IT Field Support Agent

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 works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins believes it is a global leader in food, environmental, 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 in the support of clinical studies.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to over 47,000 staff across a network of more than 900 independent companies in over 50 countries and operating more than 800 laboratories. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialised clinical diagnostics testing.

In 2019, Eurofins generated total revenues of EUR € 4.56 billion, and has been among the best performing stocks in Europe over the past 20 years.

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.

• Bachelor or equivalent in Information Technology or equivalent experience degree
• English(working language) required, French (secondary working language, desired)
• 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

APPLICATION

As the role and Eurofins IT Talent Acquisition team are international, please ensure to send your application in English.