Lead Technician

ConvaTec Inc.; England; Hybrid; USD 30,000 - 60,000; Full time

Job description

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com
At Convatec, we’re transforming our business for the better. Better products. Better ways of working. And better ways of delivering for our customers and each other. We’re aiming for nothing short of excellence. Join us on our journey to #ForeverCaring as a Lead Technician, and you’ll do the same.

Position Overview:

An exciting opportunity for a multiskilled IT Support technician fluent in French and English, who is required to support the expanding Home Service Group business. The successful candidate will provide high quality support to public facing customer service teams and fast-moving distribution centres, both onsite and via remote connection across the UK and France.

The successful candidate would need to demonstrate a wide-ranging set of IT skills to provide 1st and 2nd level support to end users, responding timely and effectively to issues and incidents, and supporting compliance with regulatory needs in both countries. Additionally, the ability to communicate technical details effectively in both French and English and to all levels and areas of the business will be essential.

Key Responsibilities:

• Help to get the most from our technical teams in the UK, US, and France.
• Collaborate and support all IT teams.
• Be an effective communicator, appropriate for technical teams and business teams.
• Own issues to resolution or effectively hand them over for continuity.
• Support and maintain IT infrastructure at all HSG sites UK and France.
• Maintain day to day operation with minimal disruption.
• Help manage and support Amcare/HSG service desk functions.
• Provide prompt/friendly support to end users with all IT issues.
• Provide prompt application support to users.
• Provide a technical link to suppliers and wider teams to support application use.
• Help ensure maximum effectiveness of business applications.
• Demonstrate continual development and ensure skills/knowledge remain relevant/up to date.
• Support/Lead HSG technical incident management.
• Liase with suppliers and wider teams to resolve incidents in the fastest possible time.
• Demonstrate effective communication as appropriate to all levels of the business.
• Demonstrate effective documentation.
• Support in the development, implementation and testing of technical projects.
• Support Technical Leadership to maintain governance, quality and control in all areas.
• Support/participate in change management and project management processes.
• Ensure security, privacy and data protection are a top consideration.
• Support management and security teams with investigations and recommendations.
• Proactively maintain personal skills and knowledge.

Skills & Experience:

• Minimum 3 years of IT support experience in large office and/or warehouse environment.
• Demonstratable technological and IT experience.
• Network and Infrastructure (Cabling, Routing, WiFi and Security).
• Network configuration and management.
• Server (setup, management, and Security).

Qualifications/Education:

• The candidate must be fluent in speaking & communicating in English and French.
• A wide-ranging knowledge of information and communication technologies.
• Degree (or equivalent) ICT related discipline.
• Demonstrated understanding of best practice (ITIL, Change Management, Service Delivery).
• Windows devices (Laptop & Desktop) build and support.
• Multi-function printers and Document Scanners.
• Software installation and validation.
• Phone and mobile devices (setup, configuration and MDM).
• Application management and guidance (Microsoft applications/Talkdesk, etc).
• Awareness of Distribution Centre hardware (digital scanners, barcode printers, work bench printers, cutting systems).
• Simple maintenance tasks for a range of hardware devices.
• First line support (via phone/email).
• Second line support & understanding of problem escalation.
• Issue/problem recording, documentation, and reporting.
• Asset management/control.
• Experience of warehouse and distribution centre systems (desirable).
• Experience of public facing contact centres (desirable).
• People/service focused.

Our products make a big difference every day. So will your contribution. The work you do will mean more, because it’ll make things better for your team, our business or our customers’ lives. It’ll inspire you to deliver to your very best. And we’ll be right behind you when you do.

This is a challenge more worthwhile.

This is work that’ll move you.

#LN-CB1

#LN-Hybrid

Beware of scams online or from individuals claiming to represent Convatec

A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.

If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at [e-mail].

Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

Notice to Agency and Search Firm Representatives

Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

Already a Convatec employee?

If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!