Job Description

Edwards Lifesciences is expanding its global technology capabilities with the launch of a new IT Innovation Hub in Pune, India. The Hub strengthens the technology foundation that supports our business worldwide, working in close partnership with teams across regions to deliver reliable, high-quality solutions at scale.

Designed as a long-term investment, the Pune Hub will advance newer digital capabilities such as automation, data, AI, and cloud, and will include roles spanning end user services, application development, and enterprise platform teams.

Together, these teams will help Edwards operate more efficiently

and accelerate innovation in support of our mission of advancing patient care.

How will you make an impact:
• Configure and manage customer workstation, portable computing devices and peripherals (Following defined imaging and deployment processes)
• Perform daily support (moves, adds, changes, etc.) for desktops, laptops, peripheral equipment and other IT related hardware (ex. VOIP Phones, A/V support as applicable for your region, etc.)
• Manage installation of desktops, laptops, peripheral equipment and other IT related hardware
• Training users in various situations, educating them regarding use of hardware, its software and related systems. Training would be brief, one-on-one, small group, ad-hoc and hands on "How-to" instructions
• Perform lifecycle upgrades and projects as directed
• Manage priorities based on Service requests and incident tickets while regularly updating tickets to reflect work performed
• Troubleshoot and repair hardware and/or Software for desktops, laptops, peripheral equipment and other IT related hardware (Tier 1/2)
• Coordinate activities with third party vendors as needed (Order fulfillment, Warrantees, Project Needs, Vendor relations / feedback, and so forth)
• Provide appropriate visibility of costs related to service requests and comply to approval requirements
• Assist the business with tablet and mobile device support to meet operational / business needs
• Manage port connections to provide point of use network availability; Assist in answering Help Desk Calls from Users on an as needed basis
• Manage assets including physical and electronic identification and control

• Other incidental duties

What you'll need (Required):
• H.S. Diploma or equivalent

• Associate's Degree or equivalent in or technical degree/certificate in related discipline Preferred

• 4 to 6 years years experience of work experience including IT hardware/software experience Required

What else we look for (Preferred):
• Microsoft Certified Desktop Technician preferred
• Ability to manage users and PC's using Active Directory required
• Proficient in Microsoft suite of applications (Windows 2008 and Windows 2012 server, Windows 7, Microsoft Office and Outlook)
• Ability to perform IT hardware and software diagnostics and repairs (Laptops, desk tops, mobile computing devices, peripherals, IP Phones, handheld scanners, etc.)
• Ability to configure, use and maintain CISCO IP Phones preferred
• Effective cable management skills to maintain organized work stations and data closets required
• Ability to adapt and learn new technologies as needed
• Strong written and verbal skills required
• Problem Solving skills including Trouble shooting techniques required
• Strong customer service focused skills required
• Strong organization and time management skills required
• High level of professionalism during interactions with customers and vendors
• Using PC Images to configure computers for deployment / redeployment required
• Experience using Help Desk ticketing software to manage service tickets and document support provided
• Experience with platforms and applications (e.g, Microsoft Office Suite, Microsoft Outlook/Office365, Internet Explorer, Windows 7, Active Directory, Virtual Private Network (VPN), MobilePASS (one-time password software authentication solution for VPN access)
• Experience using Help Desk ticketing software to manage service tickets
• Good written and verbal communication, interpersonal, and relationship building skills
• Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control

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