Boston Scientific
Local IT Support Specialist - UK & Ireland
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Local IT Support Specialist – UK & Ireland
Role Overview
The Local IT Support Specialist is responsible for delivering high-quality first- and second-line IT support to Boston Scientific employees across the UK&I, including employees based at the Hemel Hempstead office and those working remotely.
As a key local IT point of contact, the role takes ownership of end-user technology issues through to resolution, providing hands-on support and coordinating with regional and Global IT teams where specialist expertise or escalation is required.
Working as part of the Global IT organisation, the Local IT Support Specialist helps ensure the reliable operation of end-user technology and local IT services while supporting business continuity and a positive employee experience.
The role requires a strong customer-service mindset, effective communication and problem-solving skills, and the ability to work independently while operating within Boston Scientific’s global IT standards, security requirements, and processes.
Key Responsibilities
- Provide first- and second-line IT support to onsite and remote employees across the UK&I, resolving incidents and service requests within agreed service levels.
- Act as a key local IT point of contact, taking ownership of technical issues through to resolution and coordinating with regional and Global IT teams where escalation is required.
- Support end-user computing environments, including laptops, mobile devices and standard corporate applications such as Windows 11, Microsoft 365, and Microsoft Authenticator.
- Manage, prioritise, and maintain accurate records of incidents and service requests using ServiceNow.
- Support employee onboarding and offboarding activities, including device preparation and deployment, user provisioning, and basic technology guidance.
- Maintain and support local IT services and infrastructure, including meeting-room technology, printers, and network connectivity, working with Global IT teams where appropriate.
- Support collaboration and video-conferencing technologies, including Microsoft Teams, Zoom and Logitech meeting-room solutions.
- Contribute to the management of the IT asset lifecycle, including hardware deployment, refresh activities, inventory tracking, and appropriate disposal processes.
- Create, maintain, and periodically review technical documentation, standard operating procedures, and knowledge-base articles to support effective issue resolution and employee self-service.
- Partner with regional and Global IT teams to support technology projects, system upgrades, deployments, and other IT initiatives.
- Follow Boston Scientific IT policies, security standards, regulatory requirements, and approved processes, and appropriately escalate suspected security issues or incidents.
- Maintain a strong focus on the employee experience by providing responsive, professional, and clear communication throughout the support process.
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Essential Qualifications And Experience
- A relevant IT qualification, professional certification, or equivalent practical experience.
- At least two years of experience providing first- or second-line IT support within a corporate or similarly structured environment.
- Demonstrable experience supporting both onsite and remote users, with a strong commitment to delivering a high-quality customer experience.
- Hands-on experience supporting Windows 11, Microsoft 365 and common enterprise end-user technologies.
- Experience supporting common workplace technologies, including laptops, mobile devices, printers, and meeting-room equipment.
- Experience using ServiceNow or a comparable enterprise IT service-management platform to manage incidents and service requests.
- Strong troubleshooting, analytical and problem-solving skills, with the ability to diagnose technical issues and identify appropriate resolutions.
- Strong written and verbal English communication skills, including the ability to explain technical information clearly to non-technical users.
- Ability to prioritise competing requests, take ownership of issues and deliver reliable outcomes within agreed service levels.
- Ability to work independently while collaborating effectively with regional and Global IT teams.
- Strong organisational and time-management skills.
- Good understanding of IT security principles and the importance of complying with corporate policies, standards, and procedures.
Desirable Qualifications And Experience
- Bachelor’s degree in information technology or a related discipline.
- ITIL Foundation certification or practical knowledge of ITIL principles and service-management best practices.
- Experience supporting Apple devices, smartphones and mobile-device-management environments.
- Understanding of networking fundamentals, including TCP/IP, LAN, WAN, Wi-Fi and basic connectivity troubleshooting.
- Experience of using ServiceNow.
- Experience supporting collaboration and video-conferencing technologies, including Microsoft Teams, Zoom and Logitech meeting-room solutions.
- Experience supporting device deployment, hardware refresh, and IT asset-management activities.
- Experience working within a global, regulated or security-conscious corporate environment.
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What Success Looks Like
Success in this role means providing employees with responsive, professional and dependable IT support while taking ownership of issues through to resolution.
The successful Local IT Support Specialist will help ensure that:
- Employees receive timely and effective support, with clear communication throughout the resolution process.
- Incidents and service requests are appropriately prioritised, documented and resolved within agreed service levels.
- Local onsite technology, meeting-room systems and other supported IT services remain reliable and well maintained.
- Employee onboarding, offboarding and device-deployment activities are completed accurately and efficiently.
- IT asset and inventory information is maintained accurately.
- Technical documentation and knowledge-base content remains useful, accurate and current.
- Issues requiring specialist expertise are effectively coordinated and escalated to the appropriate regional or Global IT teams.
- IT activities are performed in accordance with Boston Scientific policies, security standards and regulatory requirements.
- Employees experience IT as a professional, approachable and reliable business partner.
Learn more about our benefits here => EMEA https://secure.bscbenefitsconnect.com/europe/
We, Boston Scientific, are an equal employment opportunity employer. We do not and will not make any personnel decisions (like recruiting, hiring, job assignments, and promotions) based on a person’s age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.
Requisition ID: 635789
Boston Scientific transforms lives through innovative medical technologies that improve the health of patients around the world. As a global medical technology leader for more than 45 years, we advance science for life by providing a broad range of high-performance solutions that address unmet patient needs and reduce the cost of healthcare. Our portfolio of devices and therapies helps physicians diagnose and treat complex cardiovascular, respiratory, digestive, oncological, neurological and urological diseases and conditions. Learn more at www.bostonscientific.com and follow us on LinkedIn.
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