Service Desk Engineer
Eurofins is seeking a Service Desk Engineer to lead and manage the Service Desk team, ensuring timely and effective support to end users. This role involves overseeing Incident, Service Request, and Change Management processes, monitoring service desk performance metrics, and driving service improvement initiatives. The Service Desk Engineer will act as the primary escalation point for unresolved or high-priority tickets and coordinate cross-functional collaboration with infrastructure, application, and security teams.
Key responsibilities include managing and maintaining the Site24x7 monitoring platform to ensure complete infrastructure visibility. The role involves configuring monitoring for servers, applications, websites, APIs, and network devices, setting up performance thresholds and alerting rules, diagnosing and analyzing alerts, and creating dashboards and reports on availability, capacity, and performance. Additionally, the Service Desk Engineer will work closely with infrastructure and application teams to refine monitoring strategies and manage SNMP configurations and event correlation for timely incident detection.
The ideal candidate will have hands-on experience with monitoring tools such as Site24x7, SolarWinds, and PRTG, and a strong knowledge of monitoring configuration and incident detection. Proficiency in Windows Servers, VMware vSphere, NetApp, Citrix Virtual Apps & Desktops, Microsoft 365, Azure AD, and endpoint management is essential. Familiarity with Azure cloud monitoring, ServiceNow Remedy ITSM modules, scripting languages like PowerShell, Bash, or Python, and a solid grasp of networking fundamentals are also required. Strong analytical, organizational, and problem-solving skills, along with excellent communication and interpersonal abilities, are crucial for success in this role.
Eurofins offers a dynamic working environment with a good team spirit where personal development and growth are highly encouraged. The company values growth, learning, and internal mobility, providing clear paths to leadership for ambitious professionals. Employees gain exposure to a modern IT environment supporting critical business operations and have the opportunity to work in a vibrant, multicultural team.