When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

How will you make an impact?

The Technical Support Analyst is a member of our Customer Services Team. The role provides high quality first- and second-line support to customers in the context of products supplied by Digital Science Business Unit. The high quality demanded by this position will be met by the analyst’s ability to respond to support incidents within target times and assist in activities designed to facilitate continuous improvements to help-desk services.

• Communicate with customers in a professional and courteous manner
• Create and manage incidents through the incident lifecycle according to current guidelines and procedures
• Prioritize incidents according to current guidelines and procedures
• Provide technical solutions to incidents wherever possible
• Escalate incidents to Digital Science Development when required
• Respond to incidents according to standard service levels
• Work closely with other Digital Science departments to resolve issues when required
• Backup team leader in matters of dealing with customer complaints and issues
• Offer direction and skill training to other Technical Analysts on the team
• Be self-motivated and make best use of available time
• Supplement training activities
• Provide expertise in the installation of customer product updates
• Maintain processes, tools, and documentation in support of the customer environments.
• Architecting and Automating Software Integrations and Delivery in the Cloud
• Will handle other duties as assigned.

How will you get here?

Education

• Bachelor’s degree in a Life Sciences, Computer Science, or related field or 4 years of equivalent experience.

Experience, Required

• Minimum (2) years of technical support in the enterprise software arena
• Informatics experience with LIMS and other related software packages
• Windows Server Administration & Automation

Experience, Preferred

• Laboratory experience preferred

• Experience with SampleManager LIMS as an Administrator or Super User
• Highly Available 24x7x365 operations
• Cloud Certification (AWS, Azure, Google).
• Programming: C#, Scripting, Infrastructure as Code.
• Reporting: Power BI, Tableau
• Databases: DB Administration, Optimization, Management; Knowledge of DB Models, Highly Available DB Architectures and Design; Oracle & Microsoft SQL Server preferred
• Software Architecture: multi-tier HA modern applications; API/Web services
• Project management experience a plus

Knowledge, Skills, Abilities

• Excellent verbal and written communication skills essential
• Ability to liaise with people at all levels, from technical experts to novice users
• Enthusiastic, positive, action-oriented attitude
• Customer focused and committed to customer allegiance
• Systematic approach to problem solving and strong sense of ownership
• Ability to effectively prioritize and execute tasks in high-pressure environment
• Ability to travel up to 25% of the time including International
• Open to working flexible hours.
• Knowledge of the bioanalytical industry including clinical and pre-clinical drug development laboratories as well as contract research organizations