Job Description
In a nutshellIn a nutshell
The IT L2 Support Team Leader is responsible for providing IT support to users of IT systems, either by telephone or physically, in the relevant IT region (France). The IT L2 Support Team Leader will work together with the Field Support L2 Team located in different sites across the country to resolve on-site and off-site solutions, incidents and to fulfil requests raised from the organization. The IT L2 Support Team Leader will work from the Les Ulis or Fontenilles site and, if required, will travel to Eurofins sites mainly in France and some cases to other European sites to provide on-site support. The IT L2 Support Team Leader will work with IT teams Worldwide and will be responsible for the laboratories own systems, networks and equipment and will report to the IT Zone Manager. Therefore, a good level of verbal and written English is required. The IT L2 Support Team Leader will work in an IT environment that complies with (GxP pharmaceutical) good manufacturing practices.
Where will you be based and what business will you support?
The IT L2 Support Team Leader will work from the Les Ulis or Fontenilles site and, if required, will travel to Eurofins sites mainly in France and some cases to other European sites to provide on-site support. Leading a team of 3 people.
How can you help us?
The main focus of this position is customer satisfaction. A service-oriented attitude, excellent verbal and written skills and a high focus on the quality of work is required. The IT L2 Support Team Leader is flexible to work under all circumstances and has an understanding for urgencies and conflicting priorities.
Lead the country L2 team that support IT operations;
Provide adequate IT support remotely and on-site (customer facing) to IT systems users;
Taking ownership of IT issues and working with IT teams, in the Europe and across the globe to resolve these issues;
Develop strategies, processes and procedures to increase the efficiency of the operations team;
Documenting troubleshooting and problem resolution steps in Standard Operating Procedures (SOPs);
Setting up and configuring new laptops and desktops in accordance with company procedures;
Prioritizing and managing many open cases at one time;
Responding to and resolving of issues within the agreed time limits (SLA's);
Responsible for the correct registration in ServiceNow (ticketing system) of all incidents, service requests and changes;
Undertake small to medium-sized IT projects as instructed by the IT Management;
Escalate IT Issues to the IT Management where necessary;
Adherence and adoption of IT Corporate Standards;
Level 2 IT support: First point of contact (FPOC), register request in ServiceNow, solve request or transfer request to relevant department (IT infra, IT Solution);
Hardware management (Desktop, Laptop, Printers, label printers and Instrument computers) – Coordination with Infrastructure team;
Qualifications
Are you our kind of extraordinary?
The ability to work independently and as part of a team with a courteous and professional attitude;
Excellent time management and prioritization skills;
Good listening skills; problem-solving and the ability to handle multiple projects/clients at once in a fast-paced environment;
Must have the technical aptitude to learn, apply and solve technological solutions and/or challenges;
Flexible to work under all circumstances;
Must be willing to spend the time necessary to achieve and maintain a high level of technical proficiency;
High focus on the quality of work
Must have experience working with PC/Server based hardware, software and networking components.
Required
Bachelor of Science (HBO) or Senior Secondary Vocational Education (MBO) in a relevant field;
A relevant educational background in IT;
At least 5 years of relevant work experience in a similar role (pharma preferable)
Excellent communication skills and excellent in English, verbally and in writing;
Pro-active, service-oriented mindset and a strong focus on the quality of work;
Flexible and willing to work outside of core business hours when required;
Excellent documentation skills;
Follow and improve Standard Operating Procedures (SOPs);
Valid driver’s license required.
What can we offer you?
A competitive salary package , including bonus and benefits;
Extensive on-the-job coaching and training opportunities ;
Challenges within a multi-cultural and cross-regional team as part of the international and fast-growing Eurofins organization;
A dynamic working environment with a good team spirit where personal development and growth are highly encouraged.
Additional Information
We support your development! Do you feel you don’t match 100% of the requirements? Don’t hesitate to apply anyway! Eurofins companies are committed to supporting your career development.
We embrace diversity! Eurofins network of companies believe in strength and innovation through diversity, being an Equal Opportunity Employer. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.
Sustainability matters to us! We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we also count on our dedicated carbon reduction team to help us to achieve this goal!
