Technical Support Specialist Ii

5 months ago

Adelaide Region SA, Australia Thermo Fisher Scientific Full time

When you join us at Thermo Fisher Scientific, you’ll be part of an inquisitive team that shares your passion for exploration and discovery. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

**Location/Division Specific Information**:
With us, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life - enabling our customers to make the world healthier, cleaner and safer. We provide our teams with the resources needed to achieve individual career goals while taking science a step beyond.

**Discover Impactful Work**:
Support Analyst/Technical Support Specialist II will be a member of an APAC Technical Support Team, delivering high quality of 24*7 Technical Support to customers in the context of products supplied by Thermo Fisher Digital Science Solutions.

The high quality demanded by this position will be met by the analyst’s ability to respond to support incidents within target times and assist in activities crafted to facilitate continuous improvements to helpdesk services. Analyst will need to be available to work on weekends and travel up to 25% of the time to provide support and training for customers.

**Key responsibilities**:

- Should have excellent analytical and problem-solving skills, along with knowledge on ThermoFisher Scientific Digital Science Solutions products like SampleManager LIMS, Watson LIMS, Integration Manager etc..
- Should be flexible to work on weekends and to independently investigate the critical support issues.
- Should have programming knowledge in.NET and C#.
- Should have the ability to adapt and embrace emerging technologies and new features of our products and technologies.
- Perform baseline database administrative tasks (MS SQL, Oracle and PostgreSQL) and design SQL scripts
- Should have basic knowledge of Operating Systems and cloud (AWS and Azure).
- Should Build strong working relationships with team members and other teams of Thermo Fisher Scientific, particularly the TechOps and Development teams.
- Should assume responsibility for Support Incidents from receipt to resolution, demonstrate alignment to service level agreements and ensure that critical issues are addressed.
- Should be an open and honest communicator with solid written and verbal communication skills.
- Should be able to handle difficult conversations with customers in a professional and courteous manner.
- Should be able to proactively identify critical issues and bring up to the Helpdesk Team Leader, Support Manager or DSS Development team.
- Should be able to build and maintain knowledge base articles and documentation for DSS products.
- Embrace the Practical Process Improvement PPI Business System to improve the efficiency and effectiveness of Technical Support.
- Might be required to travel nationally and internationally and visit customers for on-site work.
- Act as the Thermo Fisher Scientific customer ambassador, and demonstrate Thermo Fisher Scientific values - Integrity, Intensity, Innovation and Involvement.

**Keys to Success**:
**Education**:

- Bachelor’s degree or Master’s degree (preferably Laboratory/Life Science/IT)
- Experience with LIMS is an asset
- Programming knowledge (C# and.NET).
- Strong customer service competence.
- Strong motivation to learn and to develop.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, address sophisticated scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

**Accessibility/Disability Access**:

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