Senior Technical User Support Analyst - Executive AV Support

At Medtronic you can begin a life-long career of exploration and innovation while helping champion healthcare access and equity for all. Youll lead with purpose breaking down barriers to innovation in a more connected compassionate world.

Responsibilities may include the following and other duties may be assigned:

• Resolve complex technical issues without using prescribed guidelines
• Isolate and determine root cause of complex technical problems through any necessary means; work on problems of moderate to difficult scope routinely requiring ingenuity and innovation and where analysis of situations or data require a rapid and in-depth evaluation of various factors
• Resolve issues with the utmost urgency leveraging quick and accurate decision-making to determine if they can be resolved independently or if specialized assistance must be engaged; partner with internal and/or external support resources as required
• Prioritize workload by assessing the individual and business impact of problems
• Monitor helpdesk activities and trends in an effort to proactively address issues that may impact client base
• Communicate all scheduled and non-scheduled outages that impact client base
• Independently set daily objectives priorities and work direction
• Lead projects and/or project teams to serve business needs for the organization and this executive client base
• Serve as the IT/AV SME for offsite meetings coordinating all related needs with external vendors and advising meeting organizers on their needs as appropriate
• Partner with internal and external AV resources to coordinate any needed support for executive participation in meetings
• Communicate relevant technical issues upcoming executive events of note and projects impacting executives to IT leadership to ensure transparency and visibility
• Assist with site Infrastructure needs at the Dubai location
• Other responsibilities and tasks as requested by the executive client base and/or as assigned by Management.

Required Knowledge and Experience:

• Relevant diploma and 4 years of experience
• Experience supporting: Microsoft Windows MacOS iOS Microsoft Office & Outlook Web-based applications Wireless networking Hardware components of a PC IP Printing A/V and Video Conferencing Technologies Zoom/WebEx/Teams and Similar Technologies
• Preferred certifications as following: Dell hardware certifications A Certification and/or any Microsoft Certified Professional from the MCSE track ITIL Foundation or Masters Certification
• Strong customer service mindset and a dedication to meeting customer needs
• Problem solving capabilities to a wide range of difficult problems
• Ability to work with a positive attitude towards customers even under pressure.

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position but they are not an exhaustive list of all the required responsibilities and skills of this position.

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits resources and competitive compensation plans designed to support you at every career and life stage.

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission to alleviate pain restore health and extend life unites a global team of 95000 passionate people.
We are engineers at heart putting ambitious ideas to work to generate real solutions for real people. From the R&D lab to the factory floor to the conference room every one of us experiments creates builds improves and solves. We have the talent diverse perspectives and guts to engineer the extraordinary.

Learn more about our business mission and our commitment to diversity here