IT Infrastructure & Operations Support Specialist

COME JOIN OUR GROWING TEAM TO Help users resolve issues with Hardware or Software solutions in the respective EMEA cluster or other EMEA region if required. Administer Infrastructure solutions with focus on Servers, Clients, Networks, Software Solutions, Collaboration systems and device peripherals. Activities which include responding to user inquiries, assessing problems in the IT landscape and troubleshooting issues with IT solutions, in physical presence or remotely to supported locations whenever required. Provide support to GDTI Projects and initiatives in the region, sub-region or FME location.

Perform Service Desk activities supporting users in the respective EMEA Cluster or other EMEA region if required
Execute Field Support activities in physical presence as required
Ensure that adequate support is provided to end-users in solving IT support requests and business needs
Ensure the installation and maintenance of the necessary IT solutions
Maintain backup solutions, procedures and DR solutions where applicable
Respect local and corporate IT GuideLines of your area of responsibility, proactively identifying what needs to be corrected
Provide support to IT projects and corporate or local/regional initiatives
Ensure cybersecurity vulnerabilities are mitigated on a regular basis
Perform improvements, upgrades, patches, reconfigurations and purchases for Hardware and Software solutions
Acknowledge the urgency during critical periods or other urgent requests by prioritizing and ensuring all IT and Business needs
Respond to important information requests, critical escalations, and major systems outages
Local Infrastructure management activities where applicable and Cloud migration support tasks
In-depth knowledge of the Internal Rules, Procedures / Work Instructions and Guidelines of FME and applicable to the function
Provide support after business hours and weekends if mutually agreed, established and compliant with local laws and regulations
Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems on Servers and clients. Escalate incidents as necessary
Ensure helpdesk activities are correctly recorded, routed/dispatched, followed-up and resolved with users
Conducting regular inspection and maintenance activities on Hardware and Software solutions
Ensure backups are conducted successfully on schedule and respecting corporate guidelines
Helping with network access for users and visitors in Head Office, and patients and visitors in Clinics respecting correct security levels. If required, provide technical support with hardware installation or issues with network devices
System Administration: perform upgrades and maintenance activities when required
Configure, install and troubleshoot Operating Systems and Applications in Servers and Clients
Hardware lifecycle management: Monitor the return and safe storage of existing hardware until final disposal or destruction
Ensure compliance related guidelines are being implemented or monitored
Meet SLA’s and related KPI’s for key services and activities
Participate in corporate training sessions and certifications when required

Education:

Bachelor’s degree or equivalent work experience in IT Support Operations and Field Services Industry recognized IT trainings and certifications are a plus

Experience and Required Skills:

5+ years of IT Service Desk, Field Support and System Administration work experience
3+ years of Project Management working experience
Healthcare experience a plus
Team player; dynamic and proactive
Good communication skills, both written and verbal with good ability to understand the needs of users, both technical and non-technical.
Organized and structured approach to tasks and deadlines. Able to focus on priorities under pressure and self-manage high volume workloads.
Ability to explain complex IT issues in a clear way to Business stakeholders