Technical User Support Analyst - Front Line Support

Technical User Support Analyst - Front Line Support

Medtronic Cardiac and Vascular
2-5 years
Not Specified

Job Description

Careers that Change Lives
Work as part of a global team to provide expertise and support for IT services. This critical position focuses on: providing superior client satisfaction, analyzing, troubleshooting and resolving diverse and complex IT issues, and returning clients to productivity in an expeditious manner.
A Day in the Life
We offer you a position where you are using a variety of resources such as ServiceNow, Cisco, Outlook and Teams to resolve technical issues.
  • Acquire and maintain knowledge on IT services and solutions through individual learning, team training, and various experiences to ensure optimum resolutions for users.
  • May work on projects or tasks to develop and/or address technology or process improvements, customer service, training, knowledge transfer, reports, and documentation
  • Collaborate with team members to assist and determine the impact and urgency of major system outages across the globe

Embedded Responsibilities
  • Resolves technical problems that originate by telephone, ticketing system, or chat in a call center/help desk environment.
  • Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.
  • May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products.
  • Provides technical support to users for either PC, server or mainframe applications and hardware.
  • Answers questions regarding system procedures, on-line transactions, systems status and downtime procedures.
  • Interacts with network services, software systems engineering and/or applications development to restore service and/or identify problems.
  • Maintains a troubleshooting tracking log ensuring timely resolution of problems.
  • Recommends systems modification to reduce user problems.

Must Haves
  • Bachelor degree
  • 2+ years of experience with similar responsibilities.
  • Fluent in Arabic and English.

Nice to Haves
  • Experience using or supporting the following applications and technologies
  • French Language.
  • Windows XP, Windows 7 & Windows 10
  • Microsoft Outlook 2003 & 2016
  • Microsoft Office 2003 & 2016
  • Remote management tools
  • Active directory administration
  • Virtual private network
  • Web-based applications
  • Wireless networking
  • Mobile Handheld Devices - (such as iPhone, iPad, Android)
  • Customer service: Client-oriented telephone and email/chat abilities which grant the ability to respond quickly, competently and patiently to client requests
  • Communication: Excellent oral and written communication, ability to communicate complex technical information to non-technical audiences
  • Problem-solving: Gathering information, analytical thinking, troubleshooting, offering quality solutions
  • Interpersonal: Conflict resolution, team work
  • Adaptability: Works logically under pressure, can work in a changing environment and deals successfully with stressful situations
  • A+ Certification and/or any Microsoft Certified Professional from the MCSE track preferred
  • Apple Certification(s)
  • ITIL Foundation (or higher) Certification preferred

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be. We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let's work together to address universal healthcare needs and improve patients' lives. Help us shape the future.

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