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Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com
At Convatec, we’re transforming our business for the better. Better products. Better ways of working. And better ways of delivering for our customers and each other. We’re aiming for nothing short of excellence. Join us on our journey to #ForeverCaring as an Amcare IT Technician , and you’ll do the same.
Multiskilled IT Support technician is required to provide, high quality support to public facing customer service teams and fast-moving distribution centres, both onsite and via remote connection. This role will be office based within Amcare’s main Contact Centre located in Runcorn but support the wider Amcare organisation and colleagues in the US as required. This role will be pivotal in prompt technical resolutions, successful project delivery and ensuring technology correctly supports the delivery of world class customer service.
Key areas of support will be (but not restricted to):
Network and Infrastructure (Cabling, Routing, WiFi and Security)
Network configuration and Management
Server (Set up, Management and Security) • Windows devices (Laptop and Desktop) build and support
Multi-functionprinters, Document Scanners and Fax
Software installation and validation
Phone and Mobile devices (Setup, Configuration and MDM)
Application Management and Guidance. (Microsoft applications / BT NGCC cloud ect)
Awareness of Distribution Centre hardware (Digital scanners, Barcode printers, work bench printers, Cutting Systems)
Awareness of Amcare applications (MTUK, Dynamics Operations, CCOMS, Me+ PRS, Amcare Website)
Simple maintenance tasks for a range of hardware devices
First line support (via Phone/Email) (all Amcare)
Second line support (escalation)
Issue/problem recording, documentation and reporting
Asset management/control Duties and Responsibilities
Respond in a prompt and timely manner to incidents, issues and problems raised
Provide First Line support to all Amcare end users (via Phone, email, Teams and Remote connection)
Provide Second Line Support (escalated) where appropriate
Provide Business Continuity and DR support (out of hours) if required
Provide face to face workplace support and troubleshooting for Amcare Systems, Applications and Hardware
Provide swift resolution to technical issues / effective escalation where appropriate
Support Onboarding/Offboarding with technical equipment and requirements
Support 180Medical Technical Leads (US) with local configuration / Management
Provide cover for 180Medical staff as required
Participate in Amcare IT Projects
Participate in Major incidents/Problem/ change management and resolution
Help to ensure minimal technical disruption for Amcare
Ensuring Data security and GDPR Guidelines
Prioritises workload effectively
Proactive and effective team member for both UK and US
Deliver effective support and training on Amcare systems
Active participant in the successful project delivery
Skills and knowledge:
Service Desk support First/Second line
Windows device support / build
Mobile device familiarisation
Mobile operating systems (iOS/Android)
Hardware instillation / configuration (Servers, Network, Printing ect)
Server Setup / Configuration / Support
Software / Application instillation and validation Travel Requirements Occasional requirement to travel to any Amcare site as required. To facilitate issue resolution, training, or instillation.
Education and Experience:
A wide-ranging knowledge of information and communication technologies
Minimum 3 years IT support experience in large office environment
Degree (or equivalent) ICT related discipline
Demonstrated Understanding of best practice (ITIL, Change Management, Service Delivery)
Experience of Warehouse and distributions centre systems (Desirable)
Experience of public facing contact centres (Desirable
Our products make a big difference every day. So will your contribution. The work you do will mean more, because it’ll make things better for your team, our business or our customers’ lives. It’ll inspire you to deliver to your very best. And we’ll be right behind you when you do.
This is a challenge more worthwhile.
This is work that’ll move you.
#LI-CB1
#LI-Hybrid
Beware of scams online or from individuals claiming to represent Convatec
A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.
If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at careers@Convatec.com .
Equal opportunities
Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.
Notice to Agency and Search Firm Representatives
Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.
Already a Convatec employee?
If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View “Convatec Internal Career Site – Find Jobs”. Thank you!
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