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IT Specialist

Location: 

Cartago, Costa Rica, CR

Job Family:  Manufacturing
Country/Region:  Costa Rica
 

Job Function Summary:

 

 

Position's primary focus is providing end user support in Costa Rica to help and guide IT users in Costa Rica on the phone, mail, remotely or in the field to get back to normal IT Service.

The IT specialist is the first line of support, therefore it will be required to be available at any time in case of emergency.

 

Day to day support for users in Costa Rica, creating and solving cases in Global IT Service Management tool

The IT Specialist is responsibles of the first level support to the site providing professional and timely end-user support using published procedures, standards and Service Level Agreements (SLAs).  Conducting frequently monitoring of case performance and taking ownership of and follow-through high priority cases

 

Responsible of comunicate to the organization about any failure on the IT systems that might impact the continuty of the business and about any internal or external services issues like (internet, land line, movil) and provide an estimated fixing date/time.

Everything must be done in line with Global IT policies, standards, guidelines and the available IT Support tools.

 

For all production employees the IT speciliast is responsible of the following tasks:

 

  • Assigne the correct account (standard or proffesional) based on the manning plan
  • Configure the email account on the personal phones and the Colopalst Computers (in case of the IVC)
  • Restore the windows password when needed.
  • Restore the E1 password when needed.
  • Add the user to BioStar access control platform and assign it to the correct group
  • Support the installation, movement, configuration and maintenance tasks of the marking clocks.
  • Supports with the IT Operating Systems (OS), softwares available in Software Center, Autocad, Inventor, Edgecam and Mastercam.

 

For all Non-Production employees the IT speciliast is responsible of the following tasks:

 

  • Define and assign the correct user account – Standard vs Professional based on the manning plan.
  • Proper configuration of the phone and computer including required devices, like printers, 3D orbit mouse, etc, and have it ready before the colleage starts officially on his/her position.
  • Provides access to the shrared drives.
  • Activate and register the user in the corresponding group in the BioStar access control system based on the email sent by HR.
  • Restore the E1 password when needed.
  • Request and install special softwares like Visio, Project, Adobe Pro, etc.
  • Handles the POB cases platform with a reaction time between 1 and 5 days.
  • Supports the landline connections and configuration.
  • Supports the Audio/Video systems in the building like TV screens, Projectors, speakers, etc.
  • In case of virus detected, it will block the equipment and will re-install the system.
  • It will assign the movil number and plan based in the manning plan
  • Will configure the phone to make sure it has CP conectivity and all the required apps.
  • Supports the configuration of the SmartSign TVs
  • Provides maintenance to all IT equipment based on the maintence plan
  • Replaces damage parts on the servers (HDD, NAS,etc)
  • Configuration of the CCTV systems.
  • Responsible for the IT Printers (Cannon + HP), access control, support and configuration.

 

Major Areas of Accountability:

 

  • Set up workstations with computers and necessary peripheral devices (printers etc.) 
  • Check computer hardware (HDD, mouse, keyboards etc.) to ensure functionality 
  • Install and configure appropriate software and functions according to specifications 
  • Ensure security and privacy of computer systems 
  • Provide orientation and guidance to users on how to operate new software and computer equipment 
  • Organize and schedule upgrades and maintenance without deterring others from completing their work 
  • Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.) 
  • Maintain records/logs of repairs and fixes and maintenance schedule 
  • Installation of structured wiring.  
  • Maintenance and support of local servers
  • Asset control (inventory)
  • Install and configure computers, mobile devices and other end-user devices
  • Ensure efficient communication locally and with rest of Global IT to secure knowledge sharing and optimisation of the day-to-day work
  • Continuously improving and reviewing of IT processes in cooperation with Global IT
  • Support and maintain Global IT standards, guidelines and policies, training material, support information, technical issues, and guidelines from assigned work so they are properly documented and updated regularly in agreed containers
  • Knowledge sharing keeping yourself and the team updated on new implementations, documentation, and process updates;
  • Proactively engage in the Global IT Operations and Support roadmaps
  • Support troubleshooting and error correction on IT infrastructure components e.g. Server, network, telephony and network lines always in close collaboration with Global IT Operation and Support
  • Take responsibility of subject not coherent to Operation Excellence and involve IT responsible to the extend needed
  • Performing their job in compliance with the guidelines given
  • Drawing attention to the manager to any difficulties in understanding or following the guidelines
  • Drawing attention to inefficiency of the system

