Senior Service Delivery Specialist - Emea (Hybrid)

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 it!

Job Title: Sr Service Delivery Specialist

Department: IT

Manager/Supervisor: Manager, IT Service Delivery

SOP Group: IT

Classification: Non-Exempt

Position overview:

The Sr Service Delivery Specialist is responsible for supporting the daily IT operations of Insulet Corporation as part of the IT Service Delivery Team. The Sr Service Delivery Specialist will be available as a technical escalation point for 1st and 2nd line IT technical support. This hands-on position is a member of the broader Global IT Service Delivery Team and will work closely with the staff to improve productivity, quality of service, and customer satisfaction.

This role will provide Tier 1, 2 and 3 technical support to system users including troubleshooting network and server hardware, personal computers & endpoints (PC, Mac, iOS, Android), software applications, telecommunications, and network communication issues while ensuring appropriate customer support service levels are met. This role will also deal with our IT suppliers to deliver custom solutions.

The Sr Service Delivery Specialist is a Windows support expert who has strong knowledge in Windows end point administration, MDM, scripting, and system administration with hands-on experience.

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.

• 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.

• Working with IT vendors to manage change and problem tickets.

Education and Experience:

• Demonstrable experience 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.

Education and Experience:

• Bachelor's degree or higher or directly relevant military service assignments.

• Experience in IT Desktop Support/Help desk role

• Excellent Windows and server support skills.

• Strong experience with using and administrating VMWare/Work Space One or Microsoft Intune.

• ITIL v3/v4 Certification a strong plus.

• ServiceNow Certification a plus.

• Relevant IT certifications (CompTIA A+, MCSE/MCSA/AZURE Cloud, CCENT, VMware AirWatch, Apple, etc.) a plus.

• Experience of coaching and supervising teams and managing the workloads for others.

Skills / Competencies

• Ability to apply ITIL principles to an IT Service Delivery organization

• Ability to communicate highly technical information to customers, clients and business users who may not understand IT terminology.

• Ability to approach technical challenges from a business perspective.

• Ability to rapidly identify, evaluate, and resolve conflicts and complaints.

• Strong organizational skills and ability to plan and prioritize work while responding flexibly to changing priorities.

• Self-motivated and uses initiative to proactively resolve problems. Deals with conflicting priorities calmly, reliably, and effectively.

• Experience working with a Service Management tool to update and close incidents.

• Experience installing and troubleshooting Mac Operating systems.

• Experience installing and troubleshooting applications across a variety of systems environments.

• Experience with Apple and Android mobile products and MDM provisioning.

• Experience installing and troubleshooting applications across a variety of systems environments.

• 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.

Travel / Schedule

• Up to 15% EMEA Travel Possible

NOTE: This position is eligible for hybrid working arrangements (requires on-site work from an Insulet office at least 1x/week; may work remotely other days). #LI-Hybrid

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