IT Field Service Agent

  • Full-time

Company Description

Eurofins Scientific is an international life sciences company which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment and pharmaceutical 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, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the key emerging players in specialty clinical diagnostic testing in Europe and the USA.

Group's key figures are approx. 5.4 billion Euros turnover, over 800 laboratories across 47 countries and about 50,000 staff.

Job Description

POSITION AND OBJECTIVES:

The IT Field support agent delivers support by phone, email or directly to the customer at Eurofins sites throughout Australia and New Zealand. The majority of the requests are related to front-end systems such as desktops, laptops, fixed and mobile phones and applications. Back-end systems such as servers and networking are managed by Australian and global IT Operations teams, with the Field Service Agent acting as a key on-site contributor to all related projects and tasks.

SAFETY

Eurofins Australia and New Zealand is committed to providing a safe working environment for all workers and has developed a safety governance policy to communicate the minimum expectation of safety systems to be implemented within each Business Line / Business Unit. It is an expectation that workers:

  • Work in accordance to applicable Health and Safety legislation, regulations and Business Line / Business Unit OHS policy and relevant procedures, SOP, or documented guidance or instructions.
  • Take all practical and reasonable steps to create and maintain a safe working environment for team members, contractors and all other persons, and report hazards, incidents, accidents and risks in accordance with procedure.
  • Partake in all training and competency assessments required for their position and not conduct high risk tasks without being assessed as competent.
  • Participate in site tasks and initiatives that support the continuous improvement of safety including; attending daily / weekly safety meetings, providing feedback, contributing to consultation and inspection requirements.
  • Support and comply with the hazard/risk management processes, incident and accident reporting responsibilities and site safety requirements.
  • Cease work if there is a reasonable concern that a hazard within their job is exposing them to a serious risk to their health or safety.

RESPONSIBILITIES & OBJECTIVES:

  • Maintain a high level of customer satisfaction;
  • Troubleshoot technical issues to resolution and/or escalate functionally or hierarchically as required in accordance with predefined SLAs;
  • Competently and efficiently prioritise and manage tickets within our ticketing system, adhering to all associated procedures;
  • Maintain backup, maintenance, and asset management processes;
  • Maintain and develop excellent working relationships with supported businesses, facilitating a broader and more productive engagement with IT;
  • Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT department;
  • Provide technical assistance to project teams and undertake technical project roles when required;
  • Adoption and adherence to IT Group standards and security rules;
  • Act in accordance with the Eurofins Code of Ethics, and all other relevant policies and procedures, as updated from time to time.

 

Qualifications

MINIMUM QUALIFICATIONS AND EXPERIENCE REQUIRED:

  • Bands A1 to A3: Minimum qualifications are Certificate IV in relevant IT field (focusing on IT Hardware, Systems Administrator or Networking);
  • Bands A4 to D1: Minimum qualifications are Bachelor or equivalent in relevant IT field (focusing on IT Hardware, Systems Administrator or Networking);
  • No prior experience required.

MINIMUM PREFERRED SKILLS:

  • Excellent verbal and written English;
  • Excellent knowledge of computer hardware components and troubleshooting
  • Solid knowledge of Microsoft end-user environment (Windows 7 / 10, MS Office, Outlook, etc.);
  • Good knowledge of mobile solution and devices (Android, iPhone, etc.);
  • Basic knowledge of networking (switches / patches / IP / Subnets);
  • Strong interpersonal and communication skills;
  • Able to operate independently and successfully manage priorities and responsibilities;

Additional Information

Ability and/or Skills:

Developed problem solving skills, ability to work independently with limited supervision and no more than general directions, knows when to consult with supervisor on major issues/problems, demonstrated knowledge and skills in designated areas, ability to handle multiple priorities, ability to function in an environment of constant change, strong organization skills and attention to detail, willingness to work overtime, excellent interpersonal and communication skills, ability to work under medium to high stress levels.

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