IT Support Specialist - ANZ

Company description:

Arthrex, Inc. is a global medical device company and a leader in new product development and medical education. We are a privately held company that strives to accomplish our corporate mission of Helping Surgeons Treat Their Patients Better™. We are committed to delivering uncompromising quality to the health care professionals who use our products, and ultimately, the millions of patients whose lives we impact.

Job description:

Benefits & Highlights:

• Competitive Base Salary + Corporate Bonus
• Health & Wellness benefits provided + Onsite Parking
• Excellent leadership, mentoring support with ongoing training & development
• Join a Global Medical Multinational
• Location: Frenchs Forest, NSW (Onsite)

This role is not your traditional old school IT Support Specialist role. You'll enjoy being customer facing, able to interact personally with fellow staff members to resolve issues, as well as handling IT tickets remotely, via telephone etc. A general "can do" personable attitude will be what sets you apart from others in this position. The role will be based onsite at our offices in Frenchs Forest and will require occasional travel (including approximately one day per fortnight to our warehouse based in Arndell Park and occasional scheduled interstate travel).

About the Role

As a trusted Helpdesk Support Officer working as part of a regional APAC team, you will be providing high level support and will be the first point of contact for all IT related queries. Whilst you're part of the APAC team you will largely resolve Australian issues/enquiries.

Responsibilities include:

• Providing Level 1 and Level 2 onsite and remote support for all hardware and software related problems including troubleshooting and resolution

• Installing, configuring, maintaining and troubleshooting hardware, software, computers, printers, and other peripheral devices; ensuring the effective use of hardware and software resources

• Collaborating with stakeholders across business units and regional/global IT Teams, acting as a liaison throughout the development, testing and implementation of new products and operating system installs and/or upgrades; ensuring end users are adequately supported

• Performing equipment install-move-add-change operational processes as needed by the businesses

• Managing various IT and business projects, attending project meetings to communicate status to appropriate parties, developing and dispersing all levels of necessary documentation, and staying current with system information, changes and updates

• Managing and overseeing work conducted by outsourced end user support vendors within the ANZ region

• Researching and evaluating available standard technology and alternative solutions, and making recommendations for modifications or additions to computer systems, hardware components, and software applications including researching costs, market options, and trends available to meet user needs

• Providing support for complex technical issues/initiatives related to assigned applications, systems, databases and/or other technical products/services in compliance with service level agreements; utilising diagnostic and other tools to maintain, troubleshoot and restore service or data to systems

• Providing phone support based on support rotation schedule, monitoring ticketing system for incoming issues, and identifying, escalating and redirecting urgent issues to appropriate resources in compliance with SLAs

• Working closely with Network & Data Centre Analysts on projects and providing occasional network and systems support as requested

• Creating, updating, and submitting status reports, documentation, and procedures relative to assigned end user support projects; conducting project team meetings as necessary, and assisting with related training

About You

• Minimum 4 years technical/systems support-related experience required
• Tertiary qualifications in Computer Science or Management Information Systems preferred
• Strong customer service background, and a passion for technology and helping end-users
• Comfortable speaking to staff members in person and via phone, and the ability to communicate technical terminology in a way everyone can understand
• Proficient in understanding and supporting computer hardware, Microsoft Windows, and Microsoft Office applications.
• Flexibility and willingness to occasionally work outside regular office hours to support business IT needs. This will happen rarely, but it will happen.
• Basic knowledge of ADS and Group Policy.
• Experience with network protocols in LAN and WAN, as well as with anti-virus software.
• Good knowledge in dealing with software distribution tools (e.g., MECM).