Job
- Level
- Senior
- Location
- Birkenfeld, Calw
- Working Model
- Onsite
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
Job Summary
In this role, you analyze and resolve IT incidents and requests, perform thorough troubleshooting, and oversee technical infrastructure and software solutions in an industrial setting.
Job Technologies
Your role in the team
- Recording service requests, incidents, and disruptions in the ITSM system using the appropriate categorization and prioritization according to Eurofins processes.
- Conduct thorough error analyses together with end users to resolve issues as early as possible during the initial contact.
- Processing and resolution of incidents and service requests within the agreed service levels, as well as escalation to internal or external specialist teams if necessary.
- Ongoing communication with users regarding the status of processing, expected resolution times, and necessary follow-up actions.
- Analysis and resolution of technical issues and service requests with a particular focus on user satisfaction and service quality.
- Continuous development of one's technical knowledge and skills to improve first-time resolution rate.
- Identification of recurring issues and service risks, documentation of relevant insights, and appropriate escalation through the designated support or management channels.
- Documentation of solutions and knowledge sharing with colleagues to ensure consistent service delivery within the team.
- Creation, coordination, and maintenance of change control documentation for GxP-relevant changes to IT infrastructure and instrument-bound systems in accordance with applicable quality guidelines.
- Identification of opportunities for improvement, expansion, and optimization of the services.
- Assumption of additional tasks that may occasionally arise, provided they match the character and the level of the position and are carried out with appropriate support.
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Our expectations of you
Education
- Completed vocational training or university degree in the IT field.
Qualifications
- Excellent spoken and written English skills.
- In-depth knowledge of all common Microsoft Windows versions (preferably in an IT service provider environment).
- Good knowledge of Microsoft Office 365 (O365) and Microsoft Teams.
- Verifiable customer-oriented work approach ("Customer First" mentality).
- Ability to communicate professionally and confidently with contacts at all levels of hierarchy.
- Strong skills in error analysis and troubleshooting.
- ITIL certification.
- Good networking skills.
- Valid driver's license.
- Teamwork skills.
- Fluent knowledge of another European language.
- Curiosity as well as a strong motivation to solve technical challenges.
- Independent, structured, and proactive working style.
Experience
- At least 5 years of relevant professional experience in a comparable position (ideally in a company within the Life Science industry).
- Experience with modern workplace solutions, especially Microsoft Intune.
- Several years of experience in helpdesk or technical support environments.
- Experience in Incident and Change Management according to ITIL.
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What we offer
- To support the company's IT requirements, you will provide on-site and remote support, handle disruptions and requests, and work both independently and as part of the international European BPEU team.
- In addition to providing general support for the IT infrastructure, you will serve as the primary technical contact for various software solutions that control analytical tools and collect data.
- They maintain oversight of these systems and act as the technical interface between device managers, device manufacturers, software responsible parties, and the IT infrastructure.
- In addition, you will handle small to medium-sized IT projects, set up new laptops and desktop PCs in accordance with company policies, and configure backup solutions for standalone instrument PCs, including data recovery when needed.
- Willingness to travel for business to Homburg and Constance is assumed.
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Benefits
Health, Fitness & Fun
Food & Drink
Higher Take-Home Pay
Work-Life-Integration
Job Locations
About Your Employer
Eurofins Scientific
As a leading provider of analytical services for food, environmental, pharmaceutical, and cosmetic products, Eurofins is dedicated to providing innovative solutions for its customers across various industries. In addition, Eurofins also offers agricultural contract research services (CRO). With its wide range of offerings and expertise, Eurofins is your one-stop shop for all your analytical needs.
Description
- Company Size
- 50-249 Employees
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Pharmaceutical Sector, Chemical Industry, Biotech, Science, Research
IT L2 Field Engineer
- Location
- Birkenfeld, Calw
- Working Model
- Onsite
- Diversity
- Open for all genders
