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Thermo Fisher Scientific Site Engineer III in Plainville, Massachusetts

Site Engineer III

  • Provide escalated technical support for both hardware and software issues that may arise

  • Troubleshoot hardware and software issues in person, remotely and via phone; track 100% of all customer contacts: telephone calls, email and personnel requests for technical support ensuring timely feedback and closure

  • Identify, research, and resolve technical problems for individuals and groups in an efficient manner, recognizing the proper course of action to take, communicating and escalating severe issues as appropriate

  • Assist with the installation of new hardware and software and help train employees on its use

  • Manage the configuration and operation of client-based computer operating systems

  • Upgrade systems and processes as required for enhanced functionality and security issue resolution

  • Communicate highly technical information to both technical and non-technical personnel

  • Manage incoming and outgoing asset inventory of hardware, software, and peripherals

  • Perform knowledge transfers among team members by preparing and maintaining documentation for processes, procedures, written instructions, and solutions to problems

  • Collaborate with team members to identify and recommend process, system, hardware, and software improvements and/or upgrades to increase efficiency, enhance workflow and improve customer satisfaction

  • Maintain knowledge of developments in relevant technologies and their use in the industry, making recommendations when appropriate

  • Assist team members as needed

Other Responsibilities (50%)

  • Assist in managing system infrastructure including, databases, testing computer equipment, firewalls, edge protection and other software and hardware

  • Monitor system backups and verify that backups have been completed

  • Project responsibilities for desktop related upgrades and implementations

  • Project documentation and tracking

  • Provide advanced audio-visual support for AV equipment throughout the company

  • Oversees the deployment of assistance in managing the deployment of any patches, hotfixes on the local servers as prescribed by the Global Infrastructure group

  • Add, remove, and modify users from systems

  • Install or upgrade server equipment as instructed

  • Install hardware and software as required

  • Troubleshoot system and application problems

  • Respond to and address requests via local ticketing process

  • Comply with company's Global IT Policies & Procedures

  • Perform other duties as assigned

How will you get here?

  • Associates Degree in Computer Science, equivalent work experience acceptable

  • Relevant technical certificates a plus

  • 4+ years of related technical work experience with WAN/LAN Network and voice infrastructure

  • Proficient with WAN/LAN protocols and topologies (Ethernet, FastE, GigE) in computer networking environments (including SNA, TCP/IP, NETBIOS, IPX)

  • Strong interpersonal and excellent documentation skills are a must

  • Able to assume and complete assignments independently

  • Ability to explain and champion technical concepts to a broad audience

  • Advanced knowledge in creating and maintaining management level and detailed project plans utilizing Microsoft products

  • Excellent customer service skills required

  • Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements

  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts

Bachelor's degree preferred

 Minimum five years of experience in a similar role within corporate environment

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.