Sr. IT Site Support Engineer (Supervisory)

Work Schedule

Environmental Conditions

Job Description

What You Will Be A Part Of

Join Thermo Fisher Scientific and experience rewarding work within a collaborative team that values performance, quality, and innovation. As a key player in a thriving global organization, you'll have the chance to excel. With over $24 billion in revenue and a strong focus on R&D, we empower our employees to make a meaningful impact on the world.

Qualifications

• Equivalent experience considered in addition to a Bachelor’s Degree
• ITIL certification preferred
• 5 – 7 years of experience supporting IT Services infrastructure within a large environment
• Understanding of client/server networks, protocols, common Internet services, Active Directory, and how these work together to provide services
• Problem solving with an understanding of how the OSI layers interact to provide root cause
• Proven track record in project leadership with a good ability to delegate daily tasks effectively
• Experience deploying, supporting, fixing, and instructing techniques to fix issues with hardware including workstations, phones, mobile devices, printers, and multifunction devices
• Strong written and oral communication skills including the ability to communicate with internal customers and all levels of management in a non-technical manner
• Outstanding customer focus and demonstrated ability to establish strong working relationships

Key Responsibilities

Supervisory

• Provide leadership for Employee Experience Resources
• Supervise or lead FTEs and contingent workers (remotely or at the same location)
• Have regularly scheduled one-on-ones with staff to provide feedback on performance and track progress on tasks and projects assigned
• Lead Tier 1 & 2 meetings
• Ensure team members keep control of IT assets per policy
• Superb 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 collaborate effectively in a team and serve as a domain expert to provide mentorship on solutions
• Partner closely with the Regional IT Manager to overcome obstacles and supply valuable input in order to improve workflows and protocols
• Track performance indicators and metrics to ensure timely customer support
• Up to 25% travel may be needed

Technical

• Proficiency in resolving, diagnosing, and fixing issues on PCs and 3rd party applications supported by Corporate Infrastructure and Security, and involving relevant functional teams when required
• Proficiency in following, updating and editing, authoring, and reviewing KB articles to solve, 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 hard-working assistance and remotely supervise someone providing hands-on assistance for computer rooms, IDFs, MDFs, 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 PCs/Laptops
• IMAC Request fulfillment
• Printer/Scanners installation configuration and break-fix
• Ability to coordinate with vendors 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 (reviewing and assigning tickets, closing tickets, tracking metrics)
• Mounting & un-mounting hardware in data center (switches, routers, servers, etc.)
• IDF/MDF daily routine check and maintaining data center health checklist 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 minimal mentorship from manager
• Ability to identify process improvement with technology and workflows and present solutions to functional teams and management
• Ability to cultivate a positive relationship with functional teams and support project planning, execution, and solution development