IT Product Support Engineer/Analyst

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 believes that it is a global leader in food, environment, pharmaceutical and cosmetic product testing and in discovery pharmacology, forensics, advanced material sciences and AgroScience contract research services. It is also one of the market leaders in certain testing and laboratory services for genomics, and in the support of clinical studies, as well as in biopharma contract development and manufacturing. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over 37 years, Eurofins has grown from one laboratory in Nantes, France to over 65,000 staff across a decentralised and entrepreneurial network of more than 950 laboratories in over 1,000 companies across 59 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 2024, Eurofins generated total revenues of EUR 6.95 billion; and has been among the best performing stocks in Europe over the past 20 years.

TITLE: IT Product Support Engineer/Analyst

WORKING LOCATION: Bangalore, India

WORK MODE: Hybrid 3 Days office and 2 Days WFH in a week

SHIFTS ANY: 8.00AM to 5:00PM OR 12:00PM to 9:00PM

Job Description: IT Support Analyst

Experience Level: Minimum 2 Years

We are seeking a technically skilled IT Support Analyst with at least 2 years of experience in IT support and hands-on expertise in Support of product applications. The ideal candidate will be responsible for diagnosing and resolving technical issues, supporting end-users, and automating tasks to improve operational efficiency.

Key Responsibilities:

• Provide 1st and 2nd line technical support for LIMS application.
  
  Design, write, and debug scripts to automate workflows, customize user interfaces, and enhance functionality within the LIMS platform.
  
  
• Maintain documentation of issues, solutions, and procedures.
• Collaborate with other IT teams to escalate and resolve complex problems.
• Ensure compliance with IT policies and data security standards.

Required Skills & Qualifications:

• Minimum 2 years of experience in IT support or helpdesk roles.
• Proficiency in VBScript for automation and task scheduling.
• Strong knowledge of Windows environments and networking fundamentals.
• Experience in writing SQL queries.
• Familiarity with ITIL practices and ticketing systems.
• Excellent problem-solving and communication skills.
• Ability to work independently and manage multiple tasks.
• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).

SPECIFIC ASSIGNMENTS:

• Route tickets to the correct queue inside BMC Helix
• Track ticket status and follow up or escalate tickets that remain unresolved for too long
  
  Not all locally submitted tickets are in English.
• The candidate should be able to manage this situation, for example by using automated translation tools to understand and process such tickets.

REQUIRED EXPERIENCE AND SKILLS:

Experience:

• Minimum of 2-4 years of professional experience in software support
• Proven experience in using ticketing tools on BMC Remedy
• Strong knowledge and hands-on experience with synchronous and asynchronous communication.
• Knowledge of modern software development methodologies and tools.
• Strong troubleshooting and debugging skills.
• Good working knowledge of MSSQL SQL, T-SQL etc.
• Experience with usage of TFS
• Familiar UI testing and Unit Testing (MS Test/ Jasmine/ MOQ/ NUnit/ Karma etc.)

Skills:

• Excellent communication and debugging skills

Responsibilities

• Route tickets to the correct queue inside BMC Helix
• Track ticket status and follow up or escalate tickets that remain unresolved for too
• He must support 1st level support of applications.

Personal / Soft Skills:

• Excellent communication skills.
• Ability to work effectively in a multicultural and distributed team environment.
• Proactive and solution-oriented approach.
• Ability to manage multiple tasks and projects simultaneously.

PREFERED CANDIDATES:


The successful candidate will have a self-motivated, get-it-done attitude; the ability to think critically; enjoy working with teams spread globally and across cultures; a desire to learn in new areas; and the discipline to pay attention to deadlines, details and quality.

Good communication and interpersonal skills to interact with the team in Europe

BE Computer Science/MCA or any other Bachelor's degree with the right experience

PERFORMANCE APPRAISAL CRITERIA:


Eurofins has a strong focus on the Performance Management system. This includes quarterly calibrations, half-yearly reviews and annual reviews. The KPIs shall be set and may vary slightly between projects. These will be communicated, documented during the first 30 days of your joining.