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Eurofins

Global lab testing and analytics network

IT Level 2 Field Engineer

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeBirkenfeld, GermanyNo salary listed

About the Job

Requirements

  • Very good spoken and written English skills are required.
  • A completed vocational qualification or university degree in an IT-related field is required.
  • At least five years of relevant professional experience in a comparable position is required, ideally in a life-sciences company.
  • In-depth knowledge of common Microsoft Windows versions is required, preferably in an IT service-provider environment.
  • Good knowledge of Microsoft Office 365 and Microsoft Teams is required.
  • Experience with modern workplace solutions, particularly Microsoft Intune, is required.
  • A customer-oriented working approach is required.
  • The ability to communicate professionally and confidently with contacts at all organizational levels is required.
  • Strong troubleshooting and problem-solving skills are required.
  • Several years of experience in a helpdesk or technical support environment is required.
  • ITIL certification is required.
  • Good networking knowledge is required.

Responsibilities

  • Record service requests, incidents, and disruptions in the IT service management system, applying categorization and prioritization according to company processes.
  • Conduct thorough troubleshooting with end users to resolve issues at first contact whenever possible.
  • Handle and resolve incidents and service requests within agreed service levels, escalating to internal or external specialist teams when necessary.
  • Keep users informed about progress, expected resolution times, and necessary follow-up actions.
  • Analyze and resolve technical problems and service requests, with a focus on user satisfaction and service quality.
  • Continuously develop technical knowledge and skills to improve first-contact resolution rates.
  • Identify recurring problems and service risks, document relevant findings, and escalate them through designated support or management channels.
  • Document solutions and share knowledge with colleagues to ensure consistent service delivery across the team.
  • Create, coordinate, and maintain change-control documentation for GxP-relevant IT infrastructure and instrument-related system changes in accordance with applicable quality guidelines.
  • Identify opportunities to improve, expand, and optimize service offerings.
  • Provide on-site and remote support for company IT needs and handle incidents and requests, working independently and as part of the international European BPEU team.
  • Serve as the primary technical contact for software solutions that control analytical instruments and collect data, liaising between equipment owners, equipment manufacturers, software owners, and IT infrastructure.
  • Take on small to medium-sized IT projects.
  • Set up new laptops and desktop computers according to company policies.
  • Configure backup solutions for standalone instrument computers and restore data when needed.
  • Travel to Homburg and Konstanz as required.

Desired Qualifications

  • A valid driver's license is desirable.
  • Experience with incident and change management according to ITIL is desirable.
  • Fluency in an additional European language is desirable.
  • Teamwork, curiosity, motivation to solve technical challenges, and an independent, structured, and proactive working style are desirable.

About the Company

Eurofins

Global lab testing and analytics network

Eurofins provides global laboratory testing and analytical services to verify the safety, authenticity, and quality of products across food, water, medicine, and the environment. It operates a network of more than 900 laboratories in over 60 countries, offering access to more than 200,000 analytical methods. Its product work involves running specialized tests—using chemistry, biology, and other scientific techniques—to confirm origin, composition, and compliance of samples, such as detecting wine fraud or contaminant presence. The company differentiates itself through its massive, distributed lab network and broad portfolio, enabling standardized testing at scale and fast turnaround across many industries, rather than relying on a single specialty or location. Its goal is to protect public health and safety by delivering accurate, comprehensive testing data and helping clients meet regulatory and quality requirements.

Company size
10,001+
Company stage
IPO
Headquarters
Luxembourg
Founded
1987

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