JOB DESCRIPTION:
This position is a primary point of contact that provides troubleshooting for eScreen drug testing hardware and software. It monitors and responds to technical support calls from drug testing clinics nationwide to assist with hardware and software systems setup and/or support. Assists in the troubleshooting and resolution of hardware and software issues, initiates component exchange when required and documents call detail in the eScreen call tracking system. This also includes monitoring a Service Desk queue for support.
ESSENTIAL DUTIES AND RESPONSIBILITIES - (KEY ACTIVITIES)
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Guide high volume of end users through hardware setup processes and troubleshooting for these items: eReader+, printer, ePads.
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Use the eScreen call tracking system to fully document and log all technical support events, inquiries, and resolutions.
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Monitor electronic service desk queue, including tickets from internal users regarding IT related issues that drug testing clinics are having regarding eReader+, Printer, and ePad issues.
EDUCATION / EXPERIENCE
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College Degree or equivalent
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One year related experience and/or training;
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Equivalent combination of education and experience.
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Windows 7, 8.1, and 10 experience required.
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Experience with FDA requirements in a medical device manufacturing and software environment is desirable.
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Understanding of basic PC configurations, software systems, and networking technologies is required.
KNOWLEDGE
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Positive Customer Service attitude
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Strong analytical and end user communication skills highly desirable.
CERTIFICATES, LICENSES, REGISTRATIONS
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Microsoft A+ Certification is desired, but not required.
PHYSICAL REQUIREMENTS
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Ability to lift technical equipment such as computers and monitors is required
The base pay for this position is
N/A
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:IT Operations
DIVISION:TOX ARDx Toxicology
LOCATION:Philippines > Taguig City : Five/Neo Building
ADDITIONAL LOCATIONS:
WORK SHIFT:Standard
TRAVEL:Not specified
MEDICAL SURVEILLANCE:Not Applicable
SIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Top Skills
What We Do
Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.
