Smith & Nephew Looking for IT Onsite Support Specialist at Kharadi, Pune, Maharashtra Full Time

Role Overview: Working with sophisticated environment, this customer facing role provides IT technical support to S+N employees up to Exco level, typically “onsite” at S+N offices around the globe. The ratio of Role per employee can be as high as 1:1000. Predominantly centered on PC / laptop issues, it can also involve fix and resolving issues with all aspects the IT infrastructure and landscape. The role provides an “eyes & ears” service to all other IT teams activity is subject to a wide range of standards, policies and procedures.

The role also includes the configuration, imaging, deployment of PC’s, laptops, other IT equipment, including AV systems.

Key responsibilities:
Evaluate, prioritize and respond to requests for assistance from all S+N employees experiencing problems with hardware, software, client networking, telecommunications and audio-visual and other IT related technologies and document all activity in the ServiceNow platform. This can be all areas of S+N business, including critical manufacturing environments.. Arrange face-to-face consultations where required. Provide remote IT support for complex or raised tickets from the IT Service Desk and for Sales / remote employees. Conduct all activity to achieve a Customer Happiness rating above 90%. (40%)

Configuration, imaging, testing and deployment of hardware following specific configuration checklists and processes whilst maintaining accurate asset management data. (20%)

Provide “eyes and ears” local IT support (and translation service where appropriate) on behalf of Central IT Teams and 3rd party providers. This is often during the course of P1 and P2 business impacting Major Outages. Facilitate and supervise any IT 3rd party arriving to S+N offices for the purposes of technical support activity. (10%)

Support both Central IT and S+N Facilities functions for (+significant) projects and desk moves in relation to employee and site IT equipment (10%)

Provide orientation to new employees with regards all aspects of IT equipment and IT support services. Be proficient in core technology i.e. Microsoft O365 products, in order to train and educate S+N employees (10%)

Other: support M&A activity where required, actively support the ongoing creation and maintenance of the ServiceNow Knowledge Database, engage in both Audit and BCP/DR activity as the need arises (10%)

Experience:
3-5 years relevant IT experience with specific knowledge of:
Active Directory user and computer management

Endpoint Manager

Identity Access Management / SSO / MFA / SAML authentication

Client OS (Win 7, Win 10, Win 11)

Mobile Device Management

Networks (LAN, WIFI, WAN, DNS, DHCP, routing

MS Office applications

Hardware support – servicing Desktops, Laptops, Servers

Scripting PowerShell

Databases including SQL

AWS / Azure – IaaS/PaaS

Exchange / Office 365 Mail

OneDrive/SharePoint

Teams (including Conferencing, Phone integration, Teams Rooms, …)

Phone systems, VOIP, SIP

ERP Systems – SAP/Navision

Licenses/ Certifications: ITIL v3 Foundation

Job Location: Pune, India

Work Shift – Flexible to work in rotational shifts.

Competences:
Working in a pressurized and independent environment without constant strategic direction

Tenacious in finding accurate solution and root cause to issues

Strong customer services skills

Understanding the criticality between technology and business operations and prioritizing conflicting activity from multiple partners and customers

Excellent working within a team

Ability to find opportunities to improve operational and technical processes

Excellent time management and planning skills

Comfortable supporting senior level customers

Physical Demands:
Ability to get to all users’ operations and computer facilities.

Ability to travel to project locations as the need arises

Able to meet deadlines, frequent assignment changes, periodic full workload, constantly evolving technology, and dynamic business growth.

Requires ability to concentrate on detailed technical tasks for sustained periods of time.

Requires the ability to operate computer, printer, copy machine, calculator, other general office equipment, and to record written information.

Travel Requirements: