Job Title:
Deskside / Desktop / 2nd Line Support Engineer Job Location:
Hemel Hempstead, UK Job Location Type:
Hybrid Job Contract Type:
Full-time Job Seniority Level: Work Schedule
Standard (Mon-Fri) Environmental Conditions
Able to lift 40 lbs. without assistance. Cleanroom: no hair products, jewelry, makeup, nail polish, perfume, exposed piercings, facial hair, etc. Loud Noises (Equipment/Machinery), Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs, etc.) When you’re part of Thermo Fisher Scientific, you’ll do challenging work and join a team that values performance, quality, and innovation. As part of a successful, growing global organization, you will be encouraged to perform at your best. Location/Division Specific Information This position will provide support to Basingstoke and Hemel Hempstead locations, with 3 days a week onsite in Basingstoke and 2 days a week onsite in Hemel Hempstead. Responsibilities: Hardware and software incident resolution for on-site and remote users within the defined Service Level Agreements (SLAs), using standard remote-control tools. Support existing and new IT infrastructure and applications for designated function/site/application platform (SME). Utilise the service management tool and update as incidents are progressed or resolved. Plan, coordinate, and carry out hardware installation, moves, adds, and changes. This will include the lifting and transporting of objects, such as computers and peripherals. Software installation using software deployment tools. Write site documentation, run books, and knowledge articles. Network support including port activation and extended working with Network Support Engineers. Advanced telephony, Cisco user administration and support, including Hunt Group setup and reporting. Advanced Voicemail, Video-conferencing, and Meeting Room support. Advanced support and problem solving for printers, including prioritisation of critical issues. Deliver complex project work under guidance when agreed. Follow Desktop Good Working Practices and wider Thermo Fisher Scientific Quality Management processes. Present an effective, timely, and professional Thermo Fisher Scientific presence to our customers. Identify and implement opportunities for continuous service improvement. Attend, participate, and report on team and customer meetings. Travel within the UK (up to 20%) which may necessitate own transport and the flexibility to support other sites when required. Position Requirements: Proven support experience in a customer-facing role, providing 2nd line technical support. ITIL qualification at Foundation Certificate (or equivalent). Demonstrable experience with Windows 10 & Windows 11. Strong customer engagement skills and integrity. Ability to clearly define, prioritise, and complete tasks. Excellent analytical, evaluative, and problem-solving abilities. Experience of DELL (or equivalent) hardware. Desirable Experience: Degree (or equivalent) in computer science, information sciences, or related field. Knowledge of virtualization technologies. Support experience with Microsoft Office 365. Understanding of current network hardware, protocols, and standards. Understanding of Information Security principles. Familiarity with Windows 11, management, and deployment technologies. Appropriate Microsoft certification. Benefits: We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects.
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Deskside / Desktop / 2nd Line Support Engineer Job Location:
Hemel Hempstead, UK Job Location Type:
Hybrid Job Contract Type:
Full-time Job Seniority Level: Work Schedule
Standard (Mon-Fri) Environmental Conditions
Able to lift 40 lbs. without assistance. Cleanroom: no hair products, jewelry, makeup, nail polish, perfume, exposed piercings, facial hair, etc. Loud Noises (Equipment/Machinery), Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs, etc.) When you’re part of Thermo Fisher Scientific, you’ll do challenging work and join a team that values performance, quality, and innovation. As part of a successful, growing global organization, you will be encouraged to perform at your best. Location/Division Specific Information This position will provide support to Basingstoke and Hemel Hempstead locations, with 3 days a week onsite in Basingstoke and 2 days a week onsite in Hemel Hempstead. Responsibilities: Hardware and software incident resolution for on-site and remote users within the defined Service Level Agreements (SLAs), using standard remote-control tools. Support existing and new IT infrastructure and applications for designated function/site/application platform (SME). Utilise the service management tool and update as incidents are progressed or resolved. Plan, coordinate, and carry out hardware installation, moves, adds, and changes. This will include the lifting and transporting of objects, such as computers and peripherals. Software installation using software deployment tools. Write site documentation, run books, and knowledge articles. Network support including port activation and extended working with Network Support Engineers. Advanced telephony, Cisco user administration and support, including Hunt Group setup and reporting. Advanced Voicemail, Video-conferencing, and Meeting Room support. Advanced support and problem solving for printers, including prioritisation of critical issues. Deliver complex project work under guidance when agreed. Follow Desktop Good Working Practices and wider Thermo Fisher Scientific Quality Management processes. Present an effective, timely, and professional Thermo Fisher Scientific presence to our customers. Identify and implement opportunities for continuous service improvement. Attend, participate, and report on team and customer meetings. Travel within the UK (up to 20%) which may necessitate own transport and the flexibility to support other sites when required. Position Requirements: Proven support experience in a customer-facing role, providing 2nd line technical support. ITIL qualification at Foundation Certificate (or equivalent). Demonstrable experience with Windows 10 & Windows 11. Strong customer engagement skills and integrity. Ability to clearly define, prioritise, and complete tasks. Excellent analytical, evaluative, and problem-solving abilities. Experience of DELL (or equivalent) hardware. Desirable Experience: Degree (or equivalent) in computer science, information sciences, or related field. Knowledge of virtualization technologies. Support experience with Microsoft Office 365. Understanding of current network hardware, protocols, and standards. Understanding of Information Security principles. Familiarity with Windows 11, management, and deployment technologies. Appropriate Microsoft certification. Benefits: We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects.
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