About the Role
The position involves delivering escalated technical support, managing service tickets, troubleshooting hardware and software problems, and ensuring reliable IT operations for internal users.
Responsibilities
- Respond to escalated support requests from Tier I technicians
- Diagnose and resolve complex network, hardware, and software issues
- Manage and prioritize incoming service tickets efficiently
- Provide remote and on-site technical support as needed
- Maintain accurate records in the ticketing system
- Assist with deployment and configuration of workstations and laptops
- Support Microsoft Windows operating systems and related applications
- Troubleshoot connectivity issues across wired and wireless networks
- Perform regular system updates and security patches
- Collaborate with IT teams to resolve recurring technical problems
- Escalate critical infrastructure issues to senior engineers
- Document technical procedures and solutions in the knowledge base
- Support cloud-based applications including Microsoft 365
- Assist with user account management and access permissions
- Conduct basic Active Directory administration tasks
- Support mobile devices and remote access tools
- Assist with printer and peripheral troubleshooting
- Participate in after-hours on-call rotations
- Follow ITIL best practices for incident and service request management
- Ensure compliance with internal security and data protection policies
- Assist in IT asset inventory and lifecycle management
- Support virtual meeting platforms and collaboration tools
- Contribute to service improvement initiatives
- Maintain professionalism during high-pressure situations
- Provide training and guidance to less experienced staff
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with on-site and remote options
Team
Part of the global IT support team within a large scientific services organization
About Us
We are a global leader in scientific testing and laboratory services, delivering accurate and timely results across diverse industries. Our IT infrastructure supports thousands of employees and advanced laboratory systems worldwide.
What We Offer
- Opportunities for professional growth in a technology-driven environment
- Exposure to cutting-edge laboratory and information systems
- Supportive team culture with a focus on collaboration and innovation
- Comprehensive benefits and wellness programs
Available for qualified candidates
