Digital Support Engineer
At a glance
Mid-level IT Support & Helpdesk role at Thermofisher. Remote, United States · full-time · no salary stated · we estimate $71,694–$112,619 across the United States.
Thermofisher has not published a salary for this role. The figure below is our estimate, not theirs.
remoteroles summary, based on the employer's posting.
What you'll do
- Work with local support teams before installation to plan how each solution connects to customer infrastructure and answer IT questions
- Set up remote diagnostics and health monitoring, then carry out automated deployments using configuration management tools
- Troubleshoot software, system and infrastructure issues affecting reliability or performance, and support installations within agreed service levels
- Help factory and development teams with initial deployments, installs and upgrades of new systems and modules
- Advise development and operations teams on manuals, training and customer-facing materials
What you bring
- A bachelor’s or master’s degree in ICT, computer science or a related technical or software field
- Experience managing IT applications, plus data storage and remote software installation, support and troubleshooting
- Hands-on knowledge of networking, including firewalls, content filters, routing, switching and VLANs, and virtualization such as VMware or KVM
- Proficient spoken and written English
Who this fits
This mid-level role suits someone comfortable working directly with customers and coordinating with support, implementation, factory and development teams. You’ll work remotely in the United States on a Monday-to-Friday schedule, with regional travel of up to a quarter of your time.
From the employer
Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
DESCRIPTION:
Due to our growth we are looking for an experienced Digital Support Engineer to be added to our MSD (Materials and Structural analysis Division) Service, to deal with IT and infrastructure related matters.
In this position in the MSD division you will work close together with Sales and support organization to ensure a smooth introduction, delivery and support of our digital solutions and services. You will be in direct contact with the customer and interact with the implementation and support teams. It is your responsibility to provide all the vital information to handle the full landscape of the deployment of the IT solution including the integration with the customers infrastructure and enable the remote support capabilities.
SPECIFIC WORK:
• Engage with local support teams during pre-installation phase as a consultant to design the integration of the solution with the local infrastructure and answer all IT related questions.
• Ensure systems are setup for remote diagnostics and health monitoring
• Engage with the development and operations organization to provide recommendations to manuals, training and customer facing material.
• Perform automated deployments through the use of configuration management technology;
• Provide support to the installations within the SLA as agreed using our processes.
• Conduct detailed troubleshooting and analysis of system or SW and infrastructure problems that affect reliability, performance, etc. of our delivered systems.
• Support factory and development teams with first deployments, installs and upgrades of newly introduced systems and modules to ensure accurate working order.
REQUIREMENTS:
The successful candidate will possess the following combination of education and experience:
• Typically required, a Bachelor or Master degree in ICT Computer Science or a technical / SW field
• Proficient in English (verbal and in writing)
• Experience in IT application management;
• Experience with data storage and (remote) software installations, support and trouble shooting.
• Fundamental understanding and hands-on experience with network technologies including firewalls, content filters, routing/switching, VLANs
• Experience with virtualization technologies like VMWare/KVM infrastructure
• Knowledge, or experience with: Monitoring tools, Linux, VMWare, Automation and Scripting, Kubernetes, Ansible and Docker.
• Confirmed customer facing skills and great teammate.
• Strong problem-solving skills and analytical approaches.
• Motivated to work in a constantly evolving and highly technical environment.
• Open to travel up to 25% of time (mainly regional).
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