Digital Support Engineer

Location: Remote, California, United States of America

Category: Customer & Technical Support

Employment Type: Full time

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Location Requirement: This is a remote position; however, candidates must reside in or within commuting distance of the San Francisco Bay Area, California. Relocation assistance and employment sponsorship are not available for this role.

DESCRIPTION

Due to our growth, we are looking for an experienced Digital Support Engineer to be added to our MSD (Materials and Structural analysis Division) Service, to deal with IT and infrastructure related matters.

In this position in the MSD division, you will work close together with Sales and support organization to ensure a smooth introduction, delivery and support of our digital solutions and services. You will be in direct contact with the customer and interact with the implementation and support teams. It is your responsibility to provide all the vital information to handle the full landscape of the deployment of the IT solution including the integration with the customers infrastructure and enable the remote support capabilities.

RESPONSIBILITIES

• Engage with local support teams during pre-installation phase as a consultant to design the integration of the solution with the local infrastructure and answer all IT related questions.
• Ensure systems are setup for remote diagnostics and health monitoring

• Engage with the development and operations organization to provide recommendations to manuals, training and customer facing material.

• Perform automated deployments through the use of configuration management technology;
• Provide support to the installations within the SLA as agreed using our processes.

• Conduct detailed troubleshooting and analysis of system or SW and infrastructure problems that affect reliability, performance, etc. of our delivered systems.

• Support factory and development teams with first deployments, installs and upgrades of newly introduced systems and modules to ensure accurate working order.

REQUIREMENTS

• Bachelors degree in IT, Computer Science or a technical / SW related field, plus 3-5 years experience in relevant field

• Proficient in English (verbal and in writing)
• Experience in IT application management;
• Experience with data storage and (remote) software installations, support and trouble shooting.
• Fundamental understanding and hands-on experience with network technologies including firewalls, content filters, routing/switching, VLANs

• Experience with virtualization technologies like VMWare/KVM infrastructure
• Knowledge, or experience with: Monitoring tools, Linux, VMWare, Automation and Scripting, Kubernetes, Ansible and Docker.
• Confirmed customer facing skills and great teammate.

• Strong problem-solving skills and analytical approaches.

• Motivated to work in a constantly evolving and highly technical environment.

• Open to travel up to 25% of time (mainly regional).

Compensation and Benefits

The hourly pay range estimated for this position based in California is $43.70–$65.56.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards