Specialist Analyst, IT Support

Job Opportunity At Global Technology Solutions

Global Technology Solutions (GTS) at ResMed is a division dedicated to creating innovative, scalable, and secure platforms and services for patients, providers, and people across ResMed. The primary goal of GTS is to accelerate well-being and growth by transforming the core, enabling patient, people, and partner outcomes, and building future-ready operations.

The strategy of GTS focuses on aligning goals and promoting collaboration across all organizational areas. This includes fostering shared ownership, developing flexible platforms that can easily scale to meet global demands, and implementing global standards for key processes to ensure efficiency and consistency.

The primary role of IT Support function is to provide technical support to employees experiencing problems with hardware, software, networking, and other computer-related technologies. Key deliverables include, utilizing Service-Now package for logging caller requests and assigning / escalating issues where needed. Diagnosing and rectification of issues in accordance with documented procedure and performance indicator levels. Assisting in maintenance of network infrastructure, new computer builds, and installation of new services etc.

Responsibilities

• The primary objective of IT Support specialization within IT Support Job Family is to provide efficient and customer focused support to all users of Information Technology.
• Key responsibilities include coordinating, diagnosing, troubleshooting and rectifying incoming employee calls regarding technical problems and information technology issues involving desktop, laptop or network services from local personnel; providing case status updates to management and end-users; developing, documenting, and implementing standard operating procedures and customer service guidelines relating to IT support; assisting in the installation, implementation, and upgrades of internal systems; and maintains inventory of all equipment.
• Performs work in a specialized area of expertise that requires knowledge of fundamental themes, principles and concepts. Typically requires a university degree or equivalent work experience.
• Responsibilities might include: performing routine professional-based activities, contributing to and managing projects, providing advice/direction in primary areas of expertise, leveraging professional expertise and relationships to contribute to strategy and drive business results
• Builds productive internal/external working relationships.
• Occasionally leads the work of project teams and might formally train junior staff.
• This role operates on a rotational shift schedule between 8:00 AM – 5:00 PM and 11:00 AM – 8:00 PM. Shift assignments may be adjusted based on manufacturing support requirements

Qualifications And Experience

Required:

Candidates should have experience in printer setup and basic network knowledge, including TCP/IP configurations. Familiarity with warehouse scanners and the ability to support endpoint devices such as laptops, mobile phones, and printers is important. A good understanding of Oracle ERP is beneficial but not mandatory. Knowledge of Intune MDM, Mac OS, and MECM imaging is required, along with an understanding of Active Directory group policies, memberships, and containers. Additionally, the role involves Teams Room support, including the setup and maintenance of Neat and Poly technologies.

Preferred:

• Bachelor's degree.
• Minimum of 5 years of related experience.
• Developing professional expertise, applies company policies and procedures to resolve a variety of issues.

Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.