It Level 2 Field Services Technician Bardi

It Level 2 Field Services Technician
Bardi
Emilia Romagna, Bardi

Company Description

**Eurofins BioPharma Product Testing** is looking for an **IT Level 2 Field Services Technician **for its headquarters in Vimodrone (MI).

This is a demanding Support&Operation position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to Eurofins Internal end users and a high degree of technical knowledge across a broad range of technologies and IT Services provided by Eurofins IT.

**Job Description**:

**Specific Assignments**:

- As IT L2 Field Services you will be in contact with our end users to fix issues and faults relating to their service.

- The primary objective of the role is to provide quick and or permanent resolution.

This will be achieved by troubleshooting, diagnosing and resolve problems and/or escalating the fault to one of our 3rd level teams to investigate and resolve.

- Throughout this process you will remain point of contact with the customer, maintaining ownership of the original fault or task.

(Incidents, Service requests and Operational activities)

- Adhering to current regulatory requirements as well as Eurofins standards.

**Responsibilities**:

- Taking ownership of faults and managing them in a logical and methodical manner;

- Correctly logging service requests, incidents and faults into ServiceNow, categorizing and prioritizing them in line with Eurofins procedures;

- Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution;

- Ensuring all faults are progressed & cleared within SLA - escalating to other internal and external teams as appropriate;

- Keeping the customer informed of progress;

- Diagnosing and resolving issues and requests to the customer's highest satisfaction;

- Maintain and develop own knowledge and skills to assist with first time fault resolution;

- Identify and escalate repeated issues or service risks into your management;

- Sharing knowledge with team colleagues;

- Identify opportunities to innovate, extend and enhance service delivery everywhere possible;

- Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility and with maximum support of your Manager;

**Qualifications**:

**Skills & Experience**:

- A relevant educational background in IT;

- At least 3 years of relevant work experience in a similar role;

- Skilled with working on all variants MS Windows (preferably within an IT Service provider environment);

- Skilled with working on MS Office (O365) and MS Teams;

- A keen interest in networking with colleagues in different countries and locations;

- Must be able to demonstrate a customer first approach to support;

- The ability to liaise and communicate confidently and professionally with customer representatives at all levels;

- Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner;

- Natural aptitude for troubleshooting & problem solving;

- Have solid experience in a helpdesk or technical support environment;

- Highly organized and able to work on own initiative to complete the range of tasks required;

- Good listening skills: problem-solving and the ability to handle multiple projects/clients at once in a fast-paced environment;

- Excellent in English verbally and in writing.

- ** ITIL Certification**:

- Network knowledge

- Open to travel (Europe)

**Beneficial skills & Experience**:

- Team Player

- Incident management & change management according to ITIL;

- Fluent in English.

Any other European languages is a plus.

- ServiceNow experience

- Curiosity and a desire to resolve technical problems

- Self-motivated, organized and initiative-taking.

- Valid driver's license required.

Additional Information