Edwards Lifesciences
Website:
edwards.com
Job details:
Edwards Lifesciences is expanding its global technology capabilities with the launch of a new IT Innovation Hub in Pune, India. The Hub strengthens the technology foundation that supports our business worldwide, working in close partnership with teams across regions to deliver reliable, high-quality solutions at scale. Designed as a long-term investment, the Pune Hub will advance newer digital capabilities such as automation, data, AI, and cloud, and will include roles spanning end user services, application development, and enterprise platform teams. Together, these teams will help Edwards operate more efficiently and accelerate innovation in support of our mission of advancing patient care.
In a Service Desk center environment, it serves as the single point of contact for end users via inbound calls and ticketing systems. Logs, categorizes, and prioritizes all incidents and service requests with complete and accurate information. Provides first and second-line investigation, diagnosis, and resolution within the IT Support skill set, managing issues through to resolution where possible. Escalates complex or out-of-scope incidents to higher support tiers in accordance with established procedures.
The primary objective of this role is to restore normal service to users as quickly and efficiently as possible while maintaining high service quality and customer satisfaction. Innovation starts from the heart. At Edwards Lifesciences, we’re dedicated to developing ground-breaking technologies with a genuine impact on patients’ lives. At the core of this commitment is our investment in cutting-edge information technology. This supports our innovation and collaboration on a global scale, enabling our diverse teams to optimize both efficiency and success. As part of our IT team, your expertise and commitment will help facilitate our patient-focused mission by developing and enhancing technological solutions.
As an IT Technician at a leading enterprise, you'll deliver end-user services and support the technology needs of over 16,000 employees. Your role ensures efficient device management, operational excellence, and scalable IT service delivery. If you enjoy troubleshooting, proactive issue resolution, and user satisfaction, this position offers a meaningful opportunity.
How you’ll make an impact:
- Serve as the first point of contact for end users through inbound calls and the enterprise ticketing system, ensuring a professional, efficient, and customer-focused support experience.
- Own incidents and service requests end-to-end, from initial call or ticket creation through investigation, resolution, and closure, ensuring accurate documentation and timely updates.
- Perform Level 1 and Level 2 troubleshooting across a broad range of IT services, resolving issues independently where possible and escalating complex incidents using defined support models.
- Contribute to service stability and continuous improvement by identifying recurring issues, documenting solutions, and supporting knowledge base and automation initiatives.
- Partner with higher-tier support teams, leadership, and other IT functions to ensure effective handoffs, clear communication, and minimal disruption to business operations.
- Apply established IT service management practices to prioritize work effectively, meet service level
expectations, and reduce time to resolution.
- Actively support service desk maturity by promoting standardized processes, improving ticket quality, and helping shift resolution left through knowledge reuse and self-service enablement.
What you’ll need (Required):
- Technical diploma or bachelor’s degree in computer science, Information Technology, or a related field, or equivalent practical experience.
- 1-2 years of experience in an enterprise IT support or service desk environment, providing Level 1 and Level 2 support.
- Hands-on experience supporting users through inbound calls and an enterprise ticketing system, with strong ownership of incidents and service requests from creation to resolution.
- Solid troubleshooting skills across common enterprise technologies such as:
- Windows and macOS operating systems including mobile devices
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Identity and access management (e.g., Active Directory, Azure AD)
- End-user hardware, peripherals, and basic network connectivity
- Experience logging, categorizing, prioritizing, and resolving incidents and service requests in accordance with IT service management practices.
- Ability to independently resolve issues within scope and follow defined escalation procedures for complex or out-of-scope problems.
- Strong communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Willingness to work in a global support model, including shift-based coverage if required.
What else we look for (Preferred):
- Experience working in a global or regional service desk supporting users across multiple geographies.
- Familiarity with ITIL-based processes such as Incident Management, Request Fulfillment, and Knowledge Management.
- Experience with enterprise ticketing and collaboration tools such as ServiceNow, Jira, or similar platforms.
- Exposure to supporting virtual desktop environments, VPNs, endpoint management tools, or enterprise security controls.
- Ability to identify recurring issues and contribute to knowledge articles, standard operating procedures, and service improvements.
- Experience working in regulated or highly controlled environments (e.g., healthcare, medical devices, pharmaceuticals, or financial services).
- Certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft fundamentals are a plus.
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