Job Description
Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic, and applied market laboratories worldwide with instruments, services, consumables, applications, and expertise. Agilent enables customers to gain the answers and insights they seek -- so they can do what they do best: improve the world around us. Information about Agilent is available at www.agilent.com.
Join the Enterprise Software and Support Team (ESST) for Agilent's Customer Services Organization (CSO). This team supports the world's leading software for handling laboratory instrumentation, electronic content management, and business process workflows. Our products provide a web-based infrastructure and open platform architecture for the automation of the entire lab, from data generation through analysis and reports. Your role will include:
- You will be handling second-level support, mainly focusing on the European area customers, 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, solving technical issues with informatics software including database, networking, and chromatography questions as needed.
- Actively represent the Support team during Presto critical issues for heightened situations. This involves working with Agilent internal teams (Marketing, Sales, R&D) to deliver the best solution to the customer.
- Collaborate with our customers’ IT departments on standard processes, supported configurations virtualization technologies, etc.
- Chip in to growing the Support team's overall shared knowledge base based on situations and findings during customer support tickets.
This position is remote and support hours will be afternoon shift - 1:30 PM to 9:30 PM IST.
Qualifications
Job Qualifications
- Bachelor’s or Master’s Degree or University Degree or equivalent.
- Post-graduate and/or certification/ license may be required.
- 8+ years' relevant work experience; including specific experience of 4+ years working in/around supervised laboratory environments (GMP, FDA 21, CFR Part 11)
- Strong solid grasp of Agilent Software portfolio (OpenLab CDS)
- Mass hunter and MS tech knowledge will be appreciated.
- Requires in-depth knowledge and experience in job and ability to work independently with problem-solving skills.
- Self-management and sound decision-making skills are vital to the role and must be able to work well under pressure.
- Must have excellent verbal and written communication skills , customer skills / soft skills and communicate successfully via WebEx/Teams
- Knowledge of Windows OS, SQL and Networking.
- Knowledge/experience with Citrix, Terminal Services, VM, Hyper V
- Experience with cloud deployments such as AWS and Azure is highly desired
Additional Details
This job has a full time weekly schedule. It includes the option to work remotely.
Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations
Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.
Travel Required:
Occasional
Shift:
Day
Duration:
No End Date
Job Function:
Services & Support
