IT Technical Specialist

Job Overview

Post Date
Job Function
Technical Service & Support
Field Based Position
United Kingdom

About the Position

JOB DESCRIPTION: IT Technical Specialist


Job Details



FLSA (US Only):

Department: Technical Services

Country: UK



Job Summary

This is primarily a support role for all installed Werfen IT products intended to deliver first line IT, Applications and Hardware, assistance for incoming customer support requests. This position provides both ‘Connected and Remote’ and field-based Technical assistance for Werfen (UK) customers. This is a role designed to facilitate both pro-active and reactive IT system and infrastructure support for our IT Applications, connectivity infrastructure and Analytical products. The IT Support Specialist will work in conjunction with all Technical staff, both in-house and field-based, to provide customer satisfaction, minimising customer downtime and, wherever possible, mitigating avoidable on-site support.


As an integral part of the Technical Services team this role provides both first line and any required follow up IT assistance to Werfen customers, working cooperatively with all Werfen technical personnel to help troubleshoot and resolve IT related technical issues. The role is predominantly field-based requiring travel to customer premises throughout the UK as required but also with a view to increasing remote support.


Key Accountabilities

First line customer and colleague support by phone and via network access to assist with IT based issues across all Werfen IT product lines, including Werfen Secure Networks.

Follow up support, either via network access or in person for all Werfen IT product lines, including Werfen Secure Networks.

Pro-active remote access to applicable systems for monitoring or control.

Registration and management of support activity in Webline / Fiori, in line with departmental processes.

Escalation of unresolved support tickets to become ‘attended’ visits in accordance with departmental procedures and policies to IT, Applications and Engineering staff

Assistance in the development of connected services at customer accounts, supporting all stages of proposal, design and implementation as required.

Record and report customer interactions, inquiries, comments and complaints in Webline / Fiori, with details of actions taken

Monitoring of open Webline / Fiori ‘open’ interventions to ensure continuity of customer support for both proactive and reactive efforts.

Provision of hardware and software support for customer connectivity solutions, assisting with pre installation configurations and addressing issues arising with existing systems.

Assisting with compliance and recording of evidence for Quality system purposes.

Coordination and monitoring of ‘Software Patching’ activity.

Application and Hardware testing in house to support other Werfen employees with troubleshooting and problem resolution

Creation of customer complaints in SAP in accordance with quality procedures.

Provide assistance to the product groups with customer training and education

Provision of training to Werfen Staff as appropriate, in particular ensuring the Service Support Team develop sufficient IT knowledge to support customers in periods of absence

Maintain knowledge of IT, PC and Operating System issues.

Maintain a current knowledge in the operation of all Werfen IT systems and specified Werfen Instruments

Develop and maintain areas of expertise and product knowledge required for the role; sharing knowledge with the rest of the Service Technical team

Ensure the use of Application Specialist Fiori to create tickets linked to calendar entries.

Ensure all completed tickets, inclusive of all information, are closed promptly in order that a monthly report of activities can be created.

Plan and carry out routine SW upgrades to Werfen IT systems in conjunction with each Business Unit Application Specialist team working with IT Infrastructure Specialists/IT Solutions Architect where necessary. Do not regard the foregoing as exclusive; be proactive in furthering our aims and objectives.

Awareness of the Integrated Management System (covering Quality & information Security)



Networking/Key relationships

This position requires full cooperation with all Technical Services staff plus good communication and strong relationships with all Product Group staff. Continual communication and collaborative working with Service Support Specialists and IT personnel is essential. A strong, positive interface with all is necessary to ensure the provision of required services and high customer satisfaction. Regular communication will also be required with many Werfen office and field staff.


Minimum Knowledge & Experience required for the position:

Bachelors level degree or equivalent combination of education and experience in an IT, Technical or Support related field, with a minimum of 36 months employment experience post education, plus:

Experience working with In-Vitro Diagnostics equipment, preferably NHS Laboratory based

A good team working background in a customer focused role

Demonstratable experience with IT operational support

Practical experience with IT infrastructure and networking protocols

Oracle Data base use / experience

Configuration and Management of Virtual Machines - (Hyper-V and VMWare knowledge an advantage)

Must be able to demonstrate IT operational and support skills

Ability to use the most common office software and corporate IT systems (e.g. SAP)


Skills & Capabilities:

This is a high-visibility position. The ideal candidate will have a combination of IT and diagnostics experience, excellent knowledge of diagnostic IT solutions, with high-energy and be extremely self-motivated. Must be able to build cooperative relationships and work as part of a team

Scientific, Engineering and Technical proficiency

IT literacy – including complex applications, databases, communications protocols and network infrastructure

Ability to work effectively under pressure and as part of a team

Outstanding communication skills, both spoken and written

Efficient planning and organisation capability

Interest in problem solving and issue identification

Keen attention to detail

Positive and Helpful attitude.


Travel requirements:

30% Remote support

70% Field




The above statements are intended to describe the general nature and level of work being performed by the incumbent. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of this position.

I have read and understand the job description for my position. I agree to comply with the corporate compliance policy and all laws, rules, regulations and standards of conduct relating to my position.


I understand that this does not constitute or contain a contract or employment promise of any kind. Nothing contained herein modifies the at-will nature of my employment with Werfen.

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