About Applied Medical

As a new generation medical device company, we believe in the power of working together to make a meaningful and positive difference. Applied Medical is committed to improving the accessibility and affordability of high-quality healthcare globally. We achieve this through a vertically integrated business model that enables our team members to develop technologies that enhance clinical care, while offering boundless opportunities for professional growth. We are dedicated to creating an environment where team members of diverse backgrounds are valued, challenged and acknowledged.  Applied Medical's products have been serving the Japanese market for over 20 years.  In order to continue to build sustainable Japanese partnerships so we can serve the evolving needs of the Japanese health system, we are investing in hiring new team members. 

Primary Objective:

The Service Desk Technician is responsible for technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. The role is to support Applied Medical users in the Asia Pacific Region and will at times require coordination and assistance in additional tasks and projects for the region.

Essential Duties and Responsibilities:

• Provide high level IT support for Applied Medical users and business units

• Participate and contribute to IT projects for APAC region, including user, system and hardware support.

• Implement best practices IT solutions and documentation relative to function and support

• Support asset management and servicing

• Understand and follow Applied Medical's Quality Systems (QS) per training

• Fluent in English and Japanese – speaking ability at level to participate in global working groups or English TOEIC score above 600 points.

• Understand and comply with safety rules and company policies.

• Perform other duties and responsibilities as required.

Core Competencies:

• High level of interpersonal and written communication skills.

• Demonstrated ability to work with limited supervision and display excellent time management skills, initiative and self- motivation and ability to prioritise competing tasks.

• High level of professionalism and ability to build relationships with other departments and all levels of the organisation.

• Demonstrated ability to work flexibly and within tight time schedules and in accordance with variable workload demands.

• Exceptional planning and organisational skills, with a high level of attention to detail and efficiency to ensure deadlines and excellent customer experience is achieved.

• Analysis, numeracy, logical thinking, critical thinking and problem-solving skills

• Ability to keep abreast of new technologies and procedures

• Ability to deal with uncertainty and resolve ambiguity.

Experience:

• Relevant experience in a similar ServiceDesk or MSP role

• Desktop, laptop and Windows Tablet hardware troubleshooting skills

• Experience or relevant knowledge of:
   o Microsoft Windows 11 desktop operating systems
   o Microsoft Office 365 suite
   o IT ticketing platform (Service Now preferred)
   o SCCM/AutoPilot Deployment technologies
   o Asset Management
   o Knowledge of ITIL Framework
   o Maintaining Active Directory User and Computer objects
   o Exchange Mailbox management and cloud services as found in the M365 suite
   o Understanding of networking concepts (TCP/IP, VPN/Tunnelling, DNS, VLANS) and the ability to troubleshoot
   o Remote support management tool
   o Experience of working in a global organisation

Education/Qualifications:

• Diploma or Bachelor degree in Information Technology, or alike subject.

Key Accountabilities:

Technical

Major Activities: 

• Provide support for any Information Technology issues and problems with our 'follow the sun' support model

• Address and resolve requests by phone, email and using a ticket management system

• Oversee and manage the deployment, configuration and security of desktop and mobile computing devices and peripheral devices

• Troubleshoot desktops, printers, laptops and tablet hardware as necessary

• Manage user 'Move, Add & change activities

• Liaise with vendors pertaining to repairs of computers

• Support IP telephony in multiple offices

• Guide and assist in documentation

• Proactively manage inventory of IT assets and equipment

• Other ad hoc duties

Performance Measures:

• Timely, accurate resolution of service desk tickets

• Accurate asset management

• Project or tasks completed on time

Customer Focus

Major Activities:

• Create a positive customer support experience, ensuring timely resolution or escalation while communicating promptly on progress and handling with a professional attitude

Performance Measures:

• Timely and accurate resolution of logged IT issues

• Positive feedback from team members about interactions with IT and the support provided

Planning and Organisational Skills

Major Activities:

• Plan and manage daily IT activities to ensure timely, accurate and efficient processing of all IT related tasks

Performance Measures:

• Positive feedback from team members about interactions with IT and the support provided