Deskside / Desktop / 2nd Line Support Engineer

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Able to lift 40 lbs. without assistance, Cleanroom: no hair products, jewelry, makeup, nail polish, perfume, exposed piercings, facial hair etc... allowed, Loud Noises (Equipment/Machinery), Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and join a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

Location/Division Specific Information

This position will provide support to Basingstoke and Hemel Hempstead locations, with 3 days a week onsite in Basingstoke and 2 days a week onsite in Hemel Hempstead.

The ThermoFisher Basingstoke site is primarily focused on the production of laboratory and scientific equipment, as well as various consumables. The site manufactures a diverse range of products that cater to the needs of researchers, scientists, and professionals in the life sciences, pharmaceuticals, healthcare, and biotechnology industries.

The Deskside Support Engineer ensures the continued operation of desktop and laptop equipment, associated peripherals for both local and remote staff within the EMEA region.

Reporting to an IT Manager, you will prioritise your own time and resources to efficiently meet SLA’s and support local operational activities. This is an excellent opportunity for a customer-facing IT support professional who can work independently to play a key role in providing technical support to our colleagues at our Basingstoke and Hemel Hempstead sites!

Responsibilities:

• Hardware and software incident resolution for on-site and remote users within the defined Service Level Agreements (SLAs), using standard remote-control tools.
• Support existing and new IT infrastructure and applications for designated function/site/application platform (SME).
• Utilise the service management tool and updating as incidents are progressed or resolved.
• Plan, coordinate and carry out hardware installation, moves, adds and changes. This will include the lifting and transporting of objects, such as computers and peripherals.
• Software installation using software deployment tools.
• You will write site documentation, run books and knowledge articles.
• Network support including port activation and extended working with Network Support Engineers.
• Advanced telephony, Cisco user administration and support, including Hunt Group setup and reporting.
• Advanced Voicemail, Video-conferencing and Meeting Room support.
• Advanced support and problem solving for printers, including prioritisation of critical issues.
• Deliver complex project work under guidance when agreed.
• Follow Desktop Good Working Practices and wider Thermo Fisher Scientific Quality Management processes.
• Present an effective, timely and professional Thermo Fisher Scientific presence to our customers.
• Identify and implement opportunities for continuous service improvement e.g. Shift Left.
• Attend, participate and report on team and customer meetings.
• Travel within the UK (up to 20%) which may necessitate own transport and the flexibility to support other sites when required.

Position Requirements:

• We require proven support experience in a customer facing role, providing 2nd line technical support (including remote management tools).
• ITIL qualification at Foundation Certificate (or equivalent).
• Demonstrable experience with Windows 10 & Windows 11.
• Strong customer engagement skills and integrity.
• Ability to clearly define, prioritise and complete tasks.
• Ability to prioritise own time, set realistic timescales and complete within agreed timescales.
• Excellent analytical, evaluative, and problem solving abilities.
• Experience of DELL (or equivalent) hardware.

Desirable Experience:

• Degree (or equivalent) in computer science, information sciences, or related field.
• Knowledge of virtualization technologies.
• Support experience with Microsoft Office 365.
• Understanding of current network hardware, protocols and standards.
• Understanding of Information Security principles.
• Familiarity with Windows 11, management and deployment technologies such as Intune and Autopilot.
• Appropriate Microsoft certification.

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

Our Mission is to enable our customers to make the world healthier, cleaner and safer. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need.