Description

Work ScheduleStandard (Mon-Fri)Environmental ConditionsOfficeJob Description<div><div>Roles & Responsibilities </div><div>This role supports multiple sites and requires extensive regional travel (approximately 80–100%), with a home base of Thermo Fisher’s Bridgewater, NJ site. </div><div>Provide on-site and remote IT support across multiple company locations within an assigned region, traveling extensively to deliver timely and effective resolutions for users of corporate applications and hardware. </div><div>Support resolution of issues related to business group applications across supported locations. </div><div>Manage Incident and Request queues, including ticket creation, categorization, prioritization, and ownership, ensuring consistent service delivery across the region. </div><div>Assign tickets to respective support groups when escalation is required and coordinate cross-functional support for issues spanning multiple locations. </div><div>Serve as a traveling IT support resource, partnering with local site contacts and centralized IT teams during site visits to resolve issues efficiently. </div><div>Proactively handle follow-up actions for customers without prompting, ensuring resolution validation and customer satisfaction across supported sites. </div><div>Review service metrics and take action to improve operational efficiency, service quality, and the end-user experience across the region. </div><div>Plan and execute scheduled and ad-hoc travel based on incidents, projects, and business priorities, while maintaining close alignment with the Regional IT Manager. </div><div> </div><div>Minimum Requirements </div><div>4 – 6 years of experience in Desktop / IT Service Delivery or Field Services roles providing hands-on end-user support. </div><div>Strong understanding of client/server networks, protocols, common Internet services, Active Directory, and how they work together in a distributed, multi-site environment. </div><div>Demonstrated problem-solving skills with an understanding of OSI layers to identify and resolve root causes. </div><div>Physical Requirements / Work Environment </div><div><ul><li>Candidates must successfully pass a pre-employment physical examination. Additionally, ongoing subsequent physical examinations are required at regular intervals to ensure continued fitness for the role. Candidates must have a clean driving record and will be required to pass an initial Motor Vehicle Record (MVR) review as a condition of employment. Annual MVR reviews will be conducted to ensure continued eligibility for the role. </li></ul></div><div> </div><div>Desired Skills </div><div>Excellent written and verbal communication skills with proven customer management experience supporting geographically distributed and global users. </div><div>Experience working with cross-regional and global IT teams, providing solutions to colleagues and peers across multiple locations. </div></div><div>Knowledge of IT operations and service delivery with the ability to manage critical situations independently while working in a traveling role. </div><div>Ability to identify opportunities to improve employee experience consistently across sites. </div><div>Strong computer hardware and software troubleshooting skills with a hands-on approach. </div><div>Ability to work collaboratively within a team and act as a trusted regional support partner, providing guidance and best practices. </div><div>Effectively communicate with and coordinate vendors during on-site visits, including escorting vendors within facilities and guiding required activities. </div><div>Ability to engage, collaborate with, and influence functional teams to support customers and drive timely resolutions across regions. </div><div>Certification with a major IT vendor on a desktop-related platform or technology is preferred. </div><div> </div><div>Required Skills & Technical Skills </div><div>Ability to diagnose and resolve issues on PCs and supported third-party applications, engaging Corporate Infrastructure, Security, and functional teams as required. </div><div>Ability to follow, update, edit, author, and review knowledge base (KB) articles to ensure consistent support and effective escalation to higher-tier teams. </div><div>Hands-on support—and the ability to remotely guide local resources—for computer rooms, IDFs, MDFs, and physical IT equipment such as servers, switches, routers, and printers. </div><div>PC and laptop installation, imaging, configuration, and break-fix support across multiple locations. </div><div>Provide recommendations to Client Engineering and Device Management teams to enhance PC and laptop configurations based on regional trends and site feedback. </div><div>MacOS request fulfillment and support across supported locations. </div><div>Printer and scanner installation, configuration, and break-fix support; coordination with vendors for replacements and contract modifications. </div><div>Phone and mobile device installation, configuration, and break-fix support. </div><div>Provide Level 2/3 support for PCs, printers, scanners, and phones when issues cannot be resolved remotely by the Service Desk. </div><div>ServiceNow queue ownership, including reviewing queues, self-assignment, ticket closure, KPI tracking, and membership management across sites. </div><div>Mounting and unmounting hardware in data centers (switches, routers, servers, etc.) during site visits as required. </div><div>Must be able to lift 15 lbs. on own and up to 50 lbs. with assistance. </div><div>Perform IDF/MDF routine checks during site visits, maintain data center health checklists, and initiate resolution for issues identified. </div><div>Lead medium-sized initiatives or workstreams impacting 50–100 customers across multiple locations, with limited managerial oversight. </div><div>Identify operational or support tasks that improve service delivery and assist with implementation and execution. </div><div>Perform software installations at PC and server levels. </div><div>Identify process improvement opportunities through technology and workflow optimization, presenting solutions to functional teams and management. </div><div>Build strong working relationships with functional teams and contribute to project planning, execution, and solution development across the region. </div><div>Read, write, and speak the local language(s) required for the supported region. </div>Compensation and BenefitsThe salary range estimated for this position based in New Jersey is $105,000.00–$110,000.00.This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:<ul><li>A choice of national medical and dental plans, and a national vision plan, including health incentive programs</li><li>Employee assistance and family support programs, including commuter benefits and tuition reimbursement</li><li>At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy</li><li>Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan</li><li>Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount</li></ul>For more information on our benefits, please visit: <a href="https://jobs.thermofisher.com/global/en/total-rewards" target="_blank">https://jobs.thermofisher.com/global/en/total-rewards</a>

IT Site-Field Support Engineer III

Description

Thermo Fisher Scientific