On-site Support Technician

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com

Role Summary

The Local IT Services & Support Technician plays a pivotal role in maintaining and enhancing the technological infrastructure of the organization. This position is office-based but requires flexibility to support office locations and manufacturing plants. The technician provides onsite technical support for a wide range of hardware devices and software applications, including typical office functions (Windows laptops, printers, applications) and manufacturing plant functions (label printers, scanners, access control, etc.). The role involves managing small project works independently and collaborating in larger international teams for more complex projects.

Technical skillset

• Proficient in Windows device (laptop and desktop) build and support.
• Skilled in managing multi-function print and scan devices.
• Competent in software installation, validation, and application support.
• Experienced in ticket queue management and reporting.
• Capable of performing simple maintenance tasks for various hardware devices.
• Ability to document activities clearly in a regulated environment.
• Knowledgeable about manufacturing plant hardware (e.g., ASCOM telephones, label printers, scanners, access control devices) if located at a manufacturing site.
• Adept at inventory management.
  
  
  

Duties and Responsibilities

• Timely response to incident tickets for specific locations.
• Desk-side support and troubleshooting for OS and application issues.
• Device configuration for new joiners and recovery from leavers.
• Participation in small to major incident/problem/change assessments and resolutions.
• Providing technical support for hardware, software, and network issues.
• Handling hardware installation, maintenance, and upgrades.
• Software installation, configuration, and updating.
• Network connectivity support and maintenance.
• User training and guidance on software applications and IT tools.
• Ensuring security compliance with predefined policies and strategies.
• Managing hardware inventory and informing procurement needs.
• Performing scheduled maintenance tasks for system optimization.
• Escalating complex technical issues to higher-level support or specialized teams.
• Maintaining accurate documentation of support activities.
• Organizing local IT environment, including IT rooms and server rooms.
• Providing exceptional customer service.
• Responding to emergency IT incidents or system outages.
  
  
  

Person Profile

• Ability to work effectively both independently and as part of a team.
• Experience with internal and external customer engagement.
• Excellent customer relations, interpersonal, and communication skills.
• Strong problem-solving abilities and experience in network device configuration.
• Proven track record of meeting project deadlines.
• Self-motivated, proactive, and flexible in approach to work.
  
  
  

Principal Contacts

• Interaction with Service Desk, offshore technical support teams, business users, system owners, and technical colleagues.
• Regular communication with Senior Management.
• Coordination with vendors of IT products and services, and technical resources from service providers.
  
  
  

Special Factors

• Willingness to work outside normal hours for system testing and upgrades.
• Availability for occasional travel to other regional or international locations.
  
  
  

Diversity & Inclusion

• This position reflects our commitment to diversity and inclusion, fostering an inclusive work environment that values and celebrates differences based on race, color, religion, gender, national origin, age, disability, sexual orientation, or any other protected status. We welcome and encourage diversity in the workplace.
  
  
  

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Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

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