• End-user and service desk support • Provide prompt technical support to internal colleagues across laptops, mobile devices, Microsoft Windows, Office 365, Active Directory, and SharePoint. • Support customer-facing teams in troubleshooting end-user issues on our products and services, improving response and resolution times and meeting support SLAs. • Help implement and administer the improved IT service desk, including ticketing configuration, workflow definition, categorisation, and staff onboarding to the new system. • Telephony platform administration • Day-to-day administration of the Asterisk and FreePBX platform, including extension management, dial plan configuration, and IVR setup. • Manage and maintain call queues, ring groups, and routing logic across all active DDIs, and configure agent pause codes and operational states. • Coordinate with the telecoms vendor for system changes, fault escalation, and SLA-governed incident resolution, carrying out changes in line with the Release and Deployment SOP. • Maintain telephony system documentation and keep the Telecommunications Management SOP current. • Call centre operations • Monitor and manage inbound call queue performance, including agent availability, call wait times, and abandon rates. • Support operational teams with call flow changes, queue adjustments, and IVR prompt updates in response to business need across Ireland, UK, and Australia. • Reporting and call statistics • Maintain and develop the call statistics system, which processes PBX event webhooks to calculate agent state durations across pause codes for KPI reporting. • Build and improve automated reporting pipelines, working alongside the Data function where applicable, and ensure reporting is accurate, timely, and relevant. • Wallboard development and maintenance • Administer and maintain the live call centre wallboard, which displays agent activity, queue status, and daily call totals for operational visibility. • Develop new wallboard views and features, such as agents available versus calls waiting, working with the Head of IT on iterative improvements (PHP with a server-side cached data layer and a JavaScript client). • Monitoring, availability, and incident management • Conduct routine checks on IT systems, telephony infrastructure, and networks to identify issues before they escalate, monitoring call systems, server health, and connectivity. • Support P1 and P2 telephony incident response in line with the Incident Management SOP and Information Security Incident Response Policy, maintaining line issues registers and contributing to post-incident reviews. • Maintain awareness of the telecoms vendor SLA and support the Head of IT in holding the vendor to its contractual obligations. • Security, compliance, and ISO 27001 support • Assist with internal ICT audits and compliance tasks, reviewing system configurations, user access levels, and vendor compliance against policy. • Maintain documentation needed for ISO 27001 audits and work with the Security and Privacy team to remediate findings, demonstrating continuous internal review of IT systems and suppliers. • Projects and continuous improvement • Contribute to major IT initiatives such as telecoms stability projects, new tool deployments, and office IT setups, taking delegated ownership of workstreams from the Head of IT. • Identify opportunities to streamline and automate recurring tasks, including reporting, and apply AI and scripting tools to improve speed, consistency, and quality where appropriate.

• Perform on-site service on customer instruments • Carry out installation, optimization, maintenance, troubleshooting, and qualification of instruments • Document each service intervention and keep customers informed • Manage inventory of parts and materials required for service visits • Promote PerkinElmer, its products and and services

• Proactively/Reactively troubleshoot customer environments based on Linux, OpenStack, Kubernetes, networking and other cloud technologies, detect, report and resolve issues. • Alert Management. • Learn and troubleshoot MOSK (Mirantis Openstack on Kubernetes) • Resolve and Handle/Triage IaaS related needs in customer datacenters. • Reproduce customer issues in labs where needed, confirm bug reports, provide detailed information to the development team. • Work closely with the development team: discuss customer issues, suggest improvements, fix product bugs, etc. • Own escalations end-to-end by routing issues to the appropriate teams, including OpenStack/ceph storage, networking, hardware, and infrastructure, and product engineering while maintaining accountability and follow-through. • Participate in weekend on call rotation and holiday coverage • Communicate urgently, clearly, and in detail with customers during incidents via email and remote session, providing accurate status updates and guiding them through troubleshooting and resolution • Work with AI tools to increase efficiency and problem solving tasks for customers. • Troubleshooting server issues- DCOPs issues, Firmware upgrading, Iso, OS, Dell, Lenovo, ST Micro • Work to troubleshoot any DC networking asks/upgrades, triaging where applicable.

• Install, configure, and maintain laboratory IT systems • Ensure system availability, performance, and security to laboratory operations • Manage data integrity and ensure compliance with regulatory requirements for electronic records and signatures