IT Support Specialist Smith+Nephew AB

Location: Gothenburg, Sweden

Summary This role provides day-to-day technical incident, problem and configuration support for internal desktop systems software and hardware and IT infrastructure, as well as basic support for local network, servers and business applications. Install, configures and troubleshoots desktop systems and workstations and may assist with other issues in a heterogeneous environment. Communicates highly technical information to both technical and non-technical personnel. May suggest hardware and software solutions or alternatives while adhering to the department standards, policies and procedures. May participate in the development of information technology and other related processes and projects.

Configuration, imaging, testing, diagnosis and troubleshooting of hardware and software equipment for client. Follow specific configuration checklists and process for the configuration of assets for client. Ensure assets are tested, the image is applied properly and any special configuration needs are addressed. This may include but is not limited to the operating system, hardware specifications or any software applications. Hardware may include laptops, desktops, tablets, PDA's, external hard drives.

Essential Job Functions

• Answer, evaluate and prioritize requests for assistance from users experiencing problems with hardware, software, client networking, telecommunications and audio-visual and other IT related technologies.

• Installation of PCs according to Company Standard

• Manage computer inventory and prep/stage equipment for end-users

• Maintain Computer and User Objects in Active Directory

• Support, troubleshoot and assist in the maintenance of Windows operating system.

• Provide support for S&N mobile devices (iPhones, iPads, Windows Phone, Blackberries, etc.).

• Document and track work in Service Now (Incident management Ticket recording system) as appropriate.

• Assign tickets to other support or resolver teams. Escalate issues as appropriate

• Manage dead on arrival equipment as relevant for this area of responsibility.

• Responsible for managing equipment/software refreshes.

• Responsible for limited training of site personnel on simple standard desktop software where possible.

• Assist with maintaining asset inventory tracking and licensing information.

• Responsible for communicating site requirements to management.

• Provides user support on remote connectivity issues using various technologies (IT RAS).

• Basic printer & copier maintenance and managed the contract

• Handles technical support or warranty claims with IT Equipment vendors.

• Supports audio visual and video conferencing equipment.

• On occasion act as site “Hand’s & Eye’s” as required by IT and vendor network, server, environmental teams.

• Within the areas of responsibility, understand and align with Smith & Nephew safety, environmental and quality practices and procedures as outlined in organizational/ departmental guidelines and SOPs as well as applicable federal and local regulations.

• Manage the relationship with local vendors and negotiate contracts where appropriate.

• Other duties than stated above may be assigned to the Employee.

Qualifications/Education Associate’s degree or equivalent form two-year College or technical school; or 3 years related experience and/or training; or equivalent combination of education and experience.

Experience in a business environment; 2-4 years in an IT helpdesk related environment.

Critical skills required Communicating/influencing: The job holder must clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Teamwork: An individual who can work effectively in a collaborative environment and foster teamwork with their peer group, their local & virtual team colleagues and with employees outside of the IT function.

Technical Expertise: The job holder must have a background in successful information technology systems associated with their functional area as well as multi-functional experience. Ability to understand, analyze and abstract business processes, document process flows, communicate and reach agreement on IT aided process flows.

Language skills: Ability to read, analyzes, and interprets the most complex documents in Technical English. Respond effectively to the most sensitive inquiries or complaints.

Computer skills: Ability to provide user support, installing and troubleshooting of the Microsoft Windows and Office Professional Software package, to include MS Word, MS Excel, MS PowerPoint, MS Project Management. Able to install and maintain printers/copiers. User administration in Active Directory environment. Experience of root cause analysis and problem solving methodologies. The Employee must have knowledge of Microsoft Outlook and related Smith & Nephew software.

Applications: If you share our passion for pioneering innovation and can demonstrate how you meet the criteria outlined, we would love to hear from you.

Smith+Nephew continues to actively build an environment where every individual can fulfil their potential and be proud ambassadors for the company, our customers and their patients.

We value the diversity of our people and welcome applications from everyone.