IT Technician

The IT Technician is responsible for providing end-user support for FEL, assisting via phone, email, remote access, or on-site to restore normal IT services. This role is essential in supporting daily manufacturing operations and must align with global IT policies, standards, and guidelines, as well as the available IT support tools.

The IT Technician will also be tasked with implementing IT projects to meet the needs of FEL, ensuring that all relevant requirements are fulfilled. Additionally, this role requires documenting all project implementations and software code changes. Make sure all employees comply with the Cita training.

Conduct hardware installations and perform minor repairs on devices and peripheral equipment, following design and installation guidelines.

Organize workflows, prioritize tasks, and collaborate within the IT team as needed.

Areas of Responsibility:

• Install and configure computers, mobile devices, and other end-user devices, ensuring correct cable connections, organization, and installation of necessary software and operating systems.
• Ensure the security and privacy of all computer systems, following best practices and compliance standards.
• Provide orientation and guidance to users on how to operate new software and computer equipment, ensuring they understand all relevant tools and systems.
• Escalate any improvement or new IT projects to the corporate level, ensuring all regulations and considerations are addressed in implementation.
• Organize and schedule upgrades and maintenance tasks without interrupting other work or operations.
• Maintain accurate records/logs of repairs, fixes, and scheduled maintenance activities.
• Identify shortages in computer or network equipment and monitor wireless network performance.
• Maintain and monitor CCTV, access control systems, and web asset tracking tools.
• Responsible for the maintenance and troubleshooting of office printers.
• Provide day-to-day support for users in FEL, create and resolve cases in the Global IT Service Management tool, ensuring timely and effective resolution.
• Deliver professional and timely end-user support in line with published procedures, standards, and Service Level Agreements (SLAs). Regularly monitor case performance and take ownership of high-priority cases.
• Diagnose and troubleshoot IT issues, implementing corrective actions within defined guidelines or escalating to Global IT resources when necessary.
• Create and maintain comprehensive documentation, including instructions and procedures for troubleshooting and IT systems management.
• Actively participate in and collaborate on local and global IT projects, ensuring alignment with the broader IT strategy.
• Maintain local IT equipment stock and forecast future needs to ensure sufficient resources.
• Administer user accounts in accordance with IT governance policies and ensure proper access control.
• Ensure efficient communication both locally and globally within the IT team to share knowledge and optimize day-to-day operations.
• Participate in the continuous review and improvement of IT processes in cooperation with Global IT, focusing on optimizing systems and workflows.
• Support and maintain Global IT standards, guidelines, and policies. Ensure that training materials, support information, and technical documentation are regularly updated and compliant.
• Stay updated on new implementations, documentation, and process updates. Proactively engage in Global IT Operations and Support roadmaps to ensure best practices are followed.
• Support the troubleshooting and maintenance of IT infrastructure components (e.g., servers, networks, telephony, and network lines), collaborating closely with Global IT Operations and Support.
• Coordinate and support external IT service providers to ensure alignment with internal IT goals.
• Communicate relevant IT information to local business teams to ensure proper understanding and usage of IT systems.
• Take responsibility for any subjects not directly related to Operational Excellence, involving IT management as needed to address issues.
• Ensure all safety guidelines are followed, performing tasks in compliance with outlined procedures. Report any challenges in understanding or following guidelines to the manager.

• Proactively identify and report inefficiencies in the IT system to management for further review.

Essential Qualifications:

• 1-3 years IT support experience (technical course or degree in IT Engineer/ Software Developer / Electronic or related adequate field)
• Have a professional and open-minded approach when collaborating in all levels within the organization and across business units
• Strong customer service focus, ensuring a positive user experience
• Excellent communication skills, with the ability to interact effectively with colleagues, local business teams, and external stakeholders
• Adheres to Global IT procedures, guidelines and policies
• Team player, collaborative, responsive, result-oriented, and self-managed with a systematic and structured approach
• Strong proficiency in English, both written and spoken
• ITIL and Cybersecurity training are a plus
• Solid understanding of computer systems, networks, and IT infrastructure
• Strong knowledge of operating system configuration and management
• Experience with managing printer consumables and related tasks
• Good understanding of internet security and data privacy principles; certifications in these areas are a plus.
• Confident in approaching and addressing issues to the line of business with a commitment to provide continuous service improvements
• Act and behave according to Coloplast Mission, Vision and Values.

Physical or other job requirements: 

• Occasional travel for training purposes (max. 15 days / year)