Technician, IT

Edwards Lifesciences is expanding its global technology capabilities with the launch of a new IT Innovation Hub in Pune India. The Hub strengthens the technology foundation that supports our business worldwide working in close partnership with teams across regions to deliver reliable high-quality solutions at scale. Designed as a long-term investment the Pune Hub will advance newer digital capabilities such as automation data AI and cloud and will include roles spanning end user services application development and enterprise platform teams. Together these teams will help Edwards operate more efficiently and accelerate innovation in support of our mission of advancing patient care.

In a Service Desk center environment it serves as the single point of contact for end users via inbound calls and ticketing systems. Logs categorizes and prioritizes all incidents and service requests with complete and accurate information. Provides first and second-line investigation diagnosis and resolution within the IT Support skill set managing issues through to resolution where possible. Escalates complex or out-of-scope incidents to higher support tiers in accordance with established procedures.

The primary objective of this role is to restore normal service to users as quickly and efficiently as possible while maintaining high service quality and customer satisfaction. Innovation starts from the heart. At Edwards Lifesciences were 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.

As an IT Technician at a leading enterprise youll deliver end-user services and support the technology needs of over 16000 employees. Your role ensures efficient device management operational excellence and scalable IT service delivery. If you enjoy troubleshooting proactive issue resolution and user satisfaction this position offers a meaningful opportunity.

How youll make an impact:
Serve as the first point of contact for end users through inbound calls and the enterprise ticketing system ensuring a professional efficient and customer-focused support experience.
Own incidents and service requests end-to-end from initial call or ticket creation through investigation resolution and closure ensuring accurate documentation and timely updates.
Perform Level 1 and Level 2 troubleshooting across a broad range of IT services resolving issues independently where possible and escalating complex incidents using defined support models.
Contribute to service stability and continuous improvement by identifying recurring issues documenting solutions and supporting knowledge base and automation initiatives.
Partner with higher-tier support teams leadership and other IT functions to ensure effective handoffs clear communication and minimal disruption to business operations.
Apply established IT service management practices to prioritize work effectively meet service level
expectations and reduce time to resolution.
Actively support service desk maturity by promoting standardized processes improving ticket quality and helping shift resolution left through knowledge reuse and self-service enablement.

What youll need (Required):
Technical diploma or bachelors degree in computer science Information Technology or a related field or equivalent practical experience.
1-2 years of experience in an enterprise IT support or service desk environment providing Level 1 and Level 2 support.
Hands-on experience supporting users through inbound calls and an enterprise ticketing system with strong ownership of incidents and service requests from creation to resolution.
Solid troubleshooting skills across common enterprise technologies such as:
Windows and macOS operating systems including mobile devices
Microsoft 365 (Outlook Teams OneDrive SharePoint)
Identity and access management (e.g. Active Directory Azure AD)
End-user hardware peripherals and basic network connectivity
Experience logging categorizing prioritizing and resolving incidents and service requests in accordance with IT service management practices.
Ability to independently resolve issues within scope and follow defined escalation procedures for complex or out-of-scope problems.
Strong communication skills with the ability to explain technical concepts clearly to non-technical users.
Willingness to work in a global support model including shift-based coverage if required.

What else we look for (Preferred):
Experience working in a global or regional service desk supporting users across multiple geographies.
Familiarity with ITIL-based processes such as Incident Management Request Fulfillment and Knowledge Management.
Experience with enterprise ticketing and collaboration tools such as ServiceNow Jira or similar platforms.
Exposure to supporting virtual desktop environments VPNs endpoint management tools or enterprise security controls.
Ability to identify recurring issues and contribute to knowledge articles standard operating procedures and service improvements.
Experience working in regulated or highly controlled environments (e.g. healthcare medical devices pharmaceuticals or financial services).
Certifications such as ITIL Foundation CompTIA A Network or Microsoft fundamentals are a plus.

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