Job Description

IT Support Lead, Asia Pacific & Japan
As one of the world´s leading manufacturers of cardio- and endovascular medical devices, BIOTRONIK is headquartered in Berlin, Germany, and represented in over 100 countries by its global workforce. The work of our committed, highly specialized, exceptionally skilled employees results in crucial advancements in the world of cardiology and changes the lives of patients every day.
The 'IT Shared Service Center Asia Pacific' (ITSSC-AP) team is responsible for IT services that are used by several BIOTRONIK subsidiaries (production and sales sites) located in this area. As part of the regional IT team based in Singapore, the 'IT Support Lead' is responsible to provide reliable and customer orientated IT client services for the region. In order to provide standardized services, he/she executes client harmonization projects throughout the region in close alignment with the Center of Expertise (CoE) at headquarters.
Your Responsibilities

• Provide reliable and customer orientated IT client services (user help desk, desktop/laptop, MS office, mobile phones, e-mail, printer – including software and hardware) in close alignment with the global Center of Excellence
• Support user help desk services (1st, 2nd and 3rd level support, triage, ticket fulfillment)
• Ensure on call support for critical IT services
• Steer projects with an IT client service content
• Administrator for client management tools (ticket system, software distribution system, anti-virus system)
• Lead the IT user help desk team in day-to-day support operations. This includes setting up the team periodic work stand-by schedule
• Prepare and submit periodic IT user help desk reports to feedback on team’s performance
• First point of contact to manage major IT incidents and work with relevant resolver group
• Manage IT opportunities, risks and challenges pertaining to IT user help desk operations
• Continually look for ways to improve the overall support services through knowledge and process management
• Ensuring compliance to IT policy and guidelines
• Pro-active/self-starter with “can-do” attitude and willing to learn

Your Profile

• BA in computer science or similar background, alternatively an equivalent qualification
• Strong technical skills in windows based client environments with the respected support tools (remote desktop, ticketing tools). Certified in Microsoft Windows operating systems is advantageous.
• Skills in ITIL Processes for IT Service Management
• Several years of experience in giving IT support to a distributed sales and production organization
• Several years of hands on experiences in running core IT services (file, print, active directory, telephony)
• Strong inter-cultural experience
• Reigonal support experience in the region preferred
• Experience in leading a team (3-5 staffs)
• Experience in providing training and presentation to end-users
• Implementation of projects and rollout of client machines in multiple locations
• Experience on MS365 Online Application support - include Office, OneDrive, Outlook, SharePoint, Teams and Modern authentication
• Exposure to Digital Workplace for end-user environment
• Managing of IT Assets, software licenses and on-boarding/off-boarding IT process

What we offer

• being encouraged to think and act entrepreneurially
• working in global teams and projects
• developing yourself professionally

Are you interested? Please apply online through our application management system! We are looking forward to welcoming you.
Location: Singapore| Working hours: Full-time Apply now under: www.biotronik.com/careers Job ID: 52881 | Contact: Human Resources
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by law.