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About the Role

Support Analyst/Technical Support Specialist II will be a member of the Technical Support Team, delivering high-quality, 24/7 technical support to customers for products supplied by Thermo Fisher Scientific’s Digital Science and Automation Solutions Division. The high standards required for this position will be achieved through the analyst’s ability to respond to support incidents within target times and participate in activities aimed at continuously improving helpdesk services. The analyst must be available to work on weekends and travel up to 25% of the time to provide customer support and training.

Responsibilities

Must possess excellent analytical and problem-solving skills, along with knowledge of Thermo Fisher Scientific Digital Science and Automation Solutions products such as SampleManager LIMS, Watson LIMS, and Integration Manager.
Must be familiar with IT service management (ITSM) best practices and have an understanding of standard technical support processes, including incident management, problem management, root cause analysis, and service request handling.
Must be flexible to work on weekends and take independent ownership of support cases from receipt through resolution, ensuring compliance with service level agreements.
Should have working knowledge of Customer Relationship Management (CRM) tools used in technical support environments, such as Salesforce or Atlassian Jira.
Should have programming knowledge and experience with .NET and C#.
Should have basic understanding of database concepts and perform core database administration tasks (on MS SQL, Oracle, and PostgreSQL) and design efficient SQL scripts.
Must have a solid understanding of cloud computing concepts and platforms such as Amazon Web Services (AWS) and Kubernetes.
Build strong working relationships with team members and other Thermo Fisher Scientific teams, particularly TechOps, Development and Professional Services.
Communicate openly and honestly, demonstrating strong written and verbal communication skills.
Manage difficult customer interactions professionally and courteously.
Proactively identify and escalate critical issues to the Helpdesk Team Leader, Support Manager, or DSAS Development team.
Create and maintain knowledge articles and documentation related to DSS products.
Embrace the Practical Process Improvement (PPI) Business System to enhance the efficiency and effectiveness of Technical Support operations.
Be available to travel nationally and internationally as required to provide on-site customer support.
Serve as a Thermo Fisher Scientific customer ambassador and consistently demonstrate the company’s core values - Integrity, Intensity, Innovation, and Involvement.

Requirements

Bachelor’s or Master’s degree, preferably in Laboratory Science, Life Sciences, or Information Technology.
Experience with Laboratory Information Management Systems (LIMS).
Proficiency in programming languages such as C# and .NET.
Strong customer service orientation and interpersonal skills.
Highly motivated to learn, grow, and continuously develop technical and professional skills.

Skills

Technical Support
Problem-solving
IT Service Management (ITSM)
Incident Management
Problem Management
Root Cause Analysis
Service Request Handling
Salesforce
Atlassian Jira
.NET
C#
Microsoft SQL Server
Oracle
PostgreSQL
Amazon Web Services (AWS)
Kubernetes
Communication Skills
Documentation
Customer Service

Location

Office

Work Type

Rotational days/weekends
Full-time

Education Level

Bachelor's degree
Master's degree

About the Company

As the world leader in serving science, our colleagues develop critical solutions through innovation—and build rewarding careers.
Discover their extraordinary stories and connection to our Mission to enable our customers to make the world healthier, cleaner and safer.
Their work is a story of purpose.
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of more than $40 billion.
Our Mission is to enable our customers to make the world healthier, cleaner and safer.
Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them.
Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.

Equal Opportunity

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.