IT Support Technician – Tier II

The Tier II IT Support Technician provides advanced technical support for end-user devices, applications, and network connectivity across multiple locations. This role serves as an escalation point for Tier I issues, ensuring timely resolution of complex incidents and contributing to a positive user experience. Responsibilities include supporting Microsoft 365 services, endpoint security, remote access solutions, and hardware lifecycle management. The technician collaborates with IT teams on projects, maintains compliance with security standards, and continuously seeks opportunities to improve processes and adopt emerging technologies.

Essential Duties and Responsibilities:

• Serve as Tier II escalation point for technical issues from the Service Desk and resolve complex incidents in a timely manner according to SLAs.
• Provide advanced support for desktops, laptops, mobile devices, and peripherals, including imaging, configuration, and troubleshooting.
• Support and maintain Microsoft 365 applications (Outlook, Teams, SharePoint) and ensure proper integration with end-user systems.
• Troubleshoot and resolve issues related to Windows 10/11, macOS, and common enterprise applications.
• Assist with endpoint security, including antivirus, encryption, MFA, and compliance with security policies.
• Configure and support network connectivity for end-user devices, including VPN, Wi-Fi, and basic TCP/IP troubleshooting.
• Utilize remote support tools to assist users in multiple locations and provide guidance for remote/hybrid work setups.
• Document solutions, create knowledge base articles, and contribute to process improvement initiatives.
• Participate in hardware lifecycle management, including deployment, upgrades, and disposal in accordance with company standards.
• Collaborate with IT teams on projects such as system migrations, software rollouts, and infrastructure upgrades.
• Maintain awareness of emerging technologies and recommend improvements to enhance user experience and system reliability.
• Participate in after-hours on-call rotation and respond to critical incidents as needed.
• Ensure compliance with IT security standards, data privacy regulations, and company policies.

Qualifications

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.  The requirements below are representative of the knowledge, skill or ability required. 

• Proven experience providing Tier II technical support in a Windows Active Directory environment.
• Strong knowledge of Windows 10/11 operating systems; familiarity with macOS is a plus.
• Experience supporting Microsoft 365 applications (Outlook, Teams, SharePoint) and related services.
• Ability to troubleshoot complex hardware and software issues, including network connectivity (TCP/IP, DNS, DHCP).
• Skilled in using remote support tools and endpoint management platforms (e.g., Intune, SCCM, ManageEngine).
• Strong written and verbal communication skills; able to explain technical concepts to non-technical users.
• Excellent problem-solving and analytical skills with attention to detail.
• Ability to work flexible hours, including participation in after-hours on-call rotation.
• Ability to travel as needed for project work or emergency support.
• Demonstrated ability to work independently and collaboratively in a fast-paced environment.

• Associate degree in Computer Science, Information Systems, or a related field preferred; equivalent work experience will be considered.
• 2+ years of experience providing Tier II technical support in an enterprise environment.
• Hands-on experience with Windows 10/11, Microsoft 365 administration, and endpoint management tools.
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP) and remote access technologies (VPN).
• Experience supporting remote/hybrid work environments and using remote support tools.

Additional Information

We support your development! Do you feel you don’t match 100% of the requirements? Don’t hesitate to apply anyway! Eurofins companies are committed to supporting your career development.

We embrace diversity!  As an Equal Opportunity Employer, the Eurofins network of companies believes in strength and innovation through diversity. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.

Sustainability matters to us!  We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we count on our dedicated carbon reduction team to help us to achieve this goal!

About the Company

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.

The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agro-science Contract Research Organization services. It is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organizations. It also has a rapidly developing presence in highly specialized and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a decentralized and entrepreneurial network of 900 laboratories in over 54 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2021, Eurofins generated total revenues of EUR 6.72 billion, and has been among the best performing stocks in Europe over the past 20 years.