Associate - IT

Eurofins; Bengaluru; On-site; INR 450,000 - 650,000; Full time

Job summary

Eurofins Scientific is seeking an Associate – IT to join our Bangalore operations. The role involves diagnosing and resolving IT issues, documenting solutions, and serving as a liaison between customers and the organization.

Shift rotation and office-based work are part of the role. You will support desktop, laptop, and cloud-based Microsoft products (O365, Teams, OneDrive, SharePoint, Azure, Exchange) and work within ITIL frameworks.

Qualifications

• Be able to identify, diagnose and resolve issues with and without written instructions.
• Improve productivity by identifying process improvements.
• Must have excellent time management, prioritization, and organization skills.
• Handle multiple projects and customers in a fast-paced environment.
• Have a basic understanding of ITIL concepts: Incident, Service Request, Problem Record.

Responsibilities

• Identify, diagnose and resolve recurring and unique IT issues.
• Create step-by-step written documentation for knowledge sharing.
• Act as single point of contact for customers and liaise with internal teams.
• Provide first contact resolution (FCR) for technical support.
• Ensure ticket fields are completed with customer details and solutions.

Skills

Troubleshooting IT issues

Documentation

Time management

Customer liaison

Tools

O365

MS Teams

OneDrive

SharePoint

Azure

Exchange

Windows OS

Active Directory

Job description

Eurofins Scientific is an international life sciences company which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment and pharmaceutical products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the key emerging players in specialty clinical diagnostic testing in Europe and the USA.

Group's key figures are approx. 7.296 billion Euros turnover, over 950 laboratories across 59 countries and about 65,000 staff.

Job Description

Job Title: Associate – IT
Work mode: 6 days working from office
Job location: Bangalore
Shift timings: Rotational shift (8AM to 5PM or 12PM to 9PM)

• Be able to identify, diagnose and resolve both reoccurring and unique issues where there may not be any written instructions
• Be forward thinking, looking for ways to increase productivity, efficiency and identifying process improvements
• Must have excellent time management, prioritization, and organization skills
• Ability to handle multiple projects, customers, and tasks at the same time as you’ll be working in a fast-paced environment
• Have a basic understanding of ITIL concepts: Incident, Major Incident, Service Request, Problem Record, Knowledge Article, Asset Management, Change Request, Service Portal, etc.
• Create written documentation to share knowledge with others, and be able to write this documentation in a step by step format from beginning to end without omitting steps
• Act as a single point of contact for your customers and be a liaison between them and the rest of the organization
• Provide timely, first contact resolution (FCR) to technical support issues while following company standards and procedures
• Ensure all fields within the ticket are populated accurately with the customer’s name, location, site, phone, categorizations, short description and a full body of notes including documenting what ultimately solved the issue and how you did it
• Basic troubleshooting and ability to provide guidance for remote repair when possible of hardware: desktop, laptop. Setting up new workstations for new joiners.
• Basic troubleshooting and repair of on premise and cloud-based Microsoft products including O365, MS Teams, OneDrive, SharePoint, Azure, Exchange and Windows OS.
• Basic knowledge of Active Directory, DNS, DHCP, Group Policy as well as support for such things as setting up or repairing access to network folder and file shares, setting up network printing, scan to email configurations, etc.
• Basic support for VPN and remote access, Citrix, thin clients, VMWare or equivalent
• Support for File-Xchange, Bomgar & Remote Desktop
• Familiarity with network connectivity, TCI/IP, Firewalls, Vlan’s, Ethernet, etc.
• Must be willing to spend the time necessary for continuous self-education
• Report to your group leader any issue that could significantly impact the business
• Triage/Escalate, if needed, unresolved problems to a higher level of support
• Perform special projects as assigned/required
• Must be willing to work 24x7x365
• Other duties as assigned

Must be ready to work in shifts, rotational shift-based environment.