IT Service Delivery Specialist

3 weeks ago

Malaysia Insulet Corporation Full time

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.
- We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on itJob Title: IT Service Delivery Specialist

Department: IT

Manager/Supervisor: Manager, IT Service Delivery

FLSA Status: Non-Exempt

SOP Group: IT

Position Overview:
The IT Service Delivery Specialist is responsible for supporting the daily IT operations of Insulet Corporation as part of the IT Service Delivery Team. This hands-on position is a member of the broader Global IT Service Delivery Team and will work closely with the IT Service Delivery staff to improve productivity, quality of service, and customer satisfaction.

**Responsibilities**:

- Respond to requests for technical assistance in person, via phone, and electronically for the following technologies:

- Windows OS based end points (Laptops, Desktops & Thin Clients), Tablets & Smartphones (IOS & Android), Microsoft Office, basic network connectivity, etc.
- Diagnose and resolve technical hardware and software issues via the helpdesk system.
- Respond to, and drive resolution of incidents and service requests using available information resources.
- Work with the IT Systems Team to address and triage system issues and identify improvement opportunities.
- Log all help desk interactions escalating situations requiring urgent attention to IT Management.
- Supporting AV and Video Conference equipment setup.
- Document resolutions within helpdesk knowledgebase.
- Provision IT resources for new hires, including the setup and breakdown of workstations.
- Follow established IT policies and procedures.
- Performs other duties as required.

Education and Experience:

- 5+ years of desktop support experience preferred.
- The ability to troubleshoot and problem solve using a variety of support resources a must.
- ITIL v3/v4 familiarity and/or certification a plus.
- ServiceNow Certification a plus.
- Other relevant IT certifications (CompTIA A+, MCSE/MCSA/AZURE Cloud, CCENT, VMware AirWatch, Apple) a plus.
- Excellent OSX desktop and server support skills
- Strong experience using and administrating JAMF

Skills/Competencies:

- Experience working with a Service Management tool to update and close incidents.
- Experience installing and troubleshooting Mac Operating systems.
- Experience with Apple and Android mobile products and MDM provisioning.
- Experience with endpoint management platforms (Microsoft SCCM, VMware AirWatch)
- Conceptual level of understanding of enterprise information security requirements.
- Strong communication and interpersonal skills to disposition high call volumes.
- Excellent customer service skills.
- Strong problem-solving skills.

Physical Requirements:

- Must be able to lift and transfer monitors and desktop systems (~20 pounds).

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