IT Service Support Specialist

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Ambu is looking for an IT Support that acts as hands and feet activities related to IT Support (onsite), and is responsible for the “day-to-day” delivery of the IT activities.

IT remote support for remote offices.

Responsible for addressing and escalating service failures (Logging and handling tickets). The IT Service Support Specialist must follow all Global IT QHB and SOP.

This is an individual contributor role, but working and collaborating with Global colleagues.

Areas of responsibility:

1. Responsible to ensure that IT onsite activities will be executed. Guide users on how to get support, ensuring that all IT issues have tickets logged by the users, and Global IT processes are followed.
2. Ensures IT Knowledge is captured and promoted across stakeholders globally.
3. Supports Global Incident Management Process and all Global IT Processes.
4. Support on Microsoft O365, User Administration, Mobile devices, meeting/Teams room and A/V Equipment, printer services, on/offboarding, Software installation, Coordinate software licenses with Global IT, and adhere to Global IT policies.

Printing Services:

Services to support and maintain printing such as toner replacement, printer consumable stock, move and printer set up.

IT Equipment:

Stock Management (Including inventory), laptop setup/repair/purchase/disposal/imaging in agreement with Corporate policies and supplier.

Mobile and telephony – Configuration and device wiping.

Meeting Rooms:

Lenovo Smart Hub Set up, hardware and accessories order, initial troubleshooting and escalation.

Network:

Initial troubleshooting and escalation to Infrastructure, and where required hands and feet.

Applications Support:

Basic support for some local applications where applicable.

• Provide “heads and feet” support in the global hub.
• Support APAC remote sites with IT Support and Services.
• Properly escalate unresolved issues to the appropriate IT team and/or R&D, facility team, either the internal level 3 support team or external suppliers, for a permanent fix or further investigation and expertise.
• Support Global IT project implementation and processes.
• Other duties as assigned.

Qualifications:

• Qualifications in IT support or computer science.
• Strong oral and written communication skills in English.
• Minimum 5 years of experience in an IT support or help desk role, preferably in the IT or technology industry.
• Strong technical skills, including knowledge of Windows operating systems, Microsoft Office suite, and common software applications.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues.
• Effective communication skills, both written and verbal, to interact with clients and team members.
• Ability to work independently and as part of a team, with a focus on providing exceptional customer service.
• Relevant certifications (e.g., ITIL, CCNA, CompTIA) would be an advantage.
• Cross-culture communication: Collaboration with colleagues from diverse cultural backgrounds, ensuring effective communication and understanding.
• Provide on-call support during off office hours when required.

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About Ambu:

Since 1937, breakthrough ideas have driven our work to bring efficient healthcare solutions to life within our fields of excellence: Anaesthesia, Patient Monitoring & Diagnostics, and Emergency Care. Millions of patients and healthcare professionals worldwide depend and rely on the functionality and performance of our products.

We are dedicated to improving patient safety and determined to advance single-use devices.

The manifestations of our efforts range from early inventions like the Ambu Bag resuscitator and the legendary BlueSensor electrodes to our latest landmark solutions such as the aScope endoscope – the world’s first single-use flexible video scope. Our commitment to bringing new ideas and superior service to our customers has made Ambu one of the most recognised medico-technical companies in the world.

Our head office is situated near Copenhagen in Denmark. Ambu employs approximately 4,200 people in Europe, North America, and the Asia Pacific.

For more information, please visit www.ambu.com.