Sr. IT Site Support Engineer (Supervisory)

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As the world leader in serving science, we solve the world’s toughest problems, like giving cancer patients hope, ensuring water and food are safe, helping law enforcement solve cases through forensics and most recently, serving as the largest provider of COVID-19 solutions. Our Data Science, Digital and IT careers are a unique opportunity to apply your specialized skills and advanced experience in analytics, statistics, data science, programming, information technology and more to drive our Mission of enabling our customers to make the world healthier, cleaner and safer. It’s truly a career where your work makes a positive impact in our world. When you join Thermo Fisher Scientific, you’ll make an impact inside and outside the company on work that matters. #TechWithPurpose

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JOB DESCRIPTION

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

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