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Technical User Support Analyst (m/f)
Technical User Support Analyst, EE - Zagreb, Croatia
Careers that Change Lives
Would you like to work for a rapidly growing international healthcare company?
Do you consider you have the right experience for a Technical User Support Analyst role? If yes, then send us your resume and enter the recruitment process right away!
Join Medtronic where we appreciate your talent, experience and passion for your work. You can count on professional and personal development, exciting challenges and a dynamic environment.
This is an exciting opportunity where, as a Technical User Support Analyst you will be resolving client technical IT related issues, returning the client to productivity as quickly as possible, and adhering to signed service level agreements with Business Units.
In return, we will provide you with world-class training on-site and in specialized centers in US and abroad, development opportunities, rewarding benefits and the opportunity to work in a varied, challenging role with a large scope for demonstrating your independence, innovation and your talent.
For this role you will be expected to be located in Zagreb, Croatia.
A Day in the Life
- Resolve client technical issues (tier 1 and tier 2):
- Provide support by phone, email and on-site to determine root cause of technical problem based on client input and remote management technology, including on-time support to executives
- Always record all support actions in the ITSM/ITIL system
- Determine the immediate resolution using MDT Knowledge base and propagate to users to use self-service solutions
- Determine effective resolution of issues by troubleshooting and analyzing computer system errors and escalate or redistribute an issue per the situations to the appropriate team if it requires an in-depth evaluation
- Determine business impact of problem based on Business Unit criteria
- Provide remote technical support for hardware (desktop, laptop, drivers, monitors, mobile handheld devices and MFD/printers) and software (computer operating systems, internally developed applications, internet applications, and various drivers)
- Interact with internal and/or external escalation groups to resolve complex technical issues
- Coordinate communication to determine impact of major system outages which effect the entire organization
- Deployment and distribution of hardware and software
- Maintain asset for hardware (such as desktop, laptop, mobility devices and MFD/printers) and software procured locally
- Create and update knowledge base to improve service and solutions to variety of incidents/problems including: develop written procedures, tips, reports, and support related material
- Recommend current supported software applications and hardware appropriate to best meet client requirements
- Acquire and maintain knowledge on newly purchased and existing supported desktop software, hardware, and systems
- Work on tasks to develop and/or address process improvements, training, knowledge transfer, reports, and documentation
- Assist with the testing of new or upgraded PC software and hardware releases as requested
- Ensure that Medtronic's systems and the information on them are protected in accordance with Medtronic's Information Protection Policies and Standards, as well as best Information Protection practices
- Represent the organization as a prime contact with the business and interact to investigate the business needs
Must Haves
- Bachelor's degree in relevant area or similar technical education
- 2-5 years IT experience
- Skilled in personal computer hardware and software in a business environment
- Experience with Windows 7, 10 OS, Outlook, remote management tools, IOS, iPads, active directory administration, Office 2010 - O365 productivity tools (Windows), TCP/IP
- Good knowledge of English language
- Very good communications skills
- Very good problem solving skills
- Team player
- Stress-resistance, objective and self-starter
- Customer oriented attitude
- Able to work in a changing environment
- Good prioritization skills
- Solid analytical skills
Your Answer
Is this the position you were waiting for? Then please apply directly via the apply button!
About Medtronic
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.
Whatever your specialty or ambitions, you can make a difference at Medtronic - both in the lives of others and your career. Join us in our commitment to take healthcare Further, Together.
