International Technical Support Analyst

Help us change lives

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

The Technical Support Analyst will be responsible for responding to operational break/fix scenarios, as well as upgrading and maintaining end user devices through regular refresh intervals and projects requiring new equipment. This role will work with other technical resources, adhere to procedures, workflows, and tools to provide exceptional support and customer service.

The place of work is Lindenstrasse 2, 6340, Baar, Switzerland.

Essential Duties

Include, but are not limited to, the following:

• Drive technical support analysis with heavy emphasis on excellent customer service and methodical troubleshooting of IT related problems for onsite/remote users; including, but not limited to, software/hardware, such as mobile phones, laptops, PCs, and printers.
• Serve as escalation point for Tier 1, Tier 2, and Tier 3 support.
• Ticket queue management using ServiceNow.
• Perform extended or complex troubleshooting and participate in root cause analysis.
• Make decisions based on existing process with attention to side effects and downstream effects; suggest modifications to process with focus on user experience.
• Own incidents and follow through on behalf of the user, communicate progress in a timely manner, and keep user informed.
• Participate in recurring IT Support and Global Service Desk meetings and conference calls and provide input on how to improve customer satisfaction.
• Participate in IT and cross-functional team projects as a key resource for deploying, maintaining, and upgrading end user devices while focusing on customer experience.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Provide Audio and Visual conference room support and training for all onsite conference rooms.
• Act as point of contact for specific customer groups.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.

Skills

• Strong documentation skills and knowledgebase article management.
• Effective presentation and training skills.
• Excellent communication skills with heavy focus on customer excellence and service delivery.
• Excellent organizational and time management skills.
• Self-motivated achiever who gains satisfaction from providing excellent customer service.
• Ability to apply analytical and critical thinking.
• Ability to work independently with little oversight and direction.
• Ability to mentor others, determine root cause analysis, and provide guidance on resolution.

Minimum Qualifications

• High School Diploma or General Education Degree (GED).
• 5+ years of previous IT Service Desk and/or Call Center experience.
• 5+ years of experience using and troubleshooting Outlook within a network environment (i.e., permissions, calendar sharing, delegation, etc.).
• 5+ years of experience with Incident Management; including business expectations and company-wide communications.
• 5+ years of experience working with Microsoft based operating systems, with emphasis on Windows 10 and O365 suite of applications.
• 5+ years of experience working with active directory, creating user accounts, resetting passwords, creating groups, and security group administration.
• 5+ years of experience working with OKTA end-user administration or similar technology.
• Professional working knowledge with active directory, creating user accounts, resetting passwords, creating groups, security group administration.
• Strong proficiency with Audio Video technologies
• Ability to speak and write in English with additional language capabilities in Italian and/or French to fulfill job functions
• Strong grasp of basic security principles and practices as it pertains to a business environment.
• Demonstrated ability to document incidents fully and maintain records of fixes applied to improve service delivery, etc.

Preferred Qualifications

• Experience using ServiceNow for IT Service Management.
• Experience supporting remote employees.
• Experience in healthcare or biotechnology.
• ITIL/HDI training and certification or professional certification in related technologies.
• Microsoft SCCM and Windows 10 expertise.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, email hr@exactsciences.com. We’ll work with you to meet your accessibility needs.

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