Job
Description
About Eurofins: Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and the environment safer, healthier and more sustainable. From the food you eat to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins is a global leader in food, environmental, pharmaceutical and cosmetic product testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies. In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a network of over 1,000 independent companies in 54 countries, operating 900 laboratories. Performing over 450 million tests every year, Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialised clinical diagnostics testing. Eurofins is one of the fastest growing listed European companies with a listing on the French stock exchange since 1997. In FY 2021, Eurofins achieved a record revenue of over EUR 6.7 billion. Eurofins IT Solutions India Pvt Ltd (EITSI) is a fully owned subsidiary of Eurofins and functions as a Global Software Delivery Center exclusively catering to Eurofins Global IT business needs. The code shipped out of EITSI impacts the global network of Eurofins labs and services. The primary focus at EITSI is to develop the next generation LIMS (Lab Information Management system), Customer portals, e-commerce solutions, ERP/CRM system, Mobile Apps & other B2B platforms for various Eurofins Laboratories and businesses. Young and dynamic, we have a rich culture and we offer fulfilling careers. Job Description 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 - Minimum Answer 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 times Other 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 – Minimum High School Diploma or Equivalent required; Associate’s 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 skills Excellent verbal/written communication skills. Fluent in English Scrum values: Commitment, 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 Europe BE Computer Science/MCA or any other bachelor’s degree with the right experience Will 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
