Job Description
Innovation starts from the heart. At Edwards Lifesciences, we’re dedicated to developing ground-breaking technologies with a genuine impact on patients’ lives. At the core of this commitment is our investment in cutting-edge information technology. This supports our innovation and collaboration on a global scale, enabling our diverse teams to optimize both efficiency and success. As part of our IT team, your expertise and commitment will help facilitate our patient-focused mission by developing and enhancing technological solutions.
Provide on-site IT-related hardware support to assist in the installation, integration, and maintenance of computing devices.
How will you make an impact:
• Troubleshoot and repair hardware and/or software issues for desktops, laptops, peripheral equipment, and other IT-related hardware (Tier 2/3).
• Procure, configure, and manage customer workstations, portable computing devices, and peripherals (following defined procurement, imaging, and deployment processes).
• Perform daily support (moves, adds, changes, etc.) for desktops, laptops, peripheral equipment, and other IT-related hardware (e.g., A/V, lab support, and production line support, if applicable for your region).
• Participate in global projects such as Hardware Asset Management, identification of personas, lifecycle upgrades, and others.
• Train users in various situations, educating them on the use of hardware, software, and related systems. Training may include brief, one-on-one, small group, ad hoc, and hands-on “how-to” instructions.
• Adhere to global hardware standards and processes to ensure consistency.
• Document problem resolution, contribute to knowledge management, and provide training to colleagues to distribute knowledge.
• Coordinate activities with third-party vendors as needed (equipment support and warranty, project needs, vendor relations/feedback, etc.).
• 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 with approval requirements.
• Perform other incidental duties.
What you'll need (Required):
Associate’s degree or equivalent in a related technical discipline with proven experience in the role. At least 4 years of experience in an IT support role as Desktop Support or IT Service Desk (Tier 2), including IT hardware/software experience.
A bachelor’s degree in computer science, information systems, or a related discipline is preferred, with at least 2 years of experience in an IT support role.
What else we look for (Preferred):
• Ability to manage users and PCs using Active Directory required.
• Customer experience excellence.
• Proficient in Microsoft suite of applications (Windows Server, Windows 11, Office 365).
• Ability to perform IT hardware and software diagnostics and repairs (laptops, desktops, mobile computing devices, peripherals, IP phones, handheld scanners, etc.).
• Effective use of ITSM tools, reports, and metrics.
• Effective cable management skills to maintain organised workstations and data closets required.
• Ability to adapt and learn new technologies as needed.
• Problem-solving skills, including troubleshooting techniques, required.
• Strong organisation and time management skills required.
• High level of professionalism during interactions with customers and vendors required.
• Experience using PC images to configure computers for deployment/redeployment required.
• Experience with platforms and applications (e.g., Microsoft Edge, Active Directory, Entra, Virtual Private Network (VPN), MobilePASS (one-time password software authentication solution for VPN access)).
• Strong written and verbal communication, interpersonal, and relationship-building skills.
• Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures to prevent injury to themselves and others, as well as protect the environment and prevent pollution within their span of influence/control.
Level of Independence:
• Works independently without close supervision.
• Compares and evaluates possible courses of action after considering various options.
• Applies knowledge in following procedures or determining which procedures to follow, or whether specified standards are met.
• Determines or effectively recommends a course of action after considering potential risks of alternatives.
• May provide guidance to lower-level personnel.
• Makes decisions in the face of different alternatives, without formulas or complete guidelines, allowing room for creativity and judgement.