End User Support Services Specialist

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

**Your role at Vantive**

The End User Support Services Specialist will provide technical support and assistance to end users within the Vantive organization. This role involves troubleshooting hardware and software issues, software license management, cert management, managing user accounts, Data Backup and ensuring a high level of customer service.

**What you'll be doing**
- ** Troubleshooting**: Diagnose and troubleshoot hardware, software, and network and mobility issues. remotely diagnose and correct common software, hardware or connectivity problems. Troubleshoot PC and mobile device issues including common OS, malware and security issues.
- ** Ticket Management**: Review and manage the active tickets in Service Now. Reporting of Service Now tickets.
- ** User Account Management**: Manage user accounts, permissions, and access rights in various systems.
- ** System Maintenance**: Perform regular maintenance tasks such as software updates, patches, and backups.
- ** Documentation & SOPs**: Maintain detailed records of support requests and resolutions in the ticketing system. Follow best practices & standards for safety, environmental impacts, and communication and professionalism.
- ** Training**: Provide training and guidance to end users on the use of hardware, software, and IT policies.
- ** Collaboration**: Work with other IT teams and Global IT team members to resolve complex issues and implement new technologies. Participate & contribute to new IT related projects.
- ** Budget Plan**:

- To plan and execute the budget for IT services & solutions. Working with various stakeholders / Business / Local Management & finance team to work on the yearly IT budget & then follow the budgeting process on regular basis to procure & refresh IT hardware. Working with vendors on IT Procurement, Raising purchase requisition, Capex / Opex / PO for IT procurement & Invoice processing.
- ** Customer Service**: Ensure a high level of customer satisfaction by providing timely and effective support.

**What you'll bring**
- Bachelor’s degree in i**nformation technology, Computer Science, or related field preferred.**
- Minimum of 6 years of experience in a t**echnical support or end users support role.**Experience with Windows and macOS operating systems. Ability to create VDI / VMs & instances in cloud infrastructure.
- At least a certification in one of the technologies (AWS / Microsoft Azure / Google Cloud). Nice to have
- Good** knowledge of Wintel servers’ management.**
- Working knowledge of mobility solution (iPhone /iPad / BYOD etc. configuration)
- Familiarity with n**etwork troubleshooting and basic network configuration.**
- Intermediate English level (B2 or above)

**Other Skills**:

- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills.
- Ability to work with multiple geographies in a multicultural environment.
- Ability and maturity to manage **Senior Level Stakeholders globally, regionally and locally.**
- Proficiency in using **help desk ticketing systems (Service Now, Jira, etc.)**
- Certifications: CompTIA A+, ITIL Foundation, or similar certifications preferred.

**Work Environment**:
Vantive is a leading provider of Kidney Care solutions, committed to delivering exceptional service and innovative products and solutions to our clients. Our team is dedicated to fostering a collaborative and inclusive work environment where every employee can thrive and grow.

The End User Support Services Specialist will have to visit other company locations for IT support solutions. Also, at times he may require working in evening or weekend work to perform maintenance or resolve urgent issues.

**Reasonable Accommodation**

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