Specialist, IT OSS

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients- that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don't settle for the mediocre. Each of us is driven to help improve patients' lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Job Title: End User Support Services Specialist

Department: IT Support Services

Location:

Reports To: IT Manager - Global End User Services

Position Type: Full-Time

Job Summary:

The End User Support Services Specialist will provide technical support and assistance to end users within the Vantive organization. This role involves troubleshooting hardware and software issues, software license management, cert management, managing user accounts, Data Backup and ensuring a high level of customer service.

Key Responsibilities:

Technical Support: Respond to and resolve technical support requests via phone, email, and in-person. Install and support Windows OS including command line and client support, system configuration imaging and troubleshooting for Mac OS, Chrome OS, Android OS.

Troubleshooting: Diagnose and troubleshoot hardware, software, and network and mobility issues. remotely diagnose and correct common software, hardware or connectivity problems. Troubleshoot PC and mobile device issues including common OS, malware and security issues.

Ticket Management: Review and manage the active tickets in Service Now. Reporting of Service Now tickets.

User Account Management: Manage user accounts, permissions, and access rights in various systems.

System Maintenance: Perform regular maintenance tasks such as software updates, patches, and backups.

Documentation & SOPs: Maintain detailed records of support requests and resolutions in the ticketing system. Follow best practices & standards for safety, environmental impacts, and communication and professionalism.

Training: Provide training and guidance to end users on the use of hardware, software, and IT policies.

Collaboration: Work with other IT teams and Global IT team members to resolve complex issues and

implement new technologies. Participate & contribute to new IT related projects.

Budget Plan- To plan and execute the budget for IT services & solutions. Working with various stakeholders / Business / Local Management & finance team to work on the yearly IT budget & then follow the budgeting process on regular basis to procure & refresh IT hardware.

Working with vendors on IT Procurement, Raising purchase requisition, Capex / Opex / PO for IT procurement & Invoice processing.

Customer Service: Ensure a high level of customer satisfaction by providing timely and effective support.

Qualifications:

Education: Bachelor's degree in information technology, Computer Science, or related field preferred.

Experience:

Minimum of 6 years of experience in a technical support or end users support role.

Experience with Windows and macOS operating systems. Ability to create VDI / VMs & instances in cloud infrastructure. At least a certification in one of the technologies (AWS / Microsoft Azure / Google Cloud).

Good knowledge of Wintel servers' management.

Working knowledge of mobility solution (iPhone /iPad / BYOD etc. configuration)

Familiarity with network troubleshooting and basic network configuration.

Skills:

Strong problem-solving and analytical skills.

Excellent verbal and written communication skills.

Ability to work with multiple geographies in a multicultural environment.

Ability and maturity to manage Senior Level Stakeholders globally, regionally and locally.

Proficiency in using help desk ticketing systems.

Knowledge of Microsoft Office Suite and other common software applications.

Certifications: CompTIA A+, ITIL Foundation, or similar certifications preferred.

Work Environment:

Vantive is a leading provider of Kidney Care solutions, committed to delivering exceptional service and innovative products and solutions to our clients. Our team is dedicated to fostering a collaborative and inclusive work environment where every employee can thrive and grow.

Vantive: A New Company Built On Our Legacy

Baxter is on a journey to separate our ~$5B Kidney Care segment into a standalone company. Vantive* will build on our nearly 70-year legacy in acute therapies and home and in-center dialysis to provide best-in-class care to the people we serve. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us.

At Vantive, you will become part of a community of people who are focused, courageous and don't settle for the mediocre. Each of us are driven to help improve patients' lives worldwide. Join us as we revolutionize kidney care and other vital organ support.

*Completion of the proposed separation of Kidney Care from Baxter into a standalone company (to be named Vantive) remains subject to the satisfaction of customary conditions.

US Benefits at Vantive

This is where your well-being matters. Vantive offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical, dental and vision coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Aon Pooled Employer Plan ("Aon PEP"), Vantive's 401(k) retirement savings plan, to help you prepare for your future. The Aon PEP is designed to help improve retirement outcomes by providing retirement resources more efficiently. The plan offers a robust set of investment options, financial education, and a suite of resources to support your retirement goals.

We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees.For additional information regarding Vantive's US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Vantive

Equal Employment Opportunity

Vantive is an equal opportunity employer. Vantive evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Know Your Rights: Workplace Discrimination is Illegal

Reasonable Accommodation

Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Form Link

Recruitment Fraud Notice

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