Site Engineer

Cochlear; Hannover; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

Join a leading company in implantable hearing solutions as a Site Engineer, responsible for site-related technical support and ensuring operational IT continuity. The ideal candidate will have extensive IT support experience and strong knowledge of Microsoft technologies, contributing to organizational efficiency and delivering high-quality service.

Qualifikationen

• At least 4 years of relevant IT Service Support experience.
• Strong technical background in Microsoft technologies.
• Good knowledge of networking, servers, applications, and security concepts.

Aufgaben

• Provide 2nd Tier support to end-user incidents and requests.
• Collaborate with Global Service Desk and other teams.
• Monitor incidents and problems, providing regular status updates.

Kenntnisse

Technical Support

Customer Focus

Analytical Thinking

Communication Skills

Ausbildung

ITIL V4 Foundation Certification

MCSA/MCP or Similar Certification

Tools

Microsoft O365 Suite

IT Service Management Toolset

Jobbeschreibung

The Opportunity to make a difference

As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a full life of hearing. We aim to provide the best lifelong hearing experience and access to innovative future technologies. We collaborate with the industry's best clinical, research, and support networks. That's why more people choose Cochlear than any other hearing implant company. Join us to learn and grow as we tackle the most complex challenges in helping more people hear and experience life's opportunities.

This is a fantastic opportunity for an experienced Site Engineer (Onsite Engineer) to provide technical support for all site-related operations, procedures, and projects to ensure organizational efficiency and effectiveness.

Key responsibilities

The Site Engineer organizes and maintains all site-related operations, procedures, and small projects to ensure the operational IT continuity of the sites they are responsible for.

This role collaborates with the Global Service Desk, other Global Site Service teams, Applications, and Infrastructure teams to deliver and maintain support that meets and exceeds Service Level Agreements (SLAs).

Builds local trusted relationships and maintains regular communication with end users through the use of the IT Service Management toolset, IT processes, and policies.

Your important contributions include:

Customer Service Delivery

• Provide prompt 2nd Tier support to end-user incidents and requests, resolving operational problems related to hardware, applications, and software.
• Support Tier 1 IT end-user support and collaborate with relevant teams or customers to meet SLA standards.
• Understand regional data and metrics to identify improvement opportunities and benchmark performance.
• Provide technical support and insights regarding system issues, following internal policies and procedures. Identify trends and suggest remediation strategies.
• Align with the Global ITIL strategy, including Incident Management and Request Fulfilment processes.
• Monitor incidents and problems, providing regular status updates to customers.
• Advise on the use of Cochlear-provided assets and systems.
• Provide IT induction training to new employees.
• Understand and adhere to SLA agreements, following escalation procedures to minimize breaches.
• Install and configure software within established standards.
• Resolve and escalate all IT operations activities within the sites.

Skills and Experience

To succeed in this role, demonstrate:

Minimum:

• At least 4 years of relevant IT Service Support experience based on the ITIL framework.
• MCSA, MCP, or similar certification or experience.
• Strong technical background in Microsoft O365 Suite.
• Knowledge of mobile devices and related technologies.
• Understanding of hybrid working environments using ITIL and Agile methodologies.
• Good knowledge of networking, servers, hosting, applications, scripting, and security concepts.
• Ability to operate within structured frameworks, deliver high-quality work, and report accurately.
• Understanding of operational management related to facilities, cabling, UPS, and comms rooms.
• Support for meeting room technologies.
• Key competencies include achieving outcomes, customer focus, accountability, analytical thinking, and strong communication skills in English.

Ideal:

• More than 5 years of IT Service Support experience in hybrid ITIL/Agile environments.
• Strong knowledge of Microsoft Technologies.
• Understanding security concepts and data protection policies.
• Ability to act locally while understanding global impacts and standards.

Certifications

ITIL V4 Foundation certification is required.

This role may require working outside regular hours, including evenings and weekends, and occasional travel for project support or team coverage.

If your skills and experience align with this role, apply now! We review applications continuously, so submit yours promptly.

#TogetherCochlear