Deskside Support Engineer

Thermo Fisher Scientific; Swindon; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading scientific organization is seeking a Deskside Support Engineer based in Swindon. In this role, you will ensure the continued operation of desktop and laptop equipment, providing on-site and remote IT support. The ideal candidate will have experience in customer-facing support roles and strong technical skills, particularly with Windows 10 & 11. Join us for an opportunity to contribute to our mission of making the world healthier, cleaner, and safer.

Benefits

Competitive remuneration

Annual incentive plan bonus

Healthcare

Employee benefits

Qualifications

• Proven support experience in a customer-facing role, providing 2nd line technical support.
• Strong customer engagement skills and integrity.
• Ability to prioritize tasks and meet deadlines.

Responsibilities

• Ensure continued operation of desktop and laptop equipment for local and remote users.
• Resolve hardware and software incidents using standard remote-control tools.
• Support IT infrastructure and applications for designated function/site.

Skills

Customer engagement

Analytical skills

Problem solving

ITIL Foundation Certificate

Experience with Windows 10 & 11

Education

Degree in computer science

Tools

DELL hardware

Microsoft Office 365

Remote management tools

Job description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Able to lift 40 lbs. without assistance

Job Description

When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and join a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

Location/Division Specific Information

Thermo Fisher’s Swindon facility specializes in integrated sterile liquid and lyophilized product development and commercial manufacturing, including high potency products and LVP. The Swindon facility offers extensive development and commercial capabilities for sterile dosage forms, including liquid vials, commercial fill finish lines, primary and secondary packaging vials.

TheDeskside Support Engineer (IT Support, Deskside IT Support)

ensures the continued operation of desktop and laptop equipment, associated peripherals for both local and remote staff within the EMEA region.

Reporting to an IT Manager, you will prioritise your own time and resources to efficiently meet SLA’s and support local operational activities. This is an excellent opportunity for a customer-facing IT support professional who can work independently to play a key role in providing technical support to our colleagues at our Swindon site!

You may also be asked (as one off support visits) to travel to Newport in Wales when cover is required.

Responsibilities:

• Hardware and software incident resolution for on-site and remote users within the defined Service Level Agreements (SLAs), using standard remote-control tools.
• Support existing and new IT infrastructure and applications for designated function/site/application platform (SME).
• Utilise the service management tool and updating as incidents are progressed or resolved.
• Plan, coordinate and carry out hardware installation, moves, adds and changes. This will include the lifting and transporting of objects, such as computers and peripherals. Occasional inspection of cables in floors and ceilings.
• Software installation using software deployment tools.
• You will write site documentation, run books and knowledge articles.
• Network support including port activation and extended working with Network Support Engineers.
• Advanced telephony, Cisco user administration and support, including Hunt Group setup and reporting.
• Advanced Voicemail, Video-conferencing and Meeting Room support
• Advanced support and problem solving for printers, including prioritisation of critical issues.
• Deliver complex project work under guidance when agreed.
• Follow Desktop Good Working Practices and wider Thermo Fisher Scientific Quality Management processes.
• Present an effective, timely and professional Thermo Fisher Scientific presence to our customers, which span a variety of different departments and job roles.
• Identify and implement opportunities for continuous service improvement e.g. Shift Left.
• Attend, participate and report on team and customer meetings.
• Travel within the UK (up to 20%) which may necessitate own transport and the flexibility to support other sites when required.

Position Requirements:

• We require proven support experience in a customer facing role, providing 2nd line technical support (including remote management tools).

• IT Support or Deskside IT Support

• ITIL qualification at Foundation Certificate (or equivalent).
• Demonstrable experience with Windows 10 & Windows 11
• Strong customer engagement skills and integrity.
• Ability to clearly define, prioritise and complete tasks.
• Ability to prioritise own time, set realistic timescales and complete within agreed timescales.
• Excellent analytical, evaluative, and problem solving abilities.
• Experience of DELL (or equivalent) hardware.

Desirable Experience:

• Degree (or equivalent) in computer science, information sciences, or related field.
• Knowledge of virtualization technologies.
• Support experience with Microsoft Office 365.
• Understanding of current network hardware, protocols and standards.
• Understanding of Information Security principles.
• Familiarity with Windows 11, management and deployment technologies such as Intune and Autopilot.
• Appropriate Microsoft certification.

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.