Technical Support Level 2
Eurofins Costa Rica
Heredia, Heredia Province, Costa Rica
hace 1 día

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, from 800 laboratories across 47 countries and employs about 45.000 staff.

Eurofins Costa Rica possesses an experienced team, a new service model, a philosophy that will provide you with high quality, trustworthy as well as efficient IT infrastructure services for our internal customers worldwide and including but not limited to: Design, Administration and Operations of Datacenter Networking, Database, Automation, Virtualization, storage, etc.

Eurofins is a Young, Dynamic and Growing organization with lot of career growth prospects. We strongly believe that ‘Our people are our assets’ and we ensure that all our staff are provided with great work environment, good benefits and challenging Global projects to enable a fulfilling career. We are committed to provide enriching experience to our employees.

Job Description

This position will provide the day to day support of multiple production environments and projects. The position will interface with development, business entities and INFRA on a routine basis to ensure deployment and Production environment is built /supported. The position will be a SPOC (Single Point of Contact) for business entities.

The Technology Service team will:

ð Provide functional level 2 of support and troubleshooting of .Net based web applications.

ð Provide Assistance to local Eurofins EOL website owners in their EOL activities. (configuration aspects, RF)

ð Log tickets based on end user requests to resolve queries within SLA.

ð Perform initial investigations to identify origins of issues.

ð Coordinate with IT Operations, EOL BA Team and Development teams based on the reported issues to coordinate their resolution within SLA.

ð Create and maintain open tickets for follow-up, report ticket status to users on the basis specified in the SLA.

ð Build, maintain and communicate weekly & Monthly statistics to management.

ð Participate in outage bridges to ensure timely resolution of service impacting problems and accurate communications to stakeholders.

ð Build knowledge base further with the help of EOL Business Analyst team depending on the tickets logged.

Qualifications

Experience:

ð 3 to 5 years overall end user support experience.

ð Up to 3 years work experience in an Enterprise application support environment.

ð At least 3 years of experience working in IIS hosted web application is preferred.

ð At least 3 years of experience operating Windows Server & MS SQL Server.

ð Good understanding of any IT Service Management tool to log, monitor, and document the incidents/tickets.

ð Very good communication and interpersonal relation skills in an international environment.

ð Ability to adapt to either technical or business people.

ð At ease with distant communications leveraging a wide array of technologies (shared code, documents and forums, phone, chat, e-mail).

ð Strong interpersonal & English skills including documentation and preparation of status reports.

ð Experience working with customers from European region would be a plus.

ð Understanding of ITIL, SDLC and Product Lifecycle methodologies is a definite plus. 

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