IT Field Support Engineer

Company 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, pharmaceutical and cosmetics 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, CDMO, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the leading global emerging players in specialty clinical diagnostic testing.

In 2018, Eurofins generated 4.2 billion Euro proforma turnover in 800 laboratories across 47 countries, employing about 45.000 staff.

**Job Description**:
**Overall Objective**:
The position holder is responsible for providing IT Support to IT Systems Users, be it on the phone or physically present, in their respective IT region (Singapore and South East Asia). The engineer will work together with the Field Support Team to resolve on-site and off-site solutions incidents and to fullfil requests raised from the organisation. The engineer will work from the main location in Breda and travel to Eurofins locations throughout the Singapore and South East Asia to provide support on locations. The engineer will work with IT teams across the Globe, responsible for back-end systems such as servers and networking. Therefore strong verbal and written English is a requirement.

The main focus of this position is customer satisfaction. A service oriented attitude, excellent verbal and written skills and a high focus on the quality of work is required. The Engineer is flexible to work under all circumstances and has an understanding for urgencies and conflicting priorities.

**SPECIFIC ASSIGNMENTS**:

- Provide adequate IT support remotely and on-site (customer facing) to IT Systems Users;
- Taking ownership of IT issues and working with IT Teams across the globe to resolve these issues;
- Documenting troubleshooting and problem resolution steps in Standard Operating Procedures (SOPs);
- Settings up and configuring new laptops and desktops in accordance with company procedures;
- Prioritizing and managing many open cases at one time;
- Responding to and resolving of issues withing the agreed time limits (SLA's);
- Responsible for the correct registration in OTRS (ticketing system) of all incidents, service requests and changes;
- Undertake small to medium-sized IT projects as instructed by the IT Management;
- Escalate IT Issues to the IT Management where necessary;
- Adherence and adoption of IT Corporate Standards;
- Perform adhoc tasks as assigned.

**OTHER ASSIGNMENTS**:

- Improve user's satisfaction by identifying improvements to any kind of systems, policies, processes and work instructions.

**EVOLUTION**:

- In a fast growing group, a successful engineer is frequently being offered increased areas of responsibility.

**Qualifications**:
**Job Requirement**:

- Minimum 2 years of working experiences in IT related field.
- Good interaction skill with operational personnel, scientific personnel, and department management.
- Strong troubleshooting skill in IT issues and able to work independently
- Willing to travel within several Eurofins' entities in Singapore/ other countries if required.

Additional Information
**What we offer**: As an employer, we’re keen to look after our people with as much dedication as they look after our patients. That’s why we offer competitive salaries, excellent training and exceptional career prospects. We’re a growing and ambitious company, so there is huge potential here to develop with us and enjoy fantastic rewards in your career.

**Your data**:
As part of any recruitment process, the company collects and processes personal data relating to job applicants. The company is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.

Eurofins Mechem is an Equal Opportunities Company.