Technologist, IT

Innovation starts from the heart. At Edwards Lifescienceswerededicated to developing ground-breaking technologies with a genuine impact on patients lives. At the core of this commitment is our investment incutting-edgeinformation technology. This supports our innovation and collaboration on a global scale enabling our diverse teams to optimize both efficiency and success. As part of ourITteam 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 youll need (Required):
Associates 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 bachelors 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.