Engineer II, Systems Infrastructure at Thermo Fisher Scientific

Lagunilla, Provincia de Guanacaste, Costa Rica

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Life Sciences, BiotechnologyIndustries

Requirements

BA degree OR equivalent combination of education and experience required
Bachelor's degree in computer science or a related field
2+ years of experience in technical support or a similar role
Proficiency in Windows and Mac operating systems
Knowledge of networking, VPN (Virtual Private Network), and remote access tools
Excellent problem-solving and analytical skills
Ability to make decisions within defined criteria
Strong verbal and written communication skills
Ability to work independently and multi-functionally with team members
Strong time management and organizational skills
Ability to adapt to changing technology and client needs
Good attention to detail and accuracy
Prior experience with Service Now or a comparable Service Management (SM) Application
Ability to solve, diagnose, and resolve issues on PCs and 3rd party applications supported by Corporate Infrastructure and Security
Ability to follow, update, and edit Knowledge Base (KB) articles to tackle, 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
Fix and support peripheral devices
Software installation at PC level
Read, write, and speak the local language

Responsibilities

Provide remote technical support and a differentiated customer experience to clients via phone, email, chat, video, or remote access tools
Fix and diagnose hardware, software, and network systems issues
Identify and bring up critical issues to senior technical staff as needed
Maintain accurate and detailed records of all technical issues and resolutions
Adhere to standard procedures, follow detailed processes, and identify and advance inconsistencies with standard operating procedures and knowledge articles
Follow up with clients to ensure their issues are resolved to their happiness
Stay updated with the latest technology trends and advancements in the industry
Collaborate with team members to develop and implement new technical solutions and process improvements
Deliver training and support to clients on new technology systems as needed
Attend meetings and training sessions to stay updated with organizational changes and updates
Collaborate with service providers to order equipment or services, dispatch vendors, and handoff to other providers

Skills

Hardware Troubleshooting

Software Diagnosis

Network Systems

Remote Technical Support

Customer Support

IT Troubleshooting

Communication Skills

Thermo Fisher Scientific

Provides life sciences products and services

About Thermo Fisher Scientific

Thermo Fisher Scientific offers a variety of products and services that support scientific research and healthcare, including laboratory equipment, reagents, and software solutions. Their products are used in applications like protein biology, real-time PCR, and sequencing, serving clients such as academic institutions and pharmaceutical companies. Unlike competitors, Thermo Fisher emphasizes customer support and education, helping clients optimize their experiments. The company's goal is to be a leading provider of life sciences solutions that contribute to a healthier and safer world.

Waltham, MassachusettsHeadquarters

1956Year Founded

$17MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Increased competition in single-use bioprocessing may impact market share.

Sale of anatomical pathology business could create a temporary product gap.

Investment in miDiagnostics may face regulatory challenges affecting returns.

Differentiation

Thermo Fisher offers a comprehensive range of life sciences products and services.

Their well-known brands include Thermo Scientific, Applied Biosystems, and Invitrogen.

They provide strong customer support and educational resources to optimize client workflows.

Upsides

Expansion of biologics production facility enhances capacity for precision biologics monitoring.

Investment in miDiagnostics aligns with demand for rapid diagnostic solutions in BioPharma.

Collaboration with Mainz Biomed positions them in the growing cancer detection market.

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