Product Support Engineer
Eurofins
Heredia, CR
hace 2 días

Job Summary :

Eurofins Digital Online solutions are used daily by over users in 50 countries (and growing, fast!). The Digital Online program is in need of an experienced Product Support Engineer.

As a key member of the Global IT Solutions team you play a critical role in providing a high level of IT service to our customers by maintaining the software applications.

Main Objectives :

  • Provide professional technical and functional support for applications following ITIL guidelines towards closure.
  • Create productive relationships with key users, vendors and colleagues to ensure timely and efficient resolution of incidents / problems.
  • Collaborate with the Information Technology and Operations teams to support systems and process improvements.
  • Create and maintain comprehensive documentation / knowledge base to ensure support, maintenance and recovery of all IT systems.
  • Contribute to the training to ensure the correct implementation and use of the applications within the business.
  • Develop expertise on in-house applications.
  • Diagnosis, investigation, resolution and coordination with business, application owners and infrastructure support.
  • Qualifications

    Required Professional Expertise :

  • Superb assertive and collaborative communication abilities.
  • Self-driven with the ability to work both independently and as part of a team.
  • Critical thinking and analytical skills with troubleshooting and complex problem-solving ability are a must.
  • Customer orientation is critical to this role due to the internal and external customer interaction involved.
  • Ability to communicate professionally and effectively with all different levels within the organization.
  • Cross cultural savvy as Eurofins is a very diverse organization and utter respect and professionalism is expected in all levels of the organization across the globe.
  • Technical Skills :

  • At least 5 years of experience in hands-on support for complex IT Environments.
  • Applied experience working with IT hardware and software (web site development)
  • Strong SQL, IIS and web-based application knowledge.
  • Working knowledge of ESB Enterprise Service Bus or Message Queuing (MSMQ)
  • Skilled on microservices (WEB service, REST service)
  • Knowledgeable on Agile, DevOps and / or automation.
  • ITIL certified or strong / expert level knowledge applied.
  • Knowledge on ASP, Java Script and PowerShell.
  • Experience on Ecommerce, LIMS and healthcare apps and domains.
  • Bonus Points :

  • PowerShell strong experience
  • Release Management experience
  • Jenkins & Octopus (deployment tools)
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