Senior Associate - IT

Summary

Join Eurofins as an IT Service Desk Agent and provide phone, email, and chat support to local and nationwide laboratory customers. Troubleshoot and resolve hardware, software, and network connectivity issues. Gain exposure to various tools and learn high-level skills in networking, Active Directory, and security applications. Communicate technical concepts clearly to diverse audiences. This role demands emotional intelligence, empathy, technical skills, and a customer-focused approach. The daily tasks are varied, requiring adaptability and openness to change. Experience in Help Desk/Service Desk support or call centers is preferred.

Requirements

• Have a good command of written and spoken English and a basic understanding of ITIL concepts: Incident, Major Incident, Problem Record, Knowledge Article, Asset Management, Change Request, Service Portal, etc
• Propose basic troubleshooting and repair solutions for Windows operating systems and local and cloud-based Microsoft products, including MS Office: O365, SCCM, Azure, Exchange, Server 2008-2016
• Deal with network connectivity, TCI/IP, firewalls, Vlan, Ethernet, etc
• Have 6+ months of Help Desk/Service Desk support or one year of call center experience

Responsibilities

• Provide phone, email, and chat support for local and nationwide customers from our laboratories
• Troubleshoot and resolve customer hardware, software and general network connectivity issues
• Gain exposure to many tools and have the opportunity to learn high-level skills by supporting networking, active directory and security applications
• Break technical concepts down into non-technical language and communicate them to people of all IT skill levels

Preferred Qualifications

• Have basic knowledge of Active Directory, DNS, DHCP, VPN and remote access, Citrix, thin clients, VMWare or equivalent
• Work well with other members of the global team, represent our team when working remotely, and collaborate with labs around the world
• Have a forward-thinking mindset, looking for ways to increase productivity, efficiency and identify process improvements
• Possess time management, prioritization and organization skills
• Handle multiple projects, clients and tasks at the same time and enjoy working in a dynamic environment