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Technical User Support Analyst (IT Support)

17000KT6 Requisition #

Main Purpose:

Resolve client technical issues to return the client to productivity as quickly as possible; following corporate standards, adhere to signed service level agreements with manufacturing operation for manufacturing PCs, as well as Corporate IT standard for office PCs in Thailand.

Key Accountabilities:

  • Resolve client technical issues (tier 1 and tier 2)
  • Provide on-site support as well as support by phone and email
  • Isolate and determine root cause of technical problem based on client input, understanding of the environment and remote management technology
  • Determine effective resolution of issues by troubleshooting and analyzing computer system errors of moderate to difficult scope where analysis of situations or data require an in-depth evaluation
  • Determine business impact of problem based on office support and manufacturing support criteria
  • Provide technical support for hardware (printers, desktop, laptop, drivers, monitors, and MHDs) and Software (internally developed applications, productivity, computer operating systems, internet applications, and various drivers)
  • Provide contingencies and preemptive planning to minimize the amount of down time particularly for the manufacturing environment.
  • Operate in a “clean room” environment when required whilst minimizing the need to do so.
  • Interact with internal and/or external escalation resources to resolve complex technical issues
  • Recommend current supported software applications including mission critical MES (manufacturing execution system) and hardware appropriate to best meet client requirements
  • Create and update knowledge base articles to improve service to clients including: develop written procedures, tips, reports, and support related material
  • Acquire and maintain knowledge on newly purchased and existing supported desktop/manufacturing software, hardware, and Audio visual (AV) systems
  • Coordinate communication and troubleshooting to determine impact of major system outages which effect the entire organization including building facilities such as building security and associated equipment
  • Administrative tasks including purchasing procurement and vendor liaison, record keeping such as IT asset management and software licenses
  • Assist with the testing of new or upgraded PC software and hardware releases as requested
  • Develop solutions to a variety of problems of moderate scope and complexity
  • Ensure that Medtronic's systems and the information on them are protected in accordance with Medtronic's Information Protection Policies and Standards, as well as best Information Protection practices


Skill, Experience and Knowledge:

Education / Experience;

  • 2 years’ experience supporting desktop computers in a Helpdesk / Desktop tiered environment.
  • Skilled in personal computer hardware and software in a business environment.
  • Experience with three or more of the following: Windows 7/ Windows 10, MS Office 2010 including Outlook, Remote management tools, remote dial-in, Active Directory administration, virtual private network, office productivity tools, web-based applications, TCP/IP
  • Formal training or certification in a strategic technology platform (e.g. Microsoft, Cisco) and other network standards such as TCP/IP
  • Bachelor Degree in Science or Engineering (Computer Science, MIS, EE) or equivalent experience preferred.
  • ITIL certification.
  • Some experience in IT helpdesk or call center environment 

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Change Begins With You

We look for bold ideas and fresh insights - that's what drives innovation. Come drive the future of healthcare with us.


The opportunity to invent. The benefit of joining a leader. The power to improve lives. You’ll find all that and more here.

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Bring life-changing solutions to those who need them. Be rewarded for rewarding work.

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Challenge us in our challenge to make global healthcare more affordable and accessible. Your insight and oversight will help us create solutions that change the world.

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Read About The
Medtronic Mission.

Our mission “to alleviate pain, restore health, and extend life” is more than a statement. It’s a belief that our employees live every day.

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Be part of work that matters. 75 million patients had their health improved by our products last year.

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Our employees come from varied backgrounds with a common goal—changing lives.

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makes you

Join us, and bring the power of your unique point of view to our culture of collaboration and innovation.

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The mission to improve access to healthcare globally is something we are all very proud to work hard toward achieving. Great people, fun atmosphere, big city salaries. The CEO is fantastic - he is a very clear communicator of the mission and is truly dedicating his life to achieving it.
Smart and committed coworkers. Mission driven. Good benefits. Good long term career opportunities. Company is large enough that you can always find interesting projects to work on.
Knowing that everyday your work helps to save lives makes it great place to work. Training on lean practices, quality and other. Excellent peers.


Be part of one of the world’s leading medical technologies and solutions companies.