Provides Tier 2/3 IT support for desktops, laptops, mobile devices, peripherals, IP phones, and related software. Responsibilities include troubleshooting, imaging and deploying workstations, managing Active Directory users and assets, supporting service tickets, coordinating vendors, performing lifecycle upgrades, assisting with mobile and tablet solutions, and training users. The role also supports IT projects, audits asset controls, manages costs and approvals, and maintains deployment and support processes.
Innovation starts from the heart. Edwards Lifesciences is the leading global structural heart innovation company, driven by a passion to improve patient lives. With millions of patients served in over 100 countries, each team makes a meaningful contribution by improving patient outcomes and discovering lasting solutions for unmet patient needs. Our Technologist position is a unique career opportunity that could be your next step towards an exciting future.
How you’ll make an impact:
- Troubleshoot and repair hardware and/or software for desktops, laptops, peripheral equipment and other IT related hardware (Tier 2/3)
- Configure and manage customer workstation, portable computing devices and peripherals (Following defined imaging and deployment processes)
- Perform daily support (moves, adds, changes) for desktops, laptops, peripheral equipment and other IT related hardware (i.e. VOIP Phones, A/V support as applicable for your region)
- Define Lifecycle upgrade requirements and other IT project support needs involving IT Technicians/Technologists
- Train users in various situations, educating them regarding use of hardware, its software and related systems
- Manage installation of desktops, laptops, peripheral equipment and other IT related hardware
- Create image and define deployment processes for managing work stations, portable computing devices and peripherals (aligning to Global standards with regional adjustments per regulations)
- Coordinate activities with third party vendors as needed (Order fulfillment, Warrantees, Project Needs, Vendor relations / feedback, and so forth)
- Assist the business with defining tablet and mobile device solutions to meet operational / business needs (aligned with global IT)
- Audit standard tools and process for managing assets physically and electronically
- Manage priorities based on Service requests and incident tickets while regularly updating tickets to reflect work performed
- Provide appropriate visibility of costs related to service requests and comply to approval requirements
- Manage assets including physical and electronic identification and control
- Render support and assist in Help Desk Calls from Users as needed
- Support the business with tablet and mobile device support to meet operational / business needs
- Perform lifecycle upgrades and projects as directed
- Other incidental duties
What you'll need (Required):
- Diploma with 5 years’ relevant IT hardware/software experience
- Experience managing users and PCs via Active Directory
- Proficient in Microsoft suite of applications (Windows 2008 and Windows 2012 server, Windows 7, Microsoft Office and Outlook)
- Skilled in hardware/software troubleshooting, diagnostics and repairs across laptops, desktops, mobile devices, peripherals, IP phones and handheld scanners
- Experience configuring and maintaining Cisco IP Phones
- Experience using PC images for computer deployment/redeployment
- Effective cable management for workstations and data closets
- Experience with platforms and applications e.g, Microsoft Office Suite, Microsoft Outlook/Office365, Internet Explorer, Windows 7, Active Directory, Virtual Private Network (VPN), MobilePASS (one-time password software authentication solution for VPN access)
- Adaptable and solutions-oriented with a growth mindset
- Strong problem-solving, written and verbal communication, customer service, organization and time management skills
- High level of professionalism during interactions with customers and vendors
What else we look for (Preferred):
- Bachelor's Degree in computer sciences, information systems or related discipline with 3 years of relevant work experience in IT hardware/software.
- CompTIA A+ certification
- Experience using Help Desk ticketing software to manage service tickets
- Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control
Edwards Lifesciences Singapore, Singapore, SGP Office
35 Changi North Crescent, Singapore, Singapore, 499641
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