Handling second level support managing, fielding and working to resolve customer submitted Support tickets related to Agilent's enterprise software
Remotely assisting Agilent front-line services teams working with customers on installs, troubleshooting and technical issues with informatics software including database, networking, and chromatography questions as needed
Actively representing the Support team during Presto escalations for heightened situations
Collaborating with Agilent internal teams (Marketing, Sales, R&D) to provide the best solution to the customer
Contributing to growing the Support teams overall shared knowledge base based on situations and findings during customer support tickets

Requirements

Bachelors or Masters Degree or equivalent
8+ years relevant experience for entry to this level
4+ years’ experience around regulated laboratory environments (e.g., GMP, FDA 2.1 CFR Part 11)
Familiarity with Service Desk ticket system, Jira preferred
Working knowledge of Agilent Software portfolio (SLIMS, OpenLab CDS, ChemStation, EZChrom and ECM) and reporting modules (OLIR)
Laboratory experience in Analytical, Pharma, Biopharma, Genomics, NGS environments are a plus
Knowledge of Windows OS, Oracle, SQL, MariaDB, Networking and Active Directory
Knowledge/experience with Citrix, Terminal Services, VM, Hyper V
Knowledge of programming languages such as Java or Python with demonstrable coding ability
Experience with cloud deployments such as AWS and Azure is highly desired

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Agilent SoftwareSLIMSOpenLab CDSChemStationEZChromECMJavaPythonOracleSQL

Soft Skills

customer supportcollaborationproblem-solvingcommunicationknowledge sharing

Certifications

Bachelors DegreeMasters Degree