IT Level 2 Field Services Technician

4 settimane fa

Vimodrone, Italia Eurofins Italy BioPharma Product Testing A tempo pieno

Company Description
**Eurofins BioPharma Product Testing** is looking for an **IT Level 2 Field Services Technician **for its headquarters in Vimodrone (MI).

This is a demanding Support&Operation position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to Eurofins Internal end users and a high degree of technical knowledge across a broad range of technologies and IT Services provided by Eurofins IT.

**Job Description**:
**Specific Assignments**:

- As IT L2 Field Services you will be in contact with our end users to fix issues and faults relating to their service.
- The primary objective of the role is to provide quick and or permanent resolution. This will be achieved by troubleshooting, diagnosing and resolve problems and/or escalating the fault to one of our 3rd level teams to investigate and resolve.
- Throughout this process you will remain point of contact with the customer, maintaining ownership of the original fault or task. (Incidents, Service requests and Operational activities)
- Adhering to current regulatory requirements as well as Eurofins standards.

**Responsibilities**:

- Taking ownership of faults and managing them in a logical and methodical manner;
- Correctly logging service requests, incidents and faults into ServiceNow, categorizing and prioritizing them in line with Eurofins procedures;
- Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution;
- Ensuring all faults are progressed & cleared within SLA - escalating to other internal and external teams as appropriate;
- Keeping the customer informed of progress;
- Diagnosing and resolving issues and requests to the customer’s highest satisfaction;
- Maintain and develop own knowledge and skills to assist with first time fault resolution;
- Identify and escalate repeated issues or service risks into your management;
- Sharing knowledge with team colleagues;
- Identify opportunities to innovate, extend and enhance service delivery everywhere possible;
- Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility and with maximum support of your Manager;

**Qualifications**:
**Skills & Experience**:

- A relevant educational background in IT;
- At least 3 years of relevant work experience in a similar role;
- Skilled with working on all variants MS Windows (preferably within an IT Service provider environment);
- Skilled with working on MS Office (O365) and MS Teams;
- A keen interest in networking with colleagues in different countries and locations;
- Must be able to demonstrate a customer first approach to support;
- The ability to liaise and communicate confidently and professionally with customer representatives at all levels;
- Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner;
- Natural aptitude for troubleshooting & problem solving;
- Have solid experience in a helpdesk or technical support environment;
- Highly organized and able to work on own initiative to complete the range of tasks required;
- Good listening skills: problem-solving and the ability to handle multiple projects/clients at once in a fast-paced environment;
- Excellent in English verbally and in writing.
- ** ITIL Certification**:

- Network knowledge
- Open to travel (Europe)

**Beneficial skills & Experience**:

- Team Player
- Incident management & change management according to ITIL;
- Fluent in English. Any other European languages is a plus.
- ServiceNow experience
- Curiosity and a desire to resolve technical problems
- Self-motivated, organized and initiative-taking.
- Valid driver’s license required.

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