Change people's lives and love what you do! Cochlear is the most recognized brand in hearing health care.

Site Engineer - IT 2nd Tier support

Change people's lives and love what you do! Cochlear is the most recognized brand in hearing health care.

Last date to apply is Friday, March 22, 2024

Position Spotlight:

• Do you have 4+ years of experience working in IT service support? In Hybrid ITIL / Agile environments?
• Are you looking for the opportunity to improve and acquire technical skills in new technologies and to gain exposure to leading releases of different technologies that sit in the IT Infrastructure and security space?
• Do you have your MCS or MCP and experience providing technical support for Microsoft 365 client-side application?
• This is an opportunity to work with a global organization spanning sales in over 100 countries.
• This position requires an in office work environment being onsite in our Lone Tree, Colorado location.

About the role

Cochlear is helping people hear, and be heard, all over the world. Come be a part of our amazing mission! This is a fantastic opportunity to join the IT Service & Delivery team at the global leader in implantable hearing devices! Cochlear is helping people hear, and be heard, all over the world. In this role, you will be based in our Americas head office in Lone Tree, CO. You will be in office daily to support the business in this role.

Your success in this role is measured by your ability to organize and maintain all site related operations, procedures and small projects to ensure the operational IT continuity of the site you are responsible for. In this role you will be collaborating with the Global Service Desk and other Global Site Services, Applications, and Infrastructure teams that are key to delivering and maintaining support to the site that meets and exceeds agreed Service Level Agreements (SLA's).

In this position you will be providing specific IT Infrastructure Application expertise to allow continuity of service to be maintained. The role will collaborate with global peers and provide recommendations and enhancements to the global toolsets and processes to improve the customer experience globally. You will be building local trusted relationships and maintaining regular communication to end users through use of the implemented IT Service Management toolset, IT processes and policies.

Key Responsibilities

Customer Service Delivery

• Provide prompt 2nd Tier support to end user incidents and requests to resolve operational problems, Hardware, Application and Software support.
• Provide 2nd Tier IT end user support and work collaboratively with the relevant teams or customers to meet agreed SLA's and standards.
• Provide technical support & insights regarding system issues, in accordance with Cochlear internal policies and procedures. Identify trends in the environment and look for ways to remediate on an ongoing basis.
• In accordance with the Global Information Technology ITIL strategy, align to the Incident Management and Request Fulfilment processes
• Install and configure software within established standards and guidelines.

Asset and Knowledge Management

• Adhere to Computer System Validation requirements.
• Create and Update knowledge articles to ensure relevancy is maintained and look to share knowledge to allow the Global Service Desk to resolve where appropriate.
• Work as a part of global support team and engage with overseas support teams on an ongoing basis to share experience and leverage best practice.

Continual Service Improvement

• Identify ways to streamline and improve processes.
• Through problem solving identify processes that are repetitive and low value add in nature and make suggestions for automation / orchestration where applicable.
• Identify ongoing repetitive issues in the environment and research fixes to ensure remediation occurs.
• Build r gional expertise and support across agreed Infrastructure Applications that ensures local support is timely and delivered in region.
• Use independent thinking to collaborate and share ideas with global counterparts around standardization and implementation of best practice.
• Maintain the local operational requirements onsite around UPS, Cabling and comms room to ensure the local operation remains available.
• Work with Tier 3 teams to gather information to troubleshoot complex technical issues and collaborate on the testing and deployment of fixes.

Initiative Delivery

• Provide assistance and technical knowledge to aid in the implementation of global initiatives and deployments aligned to country / region.
• Be the local onsite resource that works with the relevant infrastructure teams to capture local site information requirements to roll up for deployment of global initiatives
• Collaborate with relevant Delivery leads to act as the implementation resource in deployment of new initiatives