IT Support Specialist

Company Description

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.

The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agro-science Contract Research Organization services. It is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organizations. It also has a rapidly developing presence in highly specialized and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a decentralized and entrepreneurial network of 900 laboratories in over 54 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2021, Eurofins generated total revenues of EUR 6.72 billion, and has been among the best performing stocks in Europe over the past 20 years.

Job Description

Basic Function and Scope of Responsibility: 

The Support Engineer role is primarily responsible to provide a single point of contact for end users to receive support within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user equipment to ensure optimal performance. The person will also provide frontline help desk coverage (in person, by telephone, or via email), requiring problem analysis, technical assistance, and training of associates for various information systems.

Essential Job Duties:

IT Support & Service Desk

• Serve as the first point of contact: triage incidents, provide first-level support, gather information, and route/escalate as needed.
• Troubleshoot and resolve hardware, software, printer, connectivity, phone, and messaging issues via remote and onsite support.
• Maintain complete, timely, and accurate ticket records; update the knowledge base and user documentation.

End-User Training & Guidance

• Educate users on operating systems, software applications, phone system use, and security best practices.
• Provide instruction during new-hire orientations and as needed for tools/process changes.

On/Offboarding & Access Management

• Set up computers, peripherals, phones/smartphones, email, voicemail, and security for new users.
• Manage user accounts, permissions, and access; process changes for moves and terminations.

Systems Administration & Maintenance

• Install, configure, upgrade, and maintain desktops/workstations and software applications (including patches, AV, and security updates).
• Maintain daily backups (including off-site storage) and change-control logs for all computers.

Inventory, Licensing & Compliance

• Maintain the IT asset inventory and licensing information to ensure compliance.
• Act as primary contact for desktop, printer, phone, software deployment, antivirus management, and related technologies.
• Coordinate with maintenance, technical support, or programming teams for complex failures; escalate when necessary.
• Organize workload to meet deadlines and prioritize assignments.
• Represent the department and company professionally and in line with established standards.
• Perform other duties as assigned by management.
• High School Diploma or equivalent required; Associate’s Degree preferred.
• Nice to have: CompTIA A+, Network+, Microsoft (MCSA/MD-100/MD-101), ITIL.
• Maintain the IT asset inventory and licensing information to ensure compliance.
• Act as primary contact for desktop, printer, phone, software deployment, antivirus management, and related technologies.
• Coordinate with maintenance, technical support, or programming teams for complex failures; escalate when necessary.
• Organize workload to meet deadlines and prioritize assignments.
• Represent the department and company professionally and in line with established standards.
• Perform other duties as assigned by management.
• High School Diploma or equivalent required; Associate’s Degree preferred.
• Nice to have: CompTIA A+, Network+, Microsoft (MCSA/MD-100/MD-101), ITIL.

Coordination & Standards

Qualifications

Essential Knowledge, Skills And Abilities:

Education & Certifications

Experience

• Level I: 1–3 years in enterprise Help Desk/Desktop support.
• Level II: 3–7 years in enterprise Desktop/Help Desk, including Windows and Microsoft 365/O365 administration.
• Windows desktop OS (install, config, troubleshoot) and Microsoft Office/365.
• PC/laptop hardware, peripherals, and local/network printing.
• Ticketing systems (Service Desk/Help Desk).
• Active Directory basics (users, groups), remote access tools, Exchange/Outlook.
• OS imaging & deployment concepts/best practices.
• Mobile device setup (phones/tablets), Wi-Fi configuration.
• Level I: 1–3 years in enterprise Help Desk/Desktop support.
• Level II: 3–7 years in enterprise Desktop/Help Desk, including Windows and Microsoft 365/O365 administration.
• Windows desktop OS (install, config, troubleshoot) and Microsoft Office/365.
• PC/laptop hardware, peripherals, and local/network printing.
• Ticketing systems (Service Desk/Help Desk).
• Active Directory basics (users, groups), remote access tools, Exchange/Outlook.
• OS imaging & deployment concepts/best practices.
• Mobile device setup (phones/tablets), Wi-Fi configuration.

Technical Skills

• Antivirus/content filtering; basic networks and network cabling.
• Level II adds: migration/upgrade planning and execution; creating/managing simple project plans; coordination with third-party vendors.
• Strong troubleshooting; ability to identify/resolve system malfunctions.
• Prioritization, multitasking, and time management in a fast-paced environment.
• Attention to detail; ability to learn new systems and understand dependencies.
• Clear documentation: read/interpret SOPs; write/update KB/user guides.
• Sound judgment and timely decision-making with appropriate stakeholder inclusion.
• Excellent interpersonal skills across all organizational levels; confidentiality and discretion.
• Antivirus/content filtering; basic networks and network cabling.
• Level II adds: migration/upgrade planning and execution; creating/managing simple project plans; coordination with third-party vendors.
• Strong troubleshooting; ability to identify/resolve system malfunctions.
• Prioritization, multitasking, and time management in a fast-paced environment.
• Attention to detail; ability to learn new systems and understand dependencies.
• Clear documentation: read/interpret SOPs; write/update KB/user guides.
• Sound judgment and timely decision-making with appropriate stakeholder inclusion.
• Excellent interpersonal skills across all organizational levels; confidentiality and discretion.

Professional Skills

• Nice to have: experience in a lab, regulated, or controlled environment.

Additional Information

Professional working proficiency in English is a requirement, including the ability to read, write and speak in English.