Associate - IT

Eurofins Scientific is an international life sciences company which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment and pharmaceutical products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the key emerging players in specialty clinical diagnostic testing in Europe and the USA.

Job Title: Associate – IT

Work mode: 6 days working from office

Job location: Bangalore

Shift timings: Rotational shift (8AM to 5PM or 12PM to 9PM)

Be able to identify, diagnose and resolve both reoccurring and unique issues where there may not be any written instructions

Be forward thinking, looking for ways to increase productivity, efficiency and identifying process improvements

Must have excellent time management, prioritization, and organization skills

Ability to handle multiple projects, customers, and tasks at the same time as you’ll be working in a fast-paced environment

Have a basic understanding of ITIL concepts: Incident, Major Incident, Service Request, Problem Record, Knowledge Article, Asset Management, Change Request, Service Portal, etc.

Create written documentation to share knowledge with others, and be able to write this documentation in a step by step format from beginning to end without omitting steps

Act as a single point of contact for your customers and be a liaison between them and the rest of the organization

Provide timely, first contact resolution (FCR) to technical support issues while following company standards and procedures

Ensure all fields within the ticket are populated accurately with the customer’s name, location, site, phone, categorizations, short description and a full body of notes including documenting what ultimately solved the issue and how you did it

Basic troubleshooting and ability to provide guidance for remote repair when possible of hardware: desktop, laptop. Setting up new workstations for new joiners.

Basic troubleshooting and repair of on premise and cloud-based Microsoft products including O365, MS Teams, OneDrive, SharePoint, Azure, Exchange and Windows OS.

Basic knowledge of Active Directory, DNS, DHCP, Group Policy as well as support for such things as setting up or repairing access to network folder and file shares, setting up network printing, scan to email configurations, etc.

Basic support for VPN and remote access, Citrix, thin clients, VMWare or equivalent

Support for File-Xchange, Bomgar & Remote Desktop

Familiarity with network connectivity, TCI/IP, Firewalls, Vlan’s, Ethernet, etc.

Must be willing to spend the time necessary for continuous self-education

Report to your group leader any issue that could significantly impact the business

Triage/Escalate, if needed, unresolved problems to a higher level of support

Perform special projects as assigned/required

Provide occasional on-call support

Must be willing to work 24x7x365

Other duties as assigned

Must be ready to work in shifts, rotational shift-based environment.