Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.
Key Responsibilities
* Provide expert‑level Incident and Escalation Management support to field personnel, both remotely and onsite as required.
* Lead and coordinate Major Incident Management activities to ensure rapid service restoration and clear communication.
* Participate in New Product Introduction (NPI), gaining early familiarity with product changes and updates prior to release.
* Collaborate with cross‑functional teams (Engineering, Field Service, PdM, PLCS) to identify, analyze, and troubleshoot recurring field service trends.
* Act as a technical specialist/owner, while continuously expanding generalist knowledge across software, databases, infrastructure, and networking domains.
* Support the Knowledge Management program, with a strong focus on “never solving the same problem twice.”
* Develop and deliver formal and ad‑hoc training sessions for field and support personnel.
* Contribute actively to global Technical Information Exchange (TiX) forums to share knowledge and best practices across regions.
* Participate in phone support as required by the business.
* Ensure all activities follow established quality processes, contributing to continuous service improvement.
Qualifications & Experience
* Formal education Master’s/bachelor’s in information technology (IT) or a related field.
* Extensive hands‑on experience troubleshooting complex client/server software and networked environments.
* Strong experience supporting databases and infrastructure, including Microsoft SQL Server (T‑SQL), Windows Server, Linux and Kubernetes.
* Experience supporting physical and virtual IT infrastructure, such as hyper‑converged platforms, Citrix, VMware, Parallels, or similar technologies.
* Familiarity with cloud and modern platforms (e.g., Azure, Kubernetes) is an advantage.
* Strong collaboration skills, with the ability to work effectively across all levels of the organization.
* Demonstrates a continuous learning mindset and commitment to professional development.
* Excellent verbal, written, and interpersonal communication skills.
As an equal opportunity employer, we welcome applications from individuals with disabilities.
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