IT CAM / TechBar Technician

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Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints. As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare’s hardest challenges and advance what is possible. Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves. Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential. Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let’s advance the world of minimally invasive care.

Job Description

The IT CAM / TechBar Technician is responsible for first line user support for all IT related issues, problems, and training in an in-person environment. The technician is also responsible for creating and dispatching tickets to Desktop Support Technicians and other IT groups as necessary using the Service Management System. Successful candidates will be able to cross train with our Service Desk and Desktop Support technicians to learn additional skills and applications.

A second responsibility is supporting the IT Operations department by performing change/add/move/hardware testing/asset deployment tasks that improves IT efficiencies, facilitate ticket resolution, reduce customer downtime, and help maintain high SLA levels. This covers the regional hardware assets for Europe. The technician performs the installation, repair, and preventative maintenance of company issued dedicated computers and related accessories.

Roles And Responsibilities

• Handle first level walk-up and service requests from corporate office employees, contractors, and visitors
• Create and dispatch work orders within the Service Management System
• Communicate with customers via phone, email, chat, and in person to troubleshoot, discuss service expectations, relay relevant company policy, gather information, etc.
• Resolve customer issues in a timely fashion and escalate issues to other IT employees or groups as necessary
• Use various software tools to troubleshoot customer issues
• Properly document steps taken leading to resolution or escalation of work orders
• Learn, implement, and follow procedures as prescribed by department operating documentation and standards
• Learn, update, and revise knowledge of company, department, and team procedures and policies
• Verify & update IT knowledge articles according to our internal processes
• Properly track IT equipment as assigned to customers in the Service Management System
• Process new hire computer and mobile phone setups for the EMEA region
• Prepare and meet scheduling requirements for delivery of new hire equipment
• Organize the recovery of the IT equipment for the EMEA region whenever an employee is terminated, follow the termination process once the IT equipment has been recovered
• Evaluate, schedule, and perform warranty repairs for office based and remote based employees
• Image, re-image, and prepare computers for use based on direction from various IT Operations teams
• Schedule and perform data transfers for re-imaged or upgraded computers
• Provide customer move support and/or setup new IT equipment on desks
• Help to evaluate, budget, and order the number of assets required to replace current end of life assets
• Update and maintain IT assets in our Asset Management tool
  

Secondary Responsibilities

• Move incoming IT assets and maintain the organization of the IT stock room
• Work with our external partner to dispose end of life assets and electronic thrash
• Various other duties and tasks required by the IT Operations management team
  

Qualifications

Skill/Job Requirements:

• CFC or Bachelor’s degree in computer science or equivalent education desired
• Proficiency in both oral and written English and French is a requirement. Any additional language is a plus
• Working knowledge of major computer components is a requirement (desktop, laptop, monitor, keyboard, tablet, mobile phone etc.)
• At least two years of experience supporting a Windows domain environment desired
• Relevant certifications such as various MCITP and ITIL preferred
• Strong customer service skills and experience required
• Previous experience in a service desk environment desired
• Experience supporting Active Directory services and various business applications
• Strong knowledge of Microsoft System Center Configuration Manager (SCCM) and imaging technologies desired
• Must be able to work independently and self-directed, as well as within a team
• Must have excellent organizational, verbal, and written communication skills
• Successful candidates will be comfortable operating in a fast paced and changing environment
• Successful candidate should be flexible and able to complete projects outside their normal daily duties as needed
• This is a contract to permanent position with primary work responsibilities taking place during normal business hours. Physical daily presence at the company office is mandatory
• Occasional week-end and non-business hours support may be required
• Able to lift heavy IT equipment (20kg+) and able to use a hand truck to move large boxes and bulk items.
  

Skill/Job Requirements

• CFC or Bachelor’s degree in computer science or equivalent education desired
• Proficiency in both oral and written English and French is a requirement. Any additional language is a plus
• Working knowledge of major computer components is a requirement (desktop, laptop, monitor, keyboard, tablet, mobile phone etc.)
• At least two years of experience supporting a Windows domain environment desired
• Relevant certifications such as various MCITP and ITIL preferred
• Strong customer service skills and experience required
• Previous experience in a service desk environment desired
• Experience supporting Active Directory services and various business applications
• Strong knowledge of Microsoft System Center Configuration Manager (SCCM) and imaging technologies desired
• Must be able to work independently and self-directed, as well as within a team
• Must have excellent organizational, verbal, and written communication skills
• Successful candidates will be comfortable operating in a fast paced and changing environment
• Successful candidate should be flexible and able to complete projects outside their normal daily duties as needed
• This is a contract to permanent position with primary work responsibilities taking place during normal business hours. Physical daily presence at the company office is mandatory
• Occasional week-end and non-business hours support may be required
• Able to lift heavy IT equipment (20kg+) and able to use a hand truck to move large boxes and bulk items.
  

Additional Information

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws. We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Shift : Day

Travel : None

JOB1566