Varian Medical Systems jobs - L2 - Remote Desktop Support Engineer

Together, we can beat cancer.

At Varian, we bring together the worlds' best talent to realize our vision of a world without fear of cancer. Together, we work passionately to develop and deliver easy-to-use, efficient oncology solutions. If you want to be part of this important mission, we want to hear from you.

Position Summary

• This position is for 24*7 rotational shift Remote Desktop Support role.
• Working within the international team helping and solving technical issues raised by Varian internal users from Varian's international sites. Interacts directly with internal users, technical and non-technical personnel, monitors and enforce SLA's and follows incidents, requests, problems to resolution
• Maintain, troubleshoot and resolve the all aspects of the end user computing infrastructure including end user device operating systems, end user device hardware, application delivery, client device provisioning, operating system upgrades and patches

Major Responsibilities

• Provide Level 2 remote desktop support for Varian's global end user base as part of the international IT Support organization
• Manage ServiceNow incident and request workflows by taking ownership, prioritizing incoming work, and delivering services meeting defined Service Level Agreement (SLA) timelines
• Resolve and respond to user questions received via telephone, email or other collaboration methods meeting defined SLA's
• Provide advanced troubleshooting, research root cause of problems, lead problem resolution by planning, building and rolling out solutions, escalate to other support groups and vendors' support as necessary
• Be able to diagnose, analyse and solve complex personal computer hardware, software and Microsoft Windows operating system problems and demonstrate excellent troubleshooting skills
• Develop, automate and implement operations best practices in the end user computing space
• Documents new procedures as well as maintain documentation on troubleshooting and technology, contribute to the knowledge base as required
• Interacts with both technical and non-technical personnel and follows problems to resolution
• Collaborate effectively and closely with end users, IT stakeholders: Level 1, Level 3 support groups and business stakeholders
• Maintain good relationship with internal customers and other support groups
• Maintain password, data, and system security for the environment according to IT processes and standards
• Willing to adopt a flexible work pattern and working in a 24/7 shift pattern to be able to support remote users worldwide
• Assist and support the IMS team in other areas as requested by the line manager

Candidate Profile

Educational Qualification: Bachelors/ Masters Degree from a recognized university

Experience: 5+ years of relevant Remote Desktop Support experience

Knowledge

Must-Have Skills:

• Strong listening, written and verbal English communication skills.
• Hands on experience of Windows 10 troubleshooting (Preferred 2nd level)
• Hands on with desktop computer operations - Specially with Dell laptop
• Hands on experience with LAN, WIFI and VPN setup and Configuration
• Experience of MDM configuration, Email issues on Iphones and Android devices
• Basic Knowledge on Anti-virus and Malware softwares
• Must be mature and tactful
• Must be highly motivated and have a positive attitude
• Must be a team player
• Excellent analytic and logical thinking
• Self-sufficiency in solving complex problems and delivering projects
• Sound understanding of customers and their requirements.

Good To Have

• MCSA, MCP Certification Preferred
• CCNA Certification Preferred
• Quick Learner

Information Technology

Advanced professional technical experience and knowledge in end user computing technologies including not limited:

Remote support technologies and tools ;

Microsoft technologies: Windows7, Windows 10, Active directory, GPOs, MS Office Suite, Office 365, Windows Hello, desktop virtualization technologies, networking, PC/laptop hardware and software, latest cloud technologies, PC provisioning and management technologies: SCCM, MS Azure, MS Intune, OneDrive, IT Security technologies: antivirus, malware and zero-day protection technologies, MAC OS knowledge is a plus

Fighting cancer calls for big ideas.

We envision a world without fear of cancer. Achieving this vision takes dedication and commitment from all of us, every single day. That's why we celebrate and value the distinctly beautiful and intersectional identities of each of our employees. We are a mirror of our patient-base, which allows us to innovate. Big ideas come from everywhere, and the best ideas are fostered by our unique individual experiences. At Varian, we encourage you to bring your whole self to work and believe your bold and authentic perspective will help to power more victories over cancer.

#TogetherWeFight

Together, we can beat cancer.

Imagine a world without fear of cancer. We do, every day. Varian Medical Systems is the world's leading manufacturer of medical devices and software for treating and managing cancer. For more than 70 years, we have developed, built, and delivered innovative cancer care technologies and solutions for our clinical partners around the globe to help them treat millions of patients each year. Taking an Intelligent Cancer Care approach, we are harnessing advanced

technologies like artificial intelligence, machine learning, and data analytics to advance cancer treatment and expand access to care to help patients become survivors.

When you join Varian, you become part of a global network of innovative and inspired minds working together across the globe. We keep the patient and our clinical partners at the center of our thinking as we power new victories in cancer care. Because for cancer patients everywhere, their fight is our fight.