Description:Change people's lives and love what you do! Cochlear is the mostrecognized brand in hearing health care.

　　Position Spotlight:

　　Do you have 4+ years of experience working in IT service support? InHybrid ITIL / Agile environments?Are you looking for the opportunity to improve and acquire technical skillsin new technologies and to gain exposure to leading releases of differenttechnologies that sit in the IT Infrastructure and security space?Do you have your MCS or MCP and experience providing technical support forMicrosoft 365 client-side application?This is an opportunity to work with a global organization spanning sales inover 100 countries.This position requires an in office work environment being onsite in ourLone Tree, Colorado location.Site Engineer

　　Change people's lives and love what you do! Cochlear is the mostrecognized brand in hearing health care.

　　About the role

　　Cochlear is helping people hear, and be heard, all over the world. Come bea part of our amazing mission! This is a fantastic opportunity to join theIT Service & Delivery team at the global leader in implantable hearingdevices! Cochlear is helping people hear, and be heard, all over theworld. In this role, you will be based in our Americas head office in LoneTree, CO. You will be in office daily to support the business in this role.

　　In alignment with our organizational principle of providing a safe workenvironment, employees of Cochlear are required to be fully vaccinatedagainst COVID-19. The only allowable exceptions include qualifying medical andreligious accommodation. Proof of your COVID-19 vaccination will be requiredprior to your start date.

　　Your success in this role is measured by your ability to organize and maintainall site related operations, procedures and small projects to ensure theoperational IT continuity of the site you are responsible for. In this roleyou will be collaborating with the Global Service Desk and other Global SiteServices, Applications, and Infrastructure teams that are key todelivering and maintaining support to the site that meets and exceeds agreedService Level Agreements (SLA's).

　　In this position you will be providing specific IT Infrastructure Applicationexpertise to allow continuity of service to be maintained. The role willcollaborate with global peers and provide recommendations and enhancements tothe global toolsets and processes to improve the customer experience globally.You will be building local trusted relationships and maintaining regularcommunication to end users through use of the implemented IT ServiceManagement toolset, IT processes and policies.

　　Key Responsibilities

　　Customer Service Delivery

　　Provide prompt 2nd Tier support to end user incidents and requests toresolve operational problems, Hardware, Application and Software support.Provide 2nd Tier IT end user support and work collaboratively with therelevant teams or customers to meet agreed SLA's and standards.Provide technical support & insights regarding system issues, inaccordance with Cochlear internal policies and procedures. Identify trends inthe environment and look for ways to remediate on an ongoing basis.In accordance with the Global Information Technology ITIL strategy, alignto the Incident Management and Request Fulfilment processesInstall and configure software within established standards and guidelines.Asset and Knowledge Management

　　Adhere to Computer System Validation requirements.Create and Update knowledge articles to ensure relevancy is maintained andlook to share knowledge to allow the Global Service Desk to resolve whereappropriate.Work as a part of global support team and engage with overseas support teamson an ongoing basis to share experience and leverage best practice.Continual Service Improvement

　　Identify ways to streamline and improve processes.Thro gh problem solving identify processes that are repetitive and low valueadd in nature and make suggestions for automation / orchestration whereapplicable.Identify ongoing repetitive issues in the environment and research fixes toensure remediation occurs.Build regional expertise and support across agreed InfrastructureApplications that ensures local support is timely and delivered in region.Use independent thinking to collaborate and share ideas with globalcounterparts around standardization and implementation of best practice.Maintain the local operational requirements onsite around UPS, Cabling andcomms room to ensure the local operation remains available.Work with Tier 3 teams to gather information to troubleshoot complextechnical issues and collaborate on the testing and deployment of fixes.Initiative Delivery

　　Provide assistance and technical knowledge to aid in the implementation ofglobal initiatives and deployments aligned to country / region.Be the local onsite resource that works with the relevant infrastructure