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IT Service Delivery Specialist - USA

Ref: 921 Date Posted: Monday 19 Feb 2024

Peak Scientific Instruments is a fast–growing company specializing in the manufacture of laboratory gas generators for the life science and biomedical market.  We have an exciting opportunity to join us as an IT Service Delivery Specialist where the role will focus on closing 1st and 2nd line IT service tickets from colleagues primarily in North America. You may also support other timezones as time and needs dictate, particularly colleagues in South America.

Peak Inc. is the rapidly expanding North American arm of Peak Scientific, with its main US office located in Billerica, Massachusetts, and plans for significant further growth over the next few years. You would be joining a North American team of around 80 employees, reporting to the IT Infrastructure Manager within the IT team, this role is part of our company-wide IT team, so will also contribute in supporting and delivering global IT initiatives and projects. This role is an opportunity to work collaboratively with IT colleagues in India and Europe whilst developing company-wide standards and processes that meet or exceed internal customer expectations.

Duties will include:

  • Fulfilling service requests and incidents in a timely manner, particularly those relating to the North American team
  • Working closely with end-users, business analysts, and the Applications/Infrastructure teams to troubleshoot and resolve issues related to infrastructure and software applications
  • Providing 1st and 2nd line application and infrastructure support for core services in line with agreed service levels and working practices
  • Setting up new equipment and upgrading existing laptops/PCs
  • Troubleshooting system issues providing resolution to business application issues providing updates as and when required
  • Maintaining company data standards and identifying and implementing procedures in areas where improvement in control is required

You will have experience of using ERP/CRM systems with general desktop/laptop experience. With strong stakeholder management skills, you will be able to prioritise your workload and help resolve issues.

You will also possess:

  • Proven experience in an IT support role
  • Working knowledge of Microsoft 365 apps & licences
  • ActiveDirectory or AzureAD/Entra ID experience
  • Microsoft Intune or similar MDM experience
  • Working knowledge of Intune Autopilot process for laptops/mobile devices
  • An enthusiastic, proactive approach with a professional nature; you will have the ability to learn quickly and work timeously with a willingness to take responsibility and ownership of multiple tasks 
  • Excellent interpersonal communication skills with the ability to work in a team and to build strong professional relationships at all levels 
  • Ability to work under pressure to tight deadlines
  • Intermediate knowledge of Microsoft packages (Excel, PowerPoint and Outlook), a working knowledge of SAP B1 is desirable 

Our values are structured around our colleagues, our customers and our service, and while our approach and atmosphere within the business is fun, friendly and informal, our priority is always on delivering successful outcomes for our customers. These company values are what inform and protect our unique culture, which in turn shapes our brand and differentiates us in the eyes of our partners around the world. At the heart of Peak is a focus on ‘doing the right thing’, it’s an informal approach but one which is well-known and understood throughout our business.

Established over 20 years, Peak Scientific is a leading innovator in the design, manufacture and support of high-performance gas generators for analytical laboratories, with direct operations in every continent around the world. This success is a result of a continual focus on manufacturing cutting-edge products and in directly supporting customers across the world with industry-leading service and maintenance. With over 20 overseas offices across every continent and over 600 staff globally, Peak is one of Scotland’s manufacturing success stories of the past decade. This is a rare opportunity to be a part of that, as we move into the next phase of growth, consolidation and global expansion with plans to establish new manufacturing and distribution capacity, both in the UK and internationally. 

Peak Scientific is an equal opportunity employer and values diversity at our company. We give consideration for employment without regard to race, colour, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification.


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