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