IT L2 Field Engineer (m/f/d)

About the company

Eurofins is an international Life Science company that offers customers from various industries a unique range of analytical services to make life and our environment safer, healthier, and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins works with the world's largest companies to ensure that the products delivered are safe, their ingredients are authentic, and the labeling is correct. The company is a leading global provider of analytics for food, environmental, pharmaceutical, and cosmetic products, as well as agricultural contract research services (CRO). Additionally, Eurofins is one of the independent world market leaders for testing and laboratory services in the fields of genomics, pharmacology, forensics, CDMO (contract manufacturing and development), materials science, and clinical trial support.

In just 30 years, Eurofins has grown from a laboratory in Nantes, France, to approximately 62,000 employees in a network of more than 1,000 independent companies in 62 countries with more than 900 laboratories. Eurofins offers a portfolio of more than 200,000 analytical methods to assess the safety, identity, composition, authenticity, origin, traceability, and purity of biological substances and products, as well as innovative services in the field of clinical diagnostics as one of the world's leading, emerging providers of specialized clinical diagnostic tests.

Our goal: A safer, healthier, and more sustainable life.

Your tasks

• Recording service requests, incidents, and disturbances in the ITSM system using the appropriate categorization and prioritization according to Eurofins processes
• Conducting sound error analyses together with end users to resolve problems as early as possible during the first contact
• Processing and resolving incidents and service requests within the agreed service levels, as well as escalation to internal or external specialist teams if required
• Providing continuous information to users regarding processing status, expected resolution times, and necessary follow-up actions
• Analyzing and resolving technical problems and service requests with a special focus on user satisfaction and service quality
• Continuous development of your own technical knowledge and skills to improve the first-call resolution rate
• Identifying recurring problems and service risks, documenting relevant findings, and performing appropriate escalation via the designated support or management channels
• Documenting solutions and exchanging knowledge with colleagues to ensure consistent service delivery within the team
• Creating, coordinating, and maintaining change control documentation for GxP-relevant changes to the IT infrastructure and instrument-related systems in accordance with applicable quality guidelines
• Identifying opportunities for improving, expanding, and optimizing service offerings
• Undertaking further tasks that may occasionally arise, provided they correspond to the character and requirement level of the position and are carried out with appropriate support

To support the company's IT requirements, you will provide on-site and remote support, handle disturbances and requests, and work both independently and as part of the international European BPEU team.

In addition to general support of the IT infrastructure, you will act as the primary technical contact for various software solutions that control analytical instruments and collect data. You will maintain an overview of these systems and act as a technical interface between equipment owners, equipment manufacturers, software owners, and the IT infrastructure.

Furthermore, you will undertake small to medium-sized IT projects, set up new laptops and desktop PCs according to company guidelines, and configure backup solutions for standalone instrument PCs, including data recovery if necessary.

Requirements

• Very good written and spoken English skills
• Completed vocational training or degree in the IT field
• At least 5 years of relevant professional experience in a comparable position (ideally in companies within the Life Science industry)
• Sound knowledge of all common Microsoft Windows versions (preferably in an IT service provider environment)
• Good knowledge of Microsoft Office 365 (O365) and Microsoft Teams
• Experience with modern workplace solutions, especially Microsoft Intune
• Demonstrable customer-oriented way of working ("Customer First" mentality)
• Ability to communicate professionally and confidently with contact persons at all hierarchical levels
• Strong skills in error analysis and problem-solving
• Several years of experience in a helpdesk or technical support environment
• ITIL certification
• Good networking knowledge

other desirable additional qualifications

• Valid driver's license
• Ability to work in a team
• Experience in incident and change management according to ITIL
• Fluency in another European language
• Curiosity as well as strong motivation to solve technical challenges
• Independent, structured, and proactive way of working

What we offer

• A responsible position with room for design
• Working in a dynamically growing company with flat hierarchies
• A motivated, interdisciplinary team
• Team-oriented and friendly corporate culture
• Varied and diverse projects
• Best development opportunities for your professional future
• The security and stability of an established company within the Eurofins Group
• Fruit day as well as free coffee and tea
• Free parking
• Modern working environment on 5,000 m² of production and office space

We offer you plenty of room for new ideas and development opportunities and very flat hierarchies. If you possess a high degree of responsibility, initiative, and a desire to shape things, we look forward to receiving your application via our applicant portal, stating your possible start date and salary expectations, and getting to know you!

Other

For Eurofins Inpac Medizintechnik GmbH, we are looking for an IT L2 Field Engineer (m/f/d) for the location 75217 Birkenfeld to start as soon as possible in full-time; additionally, you will provide on-site support at the Calw location.

Willingness to travel to Homburg and Konstanz is required.