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Job Description
Digital Service Operation (DSO) Senior 3rd Line Support Engineer.
What is Thermo Fisher:
We at Thermo Fisher design, develop, and build high-end Transmission Electron Microscopes in Eindhoven. Our Microscopes enable powerful research to improve domains like better vaccines, creating better batteries, new lighter and stronger materials, and more efficient electronic chips. Did you know that this technology enables and supports Nobel Prize-winning research and played a substantial role in the early research of COVID-19?
Site impression Eindhoven https://www.youtube.com/watch?app=desktop&v=mHAOae3AMPc
https://www.thermofisher.com/nl/en/home/electron-microscopy.html
The Mission:
The Digital Service Operations department is providing the best service experience to our support organization, engineers, and customers by using powerful digital service offerings.
At the Materials and Structural Analysis Division (MSD), we are developing and delivering services to enhance value for our customers in the global and diverse Electron Microscopy markets. This began with using data from our systems to proactively support our customers, leading to the development of offerings focused on proactive service, including application support and workflow validation.
As the demand for these digital services continues to grow, we recognize the need to expand our Digital Operations team. As a result, we are currently seeking a highly skilled.
The Position
The role is to provide technical support and resolve complex issues assigned by other support tiers. You will be investigating and resolving highly technical incidents, solving infrastructure and network problems, and implementing solutions to ensure the stability, and performance of systems and services.
Your duties may include:
Providing expert-level support for complex issues that cannot be resolved by other support tiers. Conducting in-depth analysis of incidents, identifying root causes, and developing effective solutions. Participating in the design, implementation, and maintenance of infrastructure components. Mentoring and guiding junior support engineers, sharing your knowledge and expertise. Participating in on-call rotations to provide 24/7 support for critical incidents.
Responsibilities
Providing expert-level technical support: You will handle and resolve sophisticated technical issues that have been raised from other support tiers. This may involve solving, investigating, and resolving incidents related to infrastructure, systems, networks, or applications. Incident and problem management: handling and resolving critical incidents and problems. This includes identifying root causes, implementing solutions, and preventing future occurrences. Collaboration with other teams: You will collaborate with multi-functional teams such as development, operations, and infrastructure to resolve complex issues and implement improvements. This may involve sharing technical expertise, providing guidance, and participating in meetings or projects. Infrastructure management: You will play a role in designing, implementing, and maintaining infrastructure components. This includes ensuring the stability, performance, and security of systems and services. Documentation and Collaborative learning: You will create and maintain documentation on technical matters, solve guides, and knowledge base articles. This helps to build a repository of knowledge that can be shared with the team and used for future reference. Mentoring and support: As a senior engineer, you may be responsible for mentoring and providing guidance to junior support engineers. This involves sharing your expertise, assisting with their professional development, and helping them solve sophisticated issues. Performance monitoring and optimization: You will monitor system performance, analyze data, and identify areas for optimization. This may involve implementing measures to improve efficiency, scalability, and reliability.
Skills
University degree – Computer Science, Information Technology or similar
Minimum of 7 years relevant work Technical expertise, preferably in a high tech environment: A proven foundation in technical skills is needed. This includes in-depth knowledge of operating systems, networking, virtualization, cloud technologies, application landscape, and infrastructure components.
Deep understanding of solving methodologies and being able to apply this knowledge to resolve technical issues. Analytical mentality with an eye for details.
CI/CD & Cloud Operations: Github, AWS, Docker, knowledge of web services, API, REST, and RPC is a plus. Certification as an AWS Solutions Architect or Cloud Security Certification is a plus
Communication: Effective communication to both technical and non-technical relevant parties. is important in this role.
Working jointly in development and operations, is important in resolving issues and implementing improvements. Work well in a team, share knowledge, and a positive and productive work environment.
Continuous learning: Technology is fast-paced, and it is important to stay updated with the latest trends, tools, and standard methodologies in the industry.
Fluent in English, spoken and written.
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.