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IT Site Support Engineer II

Company: Thermo Fisher Scientific
Location: San Diego
Posted on: November 23, 2021

Job Description:

When your part of the team at Thermo Fisher Scientific, you will do important work, like helping customers in finding cures for cancer, protecting the environment, or making sure our food is safe. Your work will have real-world impact, and you will be supported in achieving your career goals.

Location/Division Specific Information
Role will support the Rapid Diagnostic Solutions division and the Southern San Diego Region reporting to Regional Site Support Manager or IT Manager as needed.

How will you make an impact?
As part of a global team, you will provide responsive and innovative support solutions, enhance Colleague effectiveness, efficiency, and their ability to serve our customers.

What will you do?
Provide Support or Site Based and remote Colleagues.
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 escalations to respective Support Groups.
Manage follow up actions for customers without prompting.
Review metrics and take action to improve where necessary.
How will you get here?

2-4 Degree in Computer Science or related Fields
Combination of experience and education will be considered.

3-5 Years' Experience in Desktop Support and System Administration

Knowledge, Skills, Abilities
Desired Skills
Great communication skills, written and verbal communication and customer management experience to handle global customers.
Work experience with interacting with clients / team across the World and providing solutions to colleagues and peers.
Knowledge on operations/service delivery and ability to manage critical situations with minimum supervision.
Ability to identify new / additional tasks that improve employee experience.
Great understanding of Computers and Trouble shooting skills required.
Ability to work in a team and be a subject matter expert to provide guidance on solutions.
Ability to interact and work with vendors and escort them around a facility and direct the vendor as to the actions that need to be taken regarding the purpose of their visit.
Ability to interact with vendors for SoW and quote preparations by providing requirements and defining need of services.
Ability to engage and partner with and drive functional teams to support customers and drive speedy resolutions.
Mandatory & Technical Skills
Ability to troubleshoot, diagnose, and resolve issues on PC's and 3rd party applications supported by Corporate Infrastructure and Security and engage functional teams as needed.
Ability follow, update and edit, author, and review KB articles to troubleshoot, 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 applications.
Ability to provide smart hands support and remotely direct someone providing smart hands support for computer rooms, IDF's, MDF's 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
Printer/Scanners installation configuration and Break fix
Ability to coordinate with 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 data center (Switch, Routers, Servers, etc.)
IDF/MDF daily routine check and maintaining data center health check list 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 guidance from manager.
Ability to identify new tasks that need to be executed for support or operations and suggested method of implementation and assist in execution.
Software installation at PC level.
Software installation at Server level
Ability to identify process improvement with technology and workflows and present solutions to functional teams and management.

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner, and safer.

Apply today! http://jobs.thermofisher.com

Keywords: Thermo Fisher Scientific, San Diego , IT Site Support Engineer II, Other , San Diego, California

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