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.

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).

IT Solutions Support Engineer – Mid-senior

Key skills