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Corporate Careers in Belgium and Luxembourg >> IT Careers >> IT Field Support Agent (1)

IT Field Support Agent

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With over 28,000 staff in more than 310 laboratories across 39 countries, Eurofins Scientific is the world leader in food and biopharma product testing. It is also number one in the world in the field of environmental laboratory services and one of the global market leaders in agroscience, genomics, pharma discovery services and central laboratory services.

For one of the headquarters, located in Luxembourg, we are looking to expand our team with a:

IT Field Support Agent

 

Summary of roles and objectives:

The IT Field support agent together with his colleagues will deliver support by phone or directly to the customer’s desk at the location in Brussels and Luxembourg. The majority of the requests are related to front-end systems such as desktops, laptops, fixed and mobile phones and applications. Requests relating to back-end systems such as servers and networking will be serviced from the IT teams across the Globe and assistance on-site for these teams is regularly needed, therefore strong verbal and written English is a requirement.

This position is primarily focused on customer satisfaction therefore a service oriented attitude, excellent verbal and written skills and focus on quality of work is required when working under all circumstances. Finally flexibility and understanding for urgencies and conflicting priorities is needed.

 

Roles and objectives:

  • High level of customer satisfaction;

  • Ensure adequate IT support is accessible for end user platforms;

  • Communicate and apply group policies and processes;

  • Improve user’s satisfaction by following and proposing improvements to any kind of systems, policies, processes, work instructions;

  • Apply information system security rules (rights, password changes, Group security recommendations);

  • Adherence and adoption of IT Group Standards;

  • Maintain proper inventory of assets (hardware and software licenses);

  • Ensure availability of support (in shifts) during business hours (08:15 – 19:30);

  • Participate in On-call Duty outside business hours.

Other Assignments:

Participate to group-level projects that include these locations as pilot site and other non-specific tasks on request of upper management.

 

Qualifications and experience required:

  • Bachelor or equivalent in Information Technology or equivalent experience;

  • Languages:

    • English    (working language);

    • French     (secondary working language, desired);

    • Dutch      (third working language, optional);

    • German   optional.

  • Solid knowledge of Microsoft end-user environment (Windows 7 / 10, MS Office, Outlook, etc.);

  • VoIP / IP Telephony;

  • Good knowledge of mobile solution and devices (Android, iPhone, etc.);

  • Basic knowledge of networking (switches / patches / IP / Subnets);

  • Excellent interpersonal and communication skills; team player.

 

Evolution:

In a fast growing group, successful leaders are frequently being offered increased areas of responsibility (subject to geographical mobility).