Senior Support Specialist

• 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: 

• B.S. or equivalent experience in the field of Computer Science and/or Engineering 
• 3 years of experience in application support  
• 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 

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 with a hybrid schedule.

Those within a commutable distance to Lancaster, PA are encouraged to apply. 

• Excellent full time benefits including comprehensive medical coverage, dental, and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays

Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.