 

Essential Qualifications:

 

 

  • Degree in Computer Science, engineering or advance IT student with proven IT Supporter experience of 3-5 years.
  • Cisco courses, ITIL, and Cobit training.
  • C#, ASP, .Net, Java, HTML, CSS knowledge is required.
  • Experience working with SQL
  • Strong English skills, written and spoken, English Level: B1 – Intermediate level (base on the scale of the Common European Framework)
  • Have a professional and open-minded approach when collaborating in all levels within the organization and across business units
  • Responsive, results-oriented, self-managed, systematic and structured
  • Strong service orientation
  • Strong communication skills, written and spoken
  • Adheres to Global IT procedures, guidelines and policies
  • Consultancy mindset; having a professional and open-minded approach when collaborating in all levels within the organisation and across business units
  • Team player, responsive, result oriented, self-managed, systematic and structured
  • Service minded – the ability to provide "that little extra”
  • Loyal to Global IT procedures, guidelines, and policies
  • Degree in Computer Science, engineering or advance IT student with proven IT Supporter experience of 3-5 years.
  • Cisco courses, ITIL, and Cobit training.
  • C#, ASP, .Net, Java, HTML, CSS knowledge is required.
  • Experience working with SQL
  • Strong English skills, written and spoken, English Level: B1 – Intermediate level (base on the scale of the Common European Framework)
  • Have a professional and open-minded approach when collaborating in all levels within the organization and across business units
  • Responsive, results-oriented, self-managed, systematic and structured
  • Strong service orientation
  • Strong communication skills, written and spoken
  • Adheres to Global IT procedures, guidelines and policies
  • Consultancy mindset; having a professional and open-minded approach when collaborating in all levels within the organisation and across business units
  • Team player, responsive, result oriented, self-managed, systematic and structured
  • Service minded – the ability to provide "that little extra”
  • Loyal to Global IT procedures, guidelines, and policies
  • Degree in Computer Science, engineering
  • English Level: B2 – Upper - Intermediate level (base on the scale of the Common European Framework)
  • More than 5 years of experience on IT related positions.
  • Knowledge of Medical Industry processes.
  • Experience on regulated industries
  • CCNA certification is desirable
  • Certification as IT Technician will be an advantage (e.g. CompTIA A+, Microsoft Certified IT Professional) 

 

Required Knowledge, Skills and Abilities:
 

  • Excellent diagnostic and problem-solving skills 
  • Outstanding organizational and time-management skills 
  • In depth understanding of diverse computer systems and networks 
  • Good knowledge of internet security and data privacy principles, certifications is desired.
  • Responsive, self-managed with the ability to work under minimal supervision
  • Service oriented, flexible in work approach and comfortable working in a growing, dynamic, and demanding organisation
  • A high level of oral and written communication skills in English
  • Good communication skills, communicate effectively with colleagues, local business, and external parties
  • Confident in approaching and addressing issues to the line of business with a commitment to provide continuous service improvements
  • Ability to research subjects, with a commitment to provide continuous improvement and cost-efficient IT environment

 

Why Coloplast?

 

Coloplast develops products and services that make life easier for people with personal and private medical conditions. Working closely with the people who use our products, we create solutions that are sensitive to their special needs. We call this Intimate healthcare.

 

We are guided by three values:

 

Closeness: we work closely with our customers to find solutions that meet their specific needs.

Passion: we work passionately to create new and innovative products that improve the quality of life for our customers.

Respect and responsibility: we have deep respect for the private nature of the condition our customers face. Therefore, it’s our responsibility to find not only medical solutions, but also ways to minimize the trauma and taboo associated with these conditions.

 

Our business includes Ostomy Care, Continence Care, Urology Care, and Wound and Skin Care.

 

 

 

 

 

 

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 14.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.

 

Coloplast is committed to being an inclusive organization, where people bring their differences to work each day, fulfil their potential and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.

 

Visit us on Coloplast.com.

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