Job
Description
About The Role
Role: Support Engineer Department Information Technology Levels: II Status: Full Time/Exempt Location Corporate Manages Others No
Basic Function and Scope of Responsibility
The Support Engineer role is primarily responsible to provide a single point of contact for end users to receive support within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user equipment to ensure optimal performance. The person will also provide frontline help desk coverage (in person, by telephone, or via email), requiring problem analysis, technical assistance, and training of associates for various information systems. Essential Job Duties:
Level I - MinimumAnswer help desk tickets and provide remote support by troubleshooting and resolving hardware, software, printer, connections, phone and messaging systems issues.Provide the first level of support for all technical issues.Provide triage service for all incidents, including first response, information gathering, and routing incidents to appropriate teams.Provide desktop support for incidents that cannot be resolved remotely.Maintain complete, timely, and accurate records of support in the ticketing system, including knowledge base updates to assist others in resolving similar tickets.Assist employees with general administrative needs relating to passwords, application access, local backups/restores, forms, and policies.Educate end users on operating systems and software applications and how to use the phone system effectively.Set up computer, equipment, phone, email, voicemail, and security for new users.Make any changes or deletions for employee moves or terminations.Participate in training new employees at new hire orientations.Manage user accounts and permissions.Maintain IT inventory list and licensing agreement information to ensure we remain in compliance.Contact appropriate maintenance, technical support, or programming personnel for hardware or software failures and escalate issues when needed.Install, upgrade, and maintain updates to software applications.Maintain daily tape backup and off-site tape storage.Maintain change control log for all computers.Represent the department and the organization favorably and in accordance with established Company standards and associate attributes at all timesOther duties as assigned by management
Level II- Fully meets the responsibilities of Level I plus the following:Installs, configures, and maintains personal computers and workstations.Serve as primary contact for administration activities and responsibilities for desktop computers, printers, phones, smartphones, software deployment, antivirus management, security and patches as well as additional technologies inclusive of both hardware and software.Maintain complete, timely and accurate record of administration.Organizes workload to ensure deadlines are met; schedules work assignments in order of priority and date received.Provides instruction and training to end users in operating systems, software applications, the telephone system, building security and manages card access.Set up computer, equipment, phone, email, voicemail, and security for new users, also make any changes or deletions for associate moves or terminations.Install, upgrade and maintain updates to software applications.Maintain change control log for all computers.Write and maintain knowledge-base articles and user documentation.
Essential Knowledge, Skills and Abilities:
Level I- MinimumHigh School Diploma or Equivalent required; Associates Degree preferred.A+ Certification, Network + Certification, Microsoft Certifications, ITIL or related training preferred but not required.Minimum of 1-3 years of experience general Help Desk/Desktop experience in an enterprise environment.Minimum of 1-3 years of experience with Windows desktop operating systems and Microsoft Office.Ability to identify and resolve computer system malfunctions and operational problems.Ability to perform complex tasks and to prioritize multiple projects.Practical knowledge of PC Operating Systems, printing to local and network printers, Exchange email, PC/Printer Hardware, and remote access.Working knowledge of OS image creation and deployment concepts and best practices.Working knowledge of laptop/desktop hardware.Experience with anti-virus and content filtering tools.Experience/basic understanding of Active Directory, networks and network cabling.Experience configuring mobile devices such as tablets and phones and WIFI connections.Strong attention to detail, the ability to multi-task and work in fast-paced environment.Experience working with service desk or help desk ticketing system(s).Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.Aptitude to quickly learn and apply new systems, processes and applications with the ability to understand relationships and consequences.Ability to read & interpret documents i.e., internal SOPs, operating/maintenance instructions, and procedure manuals.Ability to evaluate new tools and technologies in terms of ease of use, security, and supportability.Goal-oriented, with excellent time management and organizational skills.Excellent interpersonal skills, with the ability to interact effectively and work efficiently with people at all levels in an organization.Ability to keep sensitive information confidential.Experience in lab or similar regulated or controlled environment.
Level II - Fully meets the qualifications of Level I plus the following:Minimum of 3-7 years of experience general Desktop Technician /Help Desk experience in an enterprise environment.Minimum of 3-7 years of experience with Windows desktop operating systems.Minimum of 3-7 years of experience with Microsoft Office 365.Ability to develop migration plans and upgrade strategies.Ability to develop and manage to a project plan.Experience coordinating with 3rd party software/hardware vendors.
Additional Information
Personal
Skills:
Excellent analytical and problem-solving skillsExcellent verbal/written communication skills. Fluent in EnglishScrum valuesCommitment, Focus, Collaboration, Openness, Respect, Courage
PREFERED CANDIDATES
The successful candidate will have a self-motivated, get-it-done attitude; the ability to think critically; enjoy working with teams spread globally and across cultures; a desire to learn in new areas; and the discipline to pay attention to deadlines, details and quality.Good communication and interpersonal skills to interact with team in EuropeBE Computer Science/MCA or any other bachelors degree with the right experienceWill be an added advantage if worked on Laboratory related applications
PERFORMANCE APPRAISAL CRITERIA :
Eurofins has a strong focus on Performance Management system. This includes quarterly calibrations, half-yearly reviews, and annual reviews. The KPIs shall be set and may vary slightly between projects. These will be clearly communicated, docum
