IT Support Technician – Tier II
The Tier II IT Support Technician at Eurofins provides advanced technical support for end-user devices, applications, and network connectivity across multiple locations. This role serves as an escalation point for Tier I issues, ensuring timely resolution of complex incidents and contributing to a positive user experience. Eurofins Scientific is an international life sciences company offering a unique range of analytical testing services to clients across various industries, aiming to make life and the environment safer, healthier, and more sustainable.
Key responsibilities include serving as the Tier II escalation point for technical issues from the Service Desk, providing advanced support for desktops, laptops, mobile devices, and peripherals, and supporting and maintaining Microsoft 365 applications such as Outlook, Teams, and SharePoint. The technician will also troubleshoot and resolve issues related to Windows 10/11, macOS, and common enterprise applications, assist with endpoint security, configure and support network connectivity, and utilize remote support tools to assist users in multiple locations. Additionally, the role involves documenting solutions, creating knowledge base articles, participating in hardware lifecycle management, collaborating with IT teams on projects, maintaining awareness of emerging technologies, participating in after-hours on-call rotation, and ensuring compliance with IT security standards and company policies.
The ideal candidate will have proven experience providing Tier II technical support in a Windows Active Directory environment, strong knowledge of Windows 10/11 operating systems with familiarity in macOS being a plus, and experience supporting Microsoft 365 applications. The ability to troubleshoot complex hardware and software issues, including network connectivity, is essential. Proficiency in using remote support tools and endpoint management platforms, strong written and verbal communication skills, excellent problem-solving abilities, and the capacity to work flexible hours, including participation in after-hours on-call rotation, are also required. An associate degree in Computer Science, Information Systems, or a related field is preferred, along with 2+ years of experience providing Tier II technical support in an enterprise environment.
Eurofins offers excellent full-time benefits, including comprehensive medical coverage, dental, and vision options, life and disability insurance, a 401(k) plan with company match, and paid vacation and holidays. The company is committed to supporting career development and embraces diversity, believing in strength and innovation through a diverse workforce. Eurofins is also dedicated to sustainability, aiming for carbon neutrality by 2025 through emission reduction and compensation initiatives.