot be fixed.

IT Support improvement :

• Documentation of SOP or FAQ for Incident or requests.
• Track and follow incidents / requests managed or not by IT Infra.

Policy and process

• Ensure data integrity (apply backup, anti-virus, storage policies, monitor server and WAN statuses)
• Installation/update of workstations according to group guidelines.
  Respect Eurofins Strategies and policies

Skills Required