Digital Health Technology team powers digital experiences and engagement to enhance the lives of millions of people every day through connected care. We build, deliver and manage a portfolio of data management platforms and mobile offerings in support of our core businesses. We thrive on simple and elegant architecture and agility. You'll be immersed in a dynamic high-growth environment and empowered to excel, take informed risks, and drive ingenuity across the enterprise. The primary role of IT Support function is to provide technical support to employees experiencing problems with hardware, software, networking, and other computer-related technologies. Key deliverables include, utilizing BMC Helix ticketing system for logging caller requests and assigning / escalating issues where needed. Diagnosing and rectification of issues in accordance with documented procedure and performance indicator levels. Assisting in maintenance of network infrastructure, new computer builds, and installation of new services etc. Let's Talk About Responsibilities The primary objective of IT Support specialization within IT Support Job Family is to provide efficient and customer focused support to all users of Information Technology. Key responsibilities include coordinating, diagnosing, troubleshooting and rectifying incoming employee calls regarding technical problems and information technology issues involving desktop, laptop or network services from local personnel; providing case status updates to management and end-users; developing, documenting, and implementing standard operating procedures and customer service guidelines relating to IT support; assisting in the installation, implementation, and upgrades of internal systems; and maintains inventory of all equipment. Performs work in a specialized area of expertise that requires knowledge of fundamental themes, principles and concepts. Typically requires a university degree or equivalent work experience. Responsibilities might include: Performing routine professional-based activities (early in career), Contributing to and managing projects (mid-career), Providing advice/direction in primary areas of expertise (specialist and expert), and Leveraging professional expertise and relationships to contribute to strategy and drive business results (principal)relationships to contribute to strategy and drive business results (principal) etc. Builds stable working relationships internally to exchange information. Receives instruction, guidance and direction from others. Let's Talk About Qualifications And Experience Required: Good communication in written and verbal for English is a must Customer oriented attitude Familiar with Microsoft o365 products including MS Teams, Outlook Familiar with Active Directory, In-Tune, VPN Familiar with endpoint devices security process (early detection of possible attacks and prevention steps) Familiar with printers setup and troubleshooting Familiar with software installation, troubleshooting Familiar with Priority Incident escalation process Experience in setting up endpoint devices (Laptop, Mac book) and managing IT asset Experience in utilizing, updating and keeping Knowledge Base article up-to-date Positive drive and passion to pick up on new tools and technologies. Fast learner Preferred: Bachelor's degree. Minimum of 2 years of related experience. Communication in other languages such as Korean, Japanese, Mandarin, French is an advantage Follows standard practices and procedures and applies basic theories, concepts, principles and methodologies in analyzing situations or data. Joining us is more than saying 'yes' to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.
