ConvaTec Executive IT Support Technician - Lexington, MA (Hybrid) in Lexington, Massachusetts
Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence and critical care, and infusion care. With around 10,000 colleagues, and a promise to be forever caring, our products and services are available in over 100 countries. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. The company is a constituent of the FTSE 100 Index (LSE: CTEC) and in 2021 revenues were over $2 billion. To learn more about Convatec, please visit http://www.convatecgroup.com
About the Role:
As an Executive IT Support Technician, you will be providing world class support to our most senior team members across the entire company. You will work in a small team scattered across the globe based strategically at our ‘Executive’ locations to provide both onsite support for your respective location, as well as remote support for the Directors, Vice President's, and leadership team. The ideal incumbent will work in a hybrid capacity based out of our Technology and Innovation Center in Lexington, MA.
Duties and Responsibilities:
Application support including troubleshooting with users
Highlight recurring issues for a permanent solution to be found
Work through any outstanding incidents and requests using ServiceNow, both for your locations and for the ‘VIP’ queue prioritizing accordingly
Build and configure devices for new joiners and recover devices from leavers for your locations
Educate users on My Services (ServiceNow) and how best to get support
Provide occasional off-site support for important meetings/functions
Installation, configuration, upgrading software and related products
End to end inventory management
Excellent communication skills to all levels of the business
General knowledge of Microsoft Office 365 applications, especially Outlook, Teams, and SharePoint
Comprehensive IT support knowledge including laptops, phones and printers
Able to clearly document activities in a regulated environment
Languages: English (fluent), others desirable
Minimum 2 years experience working in an IT onsite, 2nd line support or similar role, preferably in a Microsoft Office 365 environment
Willing to adapt based on the circumstances
Ability to professionally, discreetly, clearly and concisely communicate in verbal and written methods with both technical staff and senior executives
Exhibit empathy and urgency in dealing with customer issues
Tenacious problem-solving abilities to see issues through to resolution
Willing to occasionally travel when necessary
Ability to work well under pressure
Work well in a team remotely
Flexible in providing very occasional out of hours support
Previously worked in a VIP Support role desirable, but not necessary
ServiceNow experience is nice to have
Any IT qualifications are beneficial
Our products make a big difference every day. So will your contribution. The work you do will mean more, because it'll make things better for your team, our business or our customers' lives. It'll inspire you to deliver to your very best.
And we'll be right behind you when you do.
This is a challenge more worthwhile.
This is work that'll move you.
Beware of scams online or from individuals claiming to represent Convatec
A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.
If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at careers@Convatec.com .
Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.
Notice to Agency and Search Firm Representatives
Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.
Already a Convatec employee?
If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!
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