Engineer II, Systems Infrastructure

Work ScheduleStandard (Mon-Fri)Environmental ConditionsOfficeReports to: IT Supervisor – Systems InfrastructureGroup / Division: Global IT – Colleague Technology & Support | Corporate Infrastructure & SecurityLocation: Costa RicaCareer Band: 5Job Type: Full-Time, Regular EmployeeMake a Difference CIS - Thermo Fisher ScientificWhen you join Thermo Fisher Scientific, you’re doing more than starting a job—you’re joining a mission. From supporting researchers in finding cures for cancer, to ensuring clean air and safe food, your work will have a meaningful, global impact. You’ll also be part of a diverse and inclusive team that Supports you to grow your career and chip in your best every day.About The RoleWe are looking for a Technical Engineer to join our Global Technology Service team. In this role, you will deliver exceptional technical support experiences using remote tools, helping colleagues begin and resolve issues related to IT infrastructure.We value team members who are curious, adaptable, and proactive in driving solutions. If you are passionate about technology, love problem-solving, and enjoy working with other teams, this is the opportunity for you.What You’ll DoProvide remote support to internal users via phone, chat, email, video, or remote toolsSolve and resolve software, hardware, and networking issuesRaise critical or sophisticated incidents to senior engineers as appropriateMaintain accurate documentation of tickets and resolutionsFollow and improve standardized processes and knowledge base articlesEnsure end-user satisfaction through clear communication and follow-upGive to ongoing improvements by identifying process gapsSupport training and onboarding of users on IT tools and platformsCollaborate with internal teams and external partners to ensure timely supportStay informed on new technologies and internal system updatesWhat You BringMinimum Requirements:Bachelor’s degree in Computer Science or related field or equivalent experience2+ years of experience in IT support or help desk environmentsSolid knowledge of Windows and Mac operating systemsFamiliarity with VPN, remote access tools, and network basicsStrong problem-solving and analytical skillsExcellent verbal and written communication in English and SpanishProficiency in working independently and multi-functionally in a dynamic environmentPrior experience with ServiceNow or a similar ITSM platformPreferred Qualifications:ITIL Foundation certificationA+ or Network+ certificationApple CertifiedCisco CCNATechnical Skills:Diagnosing and resolving PC and application issuesSupporting Active Directory, VPN, wireless connectivity, and network accessInstalling software and supporting peripheral devicesMaintaining and improving kbs articlesCoordinating with vendors or internal teams for equipment/service dispatchJoin UsIf you’re a problem-solver who thrives in fast-paced environments and is driven to make a difference, we’d love to hear from you. Join our GTS Team and be part of this company that values innovation, integrity, involvement, and intensity!