Job Description

IT Support Specialist, 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 Specialist’ 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)
• Manage and liaise with external IT vendors.

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
• 3-5 years’ experience in an IT support role
• Experience with end user phone support for technical and non-technical users – strong communication and customer service skills a must
• Experience supporting end users, endpoint devices (including desktops, laptops, tablets and smart phones), back office applications in a multi-site enterprise environment (>3500 Devices)
• Experience using remote control software to diagnose user and computer issues
• Experience with networked computer imaging systems
• Experience with troubleshooting and supporting Wi-Fi and VPN clients
• Experience working in a multi-tiered IT support environment using service desk tools (ticketing system)
• Excellent oral & written communication and interpersonal skills & customer orientation
• Solid analytical and problem solving skills
• Experience with knowledge base (KB), Wiki platforms, and task management systems (Jira)
• Knowledge of networking and application concept

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
Job ID: 54544 | 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.