IT Solutions Support Engineer - Mid-senior

Location: Indaiatuba, SP, br, Remote

Company Description

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.

The group's key figures are approximately: Turnover of 6.5 billion euros, more than 940 laboratories in 62 countries and around 62,000 employees.

Job Description

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.

Qualifications

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.

Additional Information

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.