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Job DescriptionWhat You Will Be A Part Of: When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like enabling customers in finding cures for cancer, protect the environment or make sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.What You Will Do:As the Executive IT Support Lead in Waltham, you are the face of IT for our executive team at our Global Headquarters. You are the contact point for any and all IT needs for our CEO and his direct reports. You work closely with executive assistants to ensure they and their executives receive outstanding support. You provide insightful advice and professional, hands-on technical support to Thermo Fisher executives in need. You quickly address issues, with patience and empathy. You are able to accurately asses situations, staying conscious of their time demands. You always maintain executive presence blending of temperament, competencies, and skills that, when combined, send all the right signals. You fulfill Thermo Fisher’s service commitment with style, speed, and skill. You also earn the trust and respect of colleagues as you offer guidance, knowledge, and even tips and training.Position Summary:The Leadership IT Support, Senior IT Engineer, Regional Lead is primarily responsible for 24/7 technology support for the Thermo Fisher Executive Team.The role will focus on the user experience for the Leadership Team and oversight of current initiatives. S/he must be enthusiastic, insightful, skilled, and able to provide trustworthy troubleshooting while connecting with customers of various levels of the organization, from executive to engineer. Supported technology will include Microsoft and Apple devices such as laptops, tablets, mobile devices, local area networking, telephony and audio visual components. S/he will also provide mentoring/functional leadership for the local desk side support analyst/s and users.The ideal candidateYou have a drive to motivate people to be part of a winning team. You provide white-glove treatment to customers. You enjoy meeting people and building relationships with customers. Your friends and family see you as an absolute technical guru. You have some background in tech support and customer service. You have a burning desire to solve problems. You can communicate technical concepts in layman’s terms. You have a sense of urgency—but also the ability to keep your cool. You share a passion for technology.
Provide needed desk side support and daily site IT leadership guidance for regional key sites designated by Leadership IT Support program lead
Provide regular updates to management as requested by lead
Partner with Leadership IT Support and Regional IT Manager to provide escalations and relay needed recommendations to improve processes and procedures to add efficiencies
Partner and assist with global issues as needed
Monitor the ticketing system and ensure timely assistance is provided to business end users
Deploy, support and troubleshoot issues with equipment including workstations, servers, phones, mobile devices, printers, scanners, faxes and multifunction devices
Manage end user accounts, permissions and access rights in accordance with best-practices regarding privacy, security, change control processes, and regulatory compliance
Advise end users (including executives) on technology best practices and perform preventative maintenance in conjunction with Global IT standards and Leadership IT Support recommendations
Interface and take initiative to escalate as needed with 3rd party suppliers and internal IT teams to provide “smart hands” assistance for servers and phones. Work with business partners and other IT support teams to schedule and perform software and hardware improvements, upgrades, reconfigurations, and/or purchases
Analyze the performance of the supported devices, identify and report issues to the appropriate support groups
Knowledge of current Cisco video conference equipment a plus
Setup Audio/visual and computer equipment as requested on or offsite
Setup, support and train end-users on mobile devices and wireless technology
<25% travel may be needed
Associate degree in CS/IT or equivalent experience.
1-2 years in a technical customer-facing role
A/V live production experience including or similar to:
◦Live switching/routing of audio, video or content for a produced event
◦Crestron, BiAmp
◦Able to identify issues with audio and ability to think on ones toes
◦Understand video resolutions formats and aspect ratios
1-2 years hands-on experience providing “white-glove” support for high-profile meetings using meeting management tools from Cisco, Teams, Bluejeans, and other video technologies.
Extensive troubleshooting and problem solving skills with a strong sense of customer commitment
Demonstrated ability to prioritize and manage multiple tasks
Demonstrated ability to make methodical, logical decisions in high-pressure environments
Experience with Content Management tools, video CMS experience is a plus
Ability to perform end-to-end troubleshooting for AV, voice, video and UC systems.
Basic understanding of how content distribution networks work and why they’re necessary
Post-production experience with Adobe Premier and/or similar video editing software.
This position has not been approved for relocation If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here at https://jobs.thermofisher.com/page/show/eeo-affirmative-action-statement#accessibility for further assistance. Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
Vacancy caducado!