Intuitive Surgical Careers

IT Remote Site Support Specialist - Freiburg - Germany

Freiburg, Germany
IT/Information Systems

Job Description

Job: IT/Information Systems
Primary Location: Germany-Freiburg-Freiburg
Schedule: Full-time
Requisition ID: 190547


Joining Intuitive Surgical means joining a team dedicated to using technology to benefit patients by improving surgical efficacy and decreasing surgical invasiveness, with patient safety as our highest priority.

The RSSS is responsible for supporting hardware and software for all location specific employees by utilizing best practices as facilitated by the IT Operations, Infrastructure, Security, and Network departments respectively. The scope of hardware support includes all laptops, desktops, printers, cell phones, telecom (VOIP), audio visual, servers and network equipment. The scope of software support includes Microsoft Operating Systems, Cisco OS, e-mail, third party software used to support business functions, and various internal corporate supported business applications (e.g. MS Office). 

Roles and Responsibilities:
This position has responsibility and authority to
  • Respond to requests for IT assistance directly from office based and field users, or as escalated from Tier I or II support
  • Establish and Manage local IT vendor relationships and scheduling as required for Mobile Phones, Audio/Visual, Networking, Security, and Printer support
  • User onboarding
  • Computer preparation / set up
  • Being part of a virtual Service Desk Organization
  • Document and maintain processes, best practices, knowledge base and training materials
  • Support all building needs including computers, printers, copiers, meetings, A/V, and IT security
  • Manage or participate in various assigned local, regional or global projects as needed
  • Ensure company and departmental goals as defined by management are met completely and on time
  • Liaise with business and communicate their needs on a regular basis and ensuring that those are addressed with the right priority
  • Communicate with management to provide timely reporting of issues, status, and resolutions
  • Maintain adequate equipment inventory by planning, ordering, receiving, restocking, accounting, and storing equipment to maintain adequate stocking levels
  • Conduct regular inventory counts to ensure accuracy and compliance with processes
  • Support of Cisco video conferencing units and voice infrastructure hardware via troubleshooting methods.
  • Support and assist on-site and off-site meetings.
  • Ensure high availability, reliability, and optimal performance of technology systems and services
  • Monitor various systems performance
  • Install software, troubleshoot issues
  • Miscellaneous building / facilities requirements

Skill and Job Requirements:
Competency requirements are based on relevant education, training, skills and experience
  • At least 5 years experience supporting a Windows operating system computing environment
  • Bachelor’s degree or equivalent work experience
  • Excellent troubleshooting skills in a domain environment
  • Strong knowledge of Microsoft Operating Systems
  • Experience supporting Active Directory services and various business applications
  • Experience with Cisco wireless infrastructure, switches and routers
  • Experience with Cisco video infrastructure and end-points is desired
  • Experience with Cisco voice infrastructure is desired
  • Experience with ServiceNow, OKTA, SAM, McAfee are a plus
  • Has to be proactive and show the right sense of urgency - must have strong customer service skills, organizational skills, and excellent communication skills both verbal and written in German and English
  • Should be flexible and able to complete projects outside normal daily duties as needed
  • Weekend and non-business hours support required as needed
  • Some travel might be required
  • Previus experience working in a fast paced, multinational company is desired