As a member of our Level 2 Support Team of Eurofins Lancaster Labs, you will be responsible for the investigation, diagnosis, and resolution of incidents, as well as the fulfilment of service requests
Monitor and collect data regarding system usage. Identify trends that require follow-up action
Collaborate and communicate with a wide range of internal and external teams including business users, Level 3 Support, Site Reliability Engineers, Product Managers, other Eurofins IT Crews, and third-party support vendors
Manage notification and updates to the business, identify relevant playbooks for response to incidents, participate in the technical diagnosis, and follow escalation paths to pull in team members where needed
Contribute to our application observability to ensure we give appropriate response to application alerts and performance concerns
Create and improve on our operational procedures and documentation
Ensure compliance with quality standards and project requirements
Continuously improve application/product knowledge to be an expert in it
Support specialists may also have project and software deployment responsibilities including application smoke testing, preparing and executing configuration changes, data migrations
The Basic Minimum Qualifications:
Experience in application support (preferably web applications)
Strong problem-solving skills required with the ability and desire to tackle new challenges
Strong technical writing skills; ability to communicate complex technical concepts clearly and concisely
Good knowledge in Database & SQL.
Ability to create & mine data using SQL queries.
Ability to write and execute SQL queries for data validation and verification
Authorization to work in the US for any employer, indefinitely, without sponsorship
The Ideal candidate would possess:
Working knowledge on Service Now, Azure DevOps
Experience with IT service methodologies such as ITIL, Agile, Kanban
Ability to troubleshoot complex issues to determine where root cause is with the application, infrastructure, network, training concern
Working experience with Cloud (preferably Microsoft Azure)
Experience with observability tools like Azure Monitor, Grafana, SolarWinds
Experience in larger IT organizations (over 300 people)
Laboratory domain experience would be an advantage
Very good English communication skills (verbal and written)
The schedule for this role is M-F 8a-5p.
Those within a commutable distance to Lancaster, PA are encouraged to apply.
Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.
