IT Field Service Engineer

We are seeking a skilled and dedicated IT Field Service engineer to join our team.

As an IT Field Service Engineer, you will be responsible for installing, maintaining and troubleshooting IT equipment and systems, providing remote and onsite IT support to Eurofins IT Systems Users.

You are able to communicate and explain complex technical information to non-technical customers in an understandable way. You will identify improvement opportunities in IT-related topics and help implement solutions for them.

You will also facilitate communication between IT Systems Users, IT Infrastructure, and other relevant parties.

Key Responsibilities:

• Deliver IT services efficiently and within service level agreements (SLAs).
• Ensure that incidents, service requests, and change requests are resolved within SLAs.
• Troubleshoot and fix escalated tickets that the Global IT Service Desk cannot resolve.
• Ensure excellent customer satisfaction.
• Be present and available to IT Systems Users requiring technical assistance.
• Support operations running their specialized hardware and software.
• Support development of operations (e.g. solutions for automation, AI, data transfer and reporting).
• Train IT Systems Users on how to use IT services.
• Keep software up to date according to Eurofins standards.
• Document known errors, workarounds, and standard operating procedures (SOPs) in FAQs to help increase the first-level resolution rate.
• Follow Eurofins standards, policies and safety rules.