IT L2 Field Engineer

Pracovní nabídka

You will work in the rapidly changing IT environment of Eurofins BioPharma Product Testing in Czech Republic, which must strictly comply with the GMP guidelines of the pharmaceutical industry.

As an IT L2 Field Engineer you provide, in this environment, IT support to users of

IT systems. You do this by being physically present at site. You will mainly work from the office in Brno, but may be requested to support other sites in Europe physically or remotely.

Job description

• To meet the IT needs of the organization, you offer on- and off-site solutions and you solve incidents. You will be supported in this by different IT teams globally and will report to the BPT Europe IT Operation Manager. It is therefore important that you are not only able to work independently but also as part of an international team.
• You are also capable to troubleshoot IT incidents in local systems and site networks.
• You are technically skilled to learn, apply and solve solutions and/or challenges.
• In addition to regular support with regard to the IT infrastructure, you are also centrally responsible for the functioning of a number of software solutions that control analysis instruments and read data.
• You keep the overview and you form the bridge between the managers of the analysis instruments, the supplier of the instruments, the managers of the software and the IT Infrastructure.
• You execute small to medium IT projects.
• You set up and configure new laptops and desktops according to company procedures.
• You are responsible to configure backup system for Standalone Instrument computers. This is also extended to restore the data when needed.

Responsibilities

• Correctly logging service requests, incidents and faults into IT Service Management Tools, categorizing and prioritizing them in line with Eurofins procedures;
• Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution;
• Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate;
• Keeping the users informed of progress;
• Diagnosing and resolving issues and requests to the users´ highest satisfaction;
• Maintain and develop own knowledge and skills to assist with first time fault resolution;
• Identify and escalate repeated issues or service risks into your management;
• Sharing knowledge with team colleagues;
• Identify opportunities to innovate, extend and enhance service delivery everywhere possible.
• Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility and with maximum support of your manager.

Skills & Experience

• A relevant educational background in IT;
• At least 3 years of relevant work experience in a similar role (Prefereable lifescience companies);
• Skilled with working on all variants MS Windows (preferably within an IT Service provider environment);
• Skilled with working on MS Office (O365) and MS Teams;
• Skilled with working in modern workplace management tools;
• A keen interest in networking with colleagues in different countries and locations;
• Must be able to demonstrate a customer first approach to support;
• The ability to liaise and communicate confidently and professionally with representatives at all levels;
• Natural aptitude for troubleshooting & problem solving;
• Have solid experience in a helpdesk or technical support environment;
• Excellent in English verbally and in writing.
• ITIL Certification
• Network knowledge
• Open to travel (Europe)

Beneficial skills & Experience

• Team Player
• Incident management & change management according to ITIL;
• Fluent in any other European languages.
• BMC Helix experience
• Curiosity and a desire to resolve technical problems
• Self-motivated, organized and initiative-taking.
• Valid driver’s license required.