IT Solutions Support Engineer - Mid-senior

Key Responsibilities:

• Provide 1st and 2nd level technical support for LIMS applications.
• Investigate, troubleshoot, and resolve incidents within agreed SLAs.
• Log, track, and manage tickets using IT Service Management tools (e.g., ServiceNow, BMC Helix).
• Perform initial root cause analysis and escalate complex issues to appropriate teams.
• Collaborate with IT Operations, Development, and other stakeholders to ensure timely resolution.
• Develop, write, and debug scripts to automate workflows and enhance system functionality.
• Maintain accurate documentation of issues, solutions, and standard procedures.
• Ensure compliance with IT policies, security standards, and data protection requirements.
• Support IIS-hosted web applications and monitor system performance.
• Communicate effectively with business and technical stakeholders in an international environment.

Required Skills & Qualifications

• 4-5 years of experience in IT support, application support, or helpdesk roles.
• Basic understanding of Windows Server environments and networking fundamentals.
• Experience writing and troubleshooting SQL queries (MS SQL Server / T-SQL).
• Familiarity with ticketing systems (ServiceNow, BMC Remedy, or similar).
• Knowledge of ITIL practices (Incident, Problem, Change Management).
• Basic exposure to IIS-hosted applications.
• Strong problem-solving and analytical skills.
• Good communication skills in an international environment.
• Ability to work independently and manage multiple priorities.
• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).

 

Nice to Have

• Exposure to .NET technologies (ASP.NET / C#).
• Experience with REST APIs, message queues, or distributed systems.
• Knowledge of VBScript or scripting for automation.
• Understanding of SDLC and Product Lifecycle methodologies.
• Familiarity with testing frameworks (e.g., NUnit, Jasmine, Karma, MS Test).
• Experience working with European stakeholders/customers.
• Experience with tools like TFS / Azure DevOps.

 

Technical Competencies

• Strong troubleshooting and debugging capabilities.
• Understanding of synchronous and asynchronous communication.
• Ability to analyze logs, system behavior, and performance issues.
• Basic knowledge of enterprise application architecture.

 

Soft Skills

• Excellent communication and interpersonal skills.
• Ability to work in a multicultural and distributed team environment.
• Proactive, detail-oriented, and solution-driven mindset.
• Ability to adapt and communicate with both technical and business stakeholders.
• Comfortable working with remote collaboration tools (Teams, email, chat, etc.).

 

Additional Notes

• Strong learning ability and willingness to grow in LIMS and enterprise systems is key.

Working hours:

Monday to Friday - 09:00 to 18:00 Hybrid Work

Be available 1 weekend per month, as there will be a rotation schedule.