Technician, IT
On-site · Pune, Maharashtra, India
Job Summary
IT Technician at Edwards Lifesciences IT Innovation Hub (Pune, India) delivers end-user support via inbound calls and a ticketing system, handling Level 1 and 2 incidents end-to-end, documenting solutions, and contributing to knowledge articles. Responsibilities include troubleshooting across Windows/macOS, Microsoft 365 apps, identity management (AD/Azure AD), hardware peripherals, and network connectivity; escalating complex issues; collaborating with higher-tier teams; applying ITIL-aligned practices to meet service levels; and promoting standard processes to improve ticket quality and self-service enablement. Requires a technical diploma or bachelor’s degree (or equivalent experience) and 1-2 years of enterprise IT service desk experience, plus strong communication and global-support willingness. The role supports a healthcare/medical devices enterprise environment and may involve shift-based coverage.
Required Qualifications
- Technical diploma or bachelor’s degree in computer science, Information Technology, or a related field, or equivalent practical experience.
- 1-2 years of experience in an enterprise IT support or service desk environment, providing Level 1 and Level 2 support.
- Hands-on experience supporting users through inbound calls and an enterprise ticketing system, with strong ownership of incidents and service requests from creation to resolution.
- Solid troubleshooting skills across common enterprise technologies such as: Windows and macOS operating systems including mobile devices; Microsoft 365 (Outlook, Teams, OneDrive, SharePoint); Identity and access management (e.g., Active Directory, Azure AD); End-user hardware, peripherals, and basic network connectivity.
- Experience logging, categorizing, prioritizing, and resolving incidents and service requests in accordance with IT service management practices.
- Ability to independently resolve issues within scope and follow defined escalation procedures for complex or out-of-scope problems.
- Strong communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Willingness to work in a global support model, including shift-based coverage if required.
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