Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living

As an IT Support Specialist you'll provide day-to-day technical incident, problem and configuration support for internal desktop systems software and hardware.

What will you be doing?

  • Install, configures and troubleshoots desktop systems and workstations and may assist with other issues in a heterogeneous environment.
  • Communicates highly technical information to both technical and non-technical personnel.
  • May suggest hardware and software solutions or alternatives while adhering to the department standards, policies and procedures.
  • May participate in the development of information technology and other related processes and projects.
  • Configuration, imaging, testing, diagnosis and troubleshooting of hardware and software equipment for client.
  • Follow specific configuration checklists and process for the configuration of assets for client.
  • Ensure assets are tested, the image is applied properly and any special configuration needs are addressed.
  • This may include but is not limited to the operating system, hardware specifications or any software applications.
  • Hardware may include laptops, desktops, PDA's, external hard drives.
  • Support, troubleshoot and assist in the maintenance of Windows operating system.
  • Create and deploy Desktop images per company standard
  • Provide support for S&N mobile devices ( iPhones, iPads, android, etc.)
  • Assign tickets to other support or resolver teams.
  • Assist with the warranty repair process.
  • Prep new computer equipment for staging and deployment to end user.
  • Manage dead on arrival equipment as relevant for this area of responsibility.
  • Responsible for managing equipment/software refreshes.
  • Escalate issues as appropriate.
  • Supports audio visual and video conferencing equipment.
  • Basic printer & copier maintenance.
  • Responsible for limited training of site personnel on simple standard desktop software where possible.
  • Responsible for communicating site requiremnents to management.
  • On occasion act as site “hand’s & eye’s” as required by GIS and vendor network, server, environmental teams.
  • Perform all activities in complaine with internal and external requirements/standards for Health & Safety, Quality, Regulatory and Finance.
  • In addition, this position will be asked to work in a cross-functional team and be an active, participant member of the global desktop team.
  • Document and track work in Service Now (Incident management Ticket recording system) as appropriate
  • Assign tickets to other support or resolver teams.
  • Assist with maintaining asset inventory tracking and licensing information.
  • Management of suppliers and invoice payments.
  • Process documentation and problem solving

What will you need to be successful?


  • Bachelor’s degree in a Computer Science or Business discipline or equivalent work experience in a relevant technical area.
  • Licenses/ Certifications: Desirable CCNA, Network. ITIL


  • Experience and successful delivery of desktop support services •
  • Strong customer services skills including the ability to work continuously with operational departments to understand unstated business requirements
  • Highly competent with desktop support for Office 365 and Windows, experience in problem solving and troubleshooting issue
  • Ability to work as part of a team with minimal supervision
  • Ability to identify opportunities to improve operational and technical processes
  • Excellent time management and planning skills
  • User administration in Active Directory environment
  • Strong knowledge of system integration and downstream impacts
  • Experience of root cause analysis and problem-solving methodologies
  • Knowledge and understanding of the need to meet customer expectations and that all jobs must be completed to the satisfaction of the client/customer

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IT Support Specialist

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