In a nutshell
As an IT Deployment and Support Engineer LIMS, you will provide 1st and 2nd Line Support for our European network of clinical diagnostics laboratories with a focus on the core Laboratory Information Management System.
Where will you be based and what business will you support?
Based in Braga, Portugal; you will join a globally distributed team in the Clinical LIMS Europe Program, that provides our central Laboratory Information Management System throughout Europe.
How can you help us?
You will:
- Register, classify, route, follow-up and resolve request via e-mail or ticketing system.
- Become an expert in the LIMS Application and functionality and provide training to end users face to face or on site
- Attend on site deployments to configure LIMS processes alongside laboratory staff
- Work alongside development teams to balance development and configuration
- Diagnose and troubleshoot Application, hardware or Cloud infrastructure problems, researching and answering questions.
- Maintain accurate records of all support interactions in Eurofins IT Service Management Tool (ServiceNow, BMC Helix).
- Own the incoming requests and manages escalations to engineering or development teams with clear documentation.
- Monitor system performance and generate reports to anticipate or detect issues.
- Contribute to technical documentation, FAQs, and knowledge base articles.
- Work collaboratively with cross-functional teams including QA, DevOps, and Product to improve the customer experience.
- Execute, participate and report on IT & Application project rollout