Senior Technical User Support Analyst - Executive AV Support

Medtronic; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading healthcare technology company in Dubai is looking for an IT Support Specialist to resolve complex technical issues for executive clients. The ideal candidate will have over 4 years of experience and strong problem-solving abilities, with expertise in various operating systems and video conferencing technologies. The role requires excellent customer service skills and offers a competitive salary and benefits package.

Benefits

Competitive salary

Flexible benefits package

Qualifications

• 4+ years of experience in IT support.
• Proven experience with A/V and video conferencing technologies.
• Strong customer service skills and positive attitude under pressure.

Responsibilities

• Resolve complex technical issues without guidelines.
• Lead projects for executive clients and their needs.
• Monitor helpdesk activities to proactively address issues.

Skills

Customer service mindset

Problem-solving

Technical troubleshooting

Communication skills

Education

Relevant diploma

Tools

Microsoft Windows

MacOS

Microsoft Office & Outlook

Zoom/WebEx/Teams

Job description

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life We believe that when people from different cultures, genders, and points of view come together, innovation is the result —and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive. Our unwavering commitment to inclusion, diversity, and equity (ID&E) means zero barriers to opportunity within Medtronic and a culture where all employees belong, are respected, and feel valued for who they are and the life experiences they contribute. We know equity starts beyond our workplace, and we must play a role in addressing systemic inequities in our communications if we hope to have long-term sustainable impact.

In this position, you are expected to work at the Medtronic Eurasia Headquarters in Dubai, United Arab Emirates supporting the locally based Executives.

Responsibilities may include the following and other duties may be assigned:

• Resolve complex technical issues without using prescribed guidelines
• Isolate and determine root cause of complex technical problems through any necessary means; work on problems of moderate to difficult scope, routinely requiring ingenuity and innovation, and where analysis of situations or data require a rapid and in-depth evaluation of various factors
• Resolve issues with the utmost urgency, leveraging quick and accurate decision-making to determine if they can be resolved independently or if specialized assistance must be engaged; partner with internal and/or external support resources as required
• Prioritize workload by assessing the individual and business impact of problems
• Monitor helpdesk activities and trends in an effort to proactively address issues that may impact client base
• Communicate all scheduled and non-scheduled outages that impact client base
• Independently set daily objectives, priorities, and work direction
• Lead projects and/or project teams to serve business needs for the organization and this executive client base
• Serve as the IT/AV SME for offsite meetings coordinating all related needs with external vendors and advising meeting organizers on their needs as appropriate
• Partner with internal and external AV resources to coordinate any needed support for executive participation in meetings
• Communicate relevant technical issues, upcoming executive events of note, and projects impacting executives to IT leadership, to ensure transparency and visibility
• Assist with site Infrastructure needs at the Dubai location
• Other responsibilities and tasks as requested by the executive client base and/or as assigned by Management.

Required Knowledge and Experience:

• Relevant diploma and 4+ years of experience
• Experience supporting: Microsoft Windows, MacOS, iOS, Microsoft Office & Outlook, Web-based applications, Wireless networking, Hardware components of a PC, IP Printing, A/V and Video Conferencing Technologies, Zoom/WebEx/Teams and Similar Technologies
• Preferred certifications as following: Dell hardware certifications, A+ Certification and/or any Microsoft Certified Professional from the MCSE track, ITIL Foundation or Masters Certification
• Strong customer service mindset and a dedication to meeting customer needs
• Problem solving capabilities to a wide range of difficult problems
• Ability to work with a positive attitude towards customers even under pressure.

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people.
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here