Assoc Tech User Supp Analyst

Medtronic; Bogotá ciudad; Presencial; COP 42.000.000 - 66.000.000; Jornada completa

Descripción de la vacante

Medtronic is seeking an IT Support professional to serve as a key contact for LATAM employees, delivering technical support and ensuring effective use of workplace technologies in Bogotá, Colombia.

Responsibilities include resolving hardware, software, and connectivity issues, managing incidents via ITSM tools, and collaborating with cross-functional IT teams to maintain business continuity. A Bachelor’s degree in a technical field and English at B2 level are required.

Formación

• Bachelor's degree in Information Technology, Computer Science, Systems Engineering, Software Engineering, Telecommunications, or related field.
• English proficiency at least B2.
• 2+ years in IT Support, Help Desk, Service Desk, Technical Support, or End-User Support environments.
• Working knowledge of Microsoft Office Suite and collaboration tools (Outlook, Excel, Word, PowerPoint, Teams).
• Experience using ITSM tools and ticketing systems (ServiceNow or similar).
• Basic networking knowledge (routers, switches, connectivity).
• Strong customer service skills.

Responsabilidades

• Resolve technical problems in a call center/help desk environment.
• Provide technical support for software/hardware and user training.
• Collaborate with cross-functional teams to restore service and maintain business continuity.
• Maintain incident records and troubleshoot PC/server/mainframe issues.
• Address questions on procedures, online transactions, and system status.
• Interact with network services and development teams to identify problems.
• Recommend system modifications to reduce user problems.

Conocimientos

English Proficiency

Customer service

Troubleshooting

Problem solving

Educación

Bachelor's degree in Information Technology/CS/SE/Telecommunications

Herramientas

ITSM tools (ServiceNow)

Microsoft Office

Descripción del empleo

A Day in the Life

We're a mission-driven leader in medical technology and solutions with a legacy of integrity and innovation. Work with us to incentivize better patient care and partner across the industry to make healthcare more affordable and accessible. Be a part of a community of experts committed to ensuring quality, affordable healthcare worldwide. In this role, you will serve as a key point of contact for employees across LATAM, providing technical support and ensuring the effective use of workplace technologies. You will troubleshoot hardware, software, and connectivity issues, manage incidents through IT service management tools, and collaborate with cross-functional IT teams to deliver seamless user experience and maintain business continuity. Onsite position based in Bogotá, Colombia.

Responsibilities

• Resolve technical problems that originate by telephone in a call center/help desk environment
• Use expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products
• May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products
• Provide technical support to users for either PC, server or mainframe applications and hardware
• Answer questions regarding system procedures, on-line transactions, systems status and downtime procedures
• Interact with network services, software systems engineering and/or applications development in order to restore service and/or identify problems
• Maintain a troubleshooting tracking log ensuring timely resolution of problems
• Recommend systems modifications in order to reduce user problems

Required Knowledge and Experience

Bachelor's degree completed in Information Technology, Computer Science, Systems Engineering, Software Engineering, Telecommunications, or a related technical field

English Proficiency (minimum B2 level required)

2+ years of experience in IT Support, Help Desk, Service Desk, Technical Support, or End-User Support environments

Working knowledge of Microsoft Office Suite and collaboration tools, including Outlook, Excel, Word, PowerPoint, and Microsoft Teams

Experience using IT Service Management (ITSM) tools and ticketing systems such as ServiceNow or similar platforms

Basic knowledge of networking concepts, including routers, switches, and network connectivity troubleshooting

Strong customer service skills

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.

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

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. We change lives. Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That's who we are.

Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives. We build extraordinary solutions as one team. With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough.

This life-changing career is yours to engineer. By bringing your ambitious ideas, unique perspective and contributions, you will Build a better future, amplifying your impact on the causes that matter to you and the world Grow a career reflective of your passion and abilities Connect to a dynamic and inclusive culture that welcomes the challenge of life-long learning

These commitments set our team apart from the rest: Experiences that put people first. Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need.

Life-transforming technologies. No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms. Better outcomes for our world. Here, it's about more than the bottom line. Our Mission to improve human welfare drives us.

We advance healthcare, society, and equity with every design, inside and outside our walls. Insight-driven care. Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care

It is the policy of Medtronic to provide 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, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

For sales reps and other patient facing field employees, going into a healthcare setting is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support.

This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here.

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