שתף משרה:
פרטי המשרה:
At ZOLL, we’re passionate about improving patient outcomes and helping save lives.
We provide innovative technologies that make a meaningful difference in people’s lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.
Summary:
The Senior End User Services Specialist is a key member of the End User Services team in the ZOLL Global IT Technology Services organization. The Senior End User Services Specialist has a passion for technology, is highly professional, and is committed to providing excellence in customer service enabling this person to provide comprehensive end user service support to our internal customers. This person addresses technical issues and also works on improving the overall user experience, managing complex IT projects, and guiding and mentoring EUS Analysts and Specialists. This person has a deep understanding of the organization’s IT infrastructure and processes.
Essential Functions
Provides KPIs and status reports to Supervisor, EUS through timely and meaningful reporting
Prioritizes and delegates work within team to ensure highest level of customer service
Delivering timely, efficient, and exceptional technical support for various hardware, software, identity and access issues maintaining user account security and management through multiple channels
Ensuring optimal functioning of end user devices and peripherals through analysis, maintenance, repair, and configuration.
Demonstrating strong communication and problem-solving skills to meet service delivery expectations and reporting to management.
Collaborating with IT and Security teams for service restoration and root cause analysis
In collaboration with various IT and stakeholder teams, analyze and make recommendations for hardware and software standardization to improve end user experience.
Maintaining technical ownership of support ticketsRequired/Preferred Education and Experience
High School Diploma required
Degree in Technical Field preferred
4+ years experience in a technical or related field
Experience with ITSM tools like ServiceNow
Experience and knowledge of networking protocols and configurations (wired and wireless)
Experience in managing user accounts, including permissions and security settings
Experience supporting enterprise-grade endpoint hardware as well as smart phones including iPhone, and Android models
Experience supporting enterprise-grade endpoint hardware as well as smart phones including iPhone, and Android models
ITIL, CompTIA+, Microsoft, HDI Certification Preferred
Knowledge, Skills and Abilities
Excellent customer service skills with the ability to convey technical information in user-friendly terms.
Strong team collaboration skills to ensure effective End User Services operations.
Proficient relationship, conflict management, and communication skills.
Excellent problem-solving abilities.
Capacity to handle multiple tasks simultaneously with a sense of urgency.
Proactive and punctual with efficient multitasking capabilities.
Solid planning and organizational skills.
Solid knowledge of basic IT security practices and protocols.
Commitment to a training and development plan that involves passing certification exams.
Proficiency in remote troubleshooting and support tools such as TeamViewer.
Proficiency in managing and troubleshooting different operating systems (e.g., Windows, macOS, Linux).
Travel Requirements
Some domestic and international travel may be required.