IT Field Service Agent (Level 2)

Job title: IT Field Service Agent (Level 2)

Job description: 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 believes it is a global leader in food, environmental, pharmaceutical and cosmetics 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, CDMO, advanced material sciences and in the support of clinical studies.

In over 35 years, Eurofins has grown from one laboratory in Nantes, France to 61,000 staff across a decentralised and entrepreneurial network of ca. 900 laboratories in 61 countries. Eurofins companies offer 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 2022, Eurofins generated total revenues of EUR 6.7 billion, and has been among the best performing stocks in Europe over the past 20 years.

Job Description

Eurofins is seeking a Level 2 (L2) IT Field Service Agent (FSA) in the Toronto, Ontario area to provide in-person and remote support to Eurofins end-users across North America. This includes but is not limited to performing basic hardware repairs and support, installing and troubleshooting end-user software, deploying and troubleshooting network printers and computers, remediating network communication issues, and troubleshooting user account membership and attributes.

L2 Field Agents work in a hybrid environment, typically spending at least half their time on-site at assigned testing laboratories and working remotely the remaining days in the work week. Candidates for this position are expected to be on-site two to three days a week at Eurofins laboratories located across the Greater Toronto Area (i.e., North York, Mississauga). Occasional travel (no more than once a quarter) to laboratories located outside of the region is also expected.

Essential Job Duties:

• Review, reroute, update and manage user-generated IT support tickets.
• Generate IT Support tickets to document user ‘shoulder taps’ or issues identified for the IT Operations team.
• Escalate systematic issues to management with specifics to promote a continuous improvement culture.
• Utilize remote tools such as BeyondTrust Remote Access (fka Bomgar), Remote Desktop Connection, or Microsoft Teams to access and troubleshoot computer devices.
• Install or remove computer software manually or via Microsoft Endpoint Configuration Manager (MECM).
• Install, upgrade, repair, troubleshoot or retire standard computer hardware: desktops, laptops, printers, monitors, keyboards, cables and docking stations.
• Submit service requests to vendors to perform warranty repairs on computer hardware or software.
• Perform general network connectivity (wireless and ethernet) troubleshooting to determine root cause of various failures:

• Configure IP addresses statically or through DHCP reservations;
• Review system logs to identify port blockages or permissions;
• Install tools such as Wireshark to track packet losses and blockages;
• Perform VLAN port changes to deploy or move computer objects to the correct location.
• Install, remove or troubleshoot local and network printers, including scan to network and scan to email.
• Perform basic Active Directory tasks:

• Create Shared User Accounts;
• Reset/Set User Account Passwords;
• Manage AD Security Group Membership;
• Review account attributes to determine access limitations.
• As needed, perform end-user training on standard productivity tools such as Microsoft 365 Enterprise Apps, Microsoft Office, Multifactor Authentication tools (e.g. Symantec VIP or Microsoft Authenticator).
• As needed, prepare knowledge base articles to help cross-train peers on lessons learned and key concepts.
• Utilize PowerShell to run scripts to gather data or perform troubleshooting tasks.
• Utilize system logs to determine the root cause of connection or installation failures.
• Stay up to date on all required business SOP’s and trainings.

Qualifications

Required

• High school diploma or equivalent.
• 3-5 years working in an end-user facing IT technical support environment.
• 3-5 years working on IT software and/or hardware.
• Very good communication skills (concise writing and orally convincing).
• Able to lift up to 25 pounds.
• Able to travel and be on-site at laboratories in the Greater Toronto Area at least three days a week.
• Able to travel to the United States for seven to ten days at a time once a fiscal quarter.
• Authorized to work in Canada.
• Fluent in English.

Appreciated

• Experience working with the IT Service Management tool ServiceNow.
• Eager to learn and continuously develop personal and technical capabilities.
• Computer qualifications such as: HDI Desktop Support Technician or equivalent; ITIL 4 Foundation; Network+; Microsoft365 Fundamentals, Cisco Certified Technician (CCT) or Network Associate (CCNA).

Additional Information

Position is Full Time, Monday – Friday 8:00am – 5:00pm.

• Excellent Benefit Plan including comprehensive health and dental benefits;
• Life and disability insurance;
• Company Group Retirement Savings Plan with company match.

Accommodation: Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request via the website at www.eurofins.ca.

Only shortlisted candidates will be contacted – NO AGENCIES, PHONECALLS OR EMAILS PLEASE!

Click Here to Apply

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