Site Engineer - IT 2nd Tier support
Cochlear

Job Info

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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 regional 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

Business Partnering / Vendor Management

• Work with local site management identify local needs and devise/deliver action plans based on alignment with line manager and prioritized accordingly
• Work with vendors to schedule and perform local maintenance where required and engage when necessary to resolve technical problems with equipment and software.
• Partner with the functional groups within the location supported to provide a supportive, innovative and flexible working environment
• Identify opportunities to improve local services and make recommendations to the Line Manager to deliver IT solutions aligned with business needs/goals.

Key Requirements

To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:

Minimum

• Minimum of 4 years of experience in IT service support, aligned with ITIL framework principles, to ensure effective service delivery.
• Hold an MCSA, MCP, or possess equivalent work experience that demonstrates technical proficiency.
• Proficient in troubleshooting and providing technical support for Microsoft 365 client-side applications.
• Demonstrated knowledge of Microsoft Intune, including the understanding of how to configure and manage Intune policies for mobile devices, such as smartphones and tablets. With familiarity with MDM best practices, mobile security, and compliance policies and experience in enrolling and provisioning mobile devices through Microsoft Intune.
• Familiarity with hybrid work environments integrating ITIL Framework and Agile methodologies.
• Strong knowledge of computer programming, various programming languages (e.g., Java, SQL), networking, server configuration, software implementation, data analysis, basic scripting, and IT security concepts.
• Proven ability to operate effectively within structured frameworks, ensuring high-quality work and accurate performance reporting.
• Understanding of on-site infrastructure management related to IT facilities, including structured cabling, UPS systems, and local communications room availability.
• Experience in supporting meeting and collaboration room technologies, including Microsoft Teams, Crestron, and Logitech programming.

Total Rewards

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

• Pay Range: $34.62 - $36.06 an hour, $72,000 - $75,000 annually based upon experience, as well as an annual bonus opportunity of 7.5% of base pay/salary. Exact compensation will be determined based on skills and experience.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.

Who are we?

Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind - thinking about their needs.

For this reason, our products, services and support will continue to evolve and improve. We are by our customers' side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people's lives and working in an organization where they can be part of bringing the mission to life each day.

Physical & Mental Demands

The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual is regularly required to be in a stationary (seated/standing) position; utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving/critical thinking skills to discern and convey information. May be asked to occasionally transport/move up to 30 pounds, depending on the position. Specific vision abilities required by this job include ability to adjust focus. The individual is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures and processes to customers (whether internal or external). Influence, organization/classification of information and planning are also required.

The work environment is that of an office work environment and will required to be in office and represents those an individual may encounter while performing the essential functions of this job.

Apply now by completing your application form online. Applicants must meet the job specific application criteria to be considered. Visit our careers site at www.cochlear.us/careers to learn more.

Cochlear Americas is an Equal Opportunity, Affirmative Action Employer and provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state or local law. In addition, Cochlear will provide reasonable accommodations for qualified individuals with disabilities. If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549.

This job has expired.