IT Support Specialist - Level II (Shanghai)

Arthrex, Inc. is a global medical device company and a leader in new product development and medical education in orthopedics. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

​​​​​​​Main Objective:

Provide high level support to end users of computer equipment and systems maintenance to include workstations, software and peripherals, including Labs and Exhibits.

Duties & Responsibilities:

• Installs, configures, maintains, and troubleshoots hardware, software, computers, printers, and other peripheral devices to ensure effective use of resources.

• Collaborates with various departments and IT teams (both globally and offshore) to act as a liaison during the development, testing, and implementation of new products or operating system upgrades, ensuring adequate end-user support.

• Manages End User Support projects, attends project meetings to communicate status updates, develops and distributes necessary documentation, and stays current with system information, changes, and updates.

• Oversees Outsourced End User Support vendors locally and across the APAC region, working with other IT team members.

• Monitors and evaluates the work conducted by End User Support vendors in the APAC region.

• Researches and evaluates standard technology and alternative solutions to recommend modifications or additions to personal computer systems, hardware components, and software applications, including researching costs, market options, and trends to meet user needs.

• Provides support for complex technical issues related to assigned applications, systems, databases, and other technical products and services, ensuring compliance with service level agreements by utilizing diagnostic tools to maintain, troubleshoot, and restore service or data.

• Offers CISCO phone support based on a support rotation schedule, monitors the ticketing system for incoming issues, and identifies, escalates, and redirects urgent problems to appropriate resources in compliance with SLAs.

• Collaborates on tasks and projects with Network and Data Center analysts, providing network and systems support as needed.

About You:

• Required: High school diploma or equivalent.
• Preferred: Associate’s or bachelor’s degree in Computer Science (CS) or Management Information Systems (MIS).
• Experience: At least four years in technical/systems support.
• Bonus: Experience in a manufacturing environment.

Interested applicants are to apply online, look forward to receiving your application!

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.