Innovation starts from the heart. At Edwards Lifesciences, we’re dedicated to developing ground-breaking technologies with a genuine impact on patients’ lives. At the core of this commitment is our investment in cutting-edge information technology. This supports our innovation and collaboration on a global scale, enabling our diverse teams to optimize both efficiency and success. As part of our IT team, your expertise and commitment will help facilitate our patient-focused mission by developing and enhancing technological solutions. 

How you will make an impact: 

• Provide on-site IT related Software and Hardware support to assist in the installation, integration and maintenance of computing devices.
• Configure and manage customer workstation, portable computing devices and peripherals (Following defined imaging and deployment processes) 
• Troubleshoot and repair hardware and/or Software for desktops, laptops, peripheral equipment and other IT related hardware (Tier 1/2)
• 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
• Perform lifecycle upgrades and projects as directed
• Manage priorities based on Service requests and incident tickets while regularly updating tickets to reflect work performed 
• 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
• 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

What you’ll need: 

• Minimum of 2 years of work experience in IT L2 Support environment, including IT hardware/software experience, end user experience management.
• Technical degree/certificate in related discipline
• Microsoft Certified Desktop Technician - an advantage
  Proficient in English language.
• Proficient in Microsoft O365 applications
• Ability to perform IT hardware and software diagnostics and repairs (Laptops, Desktops, mobile devices, peripherals, handheld scanners, etc.)

What else we look for: 

• Effective cable management skills to maintain organized work stations and data closets 
• Ability to adapt and learn new technologies as needed
• Strong written and verbal skills
• Problem Solving skills including Trouble shooting techniques
• Strong customer service focused skills
• Strong organization and time management skills
• High level of professionalism during interactions with customers and vendors
• Experience using ITSM tools (e.g., ServiceNow) in an ITIL-based environment
• Experience with platforms and applications (e.g, Microsoft Office Suite, Microsoft Outlook/Office365, Microsoft Edge, Windows 11, Active Directory, Virtual Private Network (VPN), Multi-factor authentication (MFA)