Senior Support Specialist - Eurofins

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 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 is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. Eurofins 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 Organisations. The Group also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 50 countries. 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.

In 2020, Eurofins generated total revenues of EUR € 5.4 billion, and has been among the best performing stocks in Europe over the past 20 years.

Job Description

• As a member of our Level 2 Support Team of Eurofins Lancaster Labs, you will be responsible for the investigation, diagnosis, and resolution of incidents, as well as the fulfilment of service requests
  

• Monitor and collect data regarding system usage. Identify trends that require follow-up action
  
• Collaborate and communicate with a wide range of internal and external teams including business users, Level 3 Support, Site Reliability Engineers, Product Managers, other Eurofins IT Crews, and third-party support vendors
  
• Manage notification and updates to the business, identify relevant playbooks for response to incidents, participate in the technical diagnosis, and follow escalation paths to pull in team members where needed
  
• Contribute to our application observability to ensure we give appropriate response to application alerts and performance concerns
  

• Create and improve on our operational procedures and documentation
  

• Ensure compliance with quality standards and project requirements
  

• Continuously improve application/product knowledge to be an expert in it
  

• Support specialists may also have project and software deployment responsibilities including application smoke testing, preparing and executing configuration changes, data migrations
  

Qualifications

The Basic Minimum Qualifications:

• B.S. or equivalent experience in the field of Computer Science and/or Engineering
• 3 years of experience in application support
• Experience in application support (preferably web applications)
• Strong problem-solving skills required with the ability and desire to tackle new challenges
• Strong technical writing skills; ability to communicate complex technical concepts clearly and concisely
• Good knowledge in Database & SQL.
• Ability to create & mine data using SQL queries.
• Ability to write and execute SQL queries for data validation and verification

The Ideal candidate would possess:

• Working knowledge on Service Now, Azure DevOps
  
• Experience with IT service methodologies such as ITIL, Agile, Kanban
  
• Ability to troubleshoot complex issues to determine where root cause is with the application, infrastructure, network, training concern
  
• Working experience with Cloud (preferably Microsoft Azure)
  
• Experience with observability tools like Azure Monitor, Grafana, SolarWinds
  
• Experience in larger IT organizations (over 300 people)
  
• Laboratory domain experience would be an advantage
  
• Very good English communication skills (verbal and written)
  

Additional Information

The schedule for this role is M-F 8a-5p with a hybrid schedule.

Those within a commutable distance to Lancaster, PA are encouraged to apply.

• Excellent full time benefits including comprehensive medical coverage, dental, and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays