Desktop Support Specialist

About Dexcom:

Dexcom empowers people to take control of diabetes through innovative continuous glucose monitoring (CGM) systems. Headquartered in San Diego, California, Dexcom has emerged as a leader of diabetes care technology.

We invite you to become a part of a fast growing, purpose driven team in our newly established business centre in Vilnius!

Summary:

In this role, the Desktop Support Specialist will be responsible for diagnosing and resolving technical issues with hardware or software systems. Working across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems and requests, have a real passion for customer service and enjoy helping others.

About the Role:

• Work with internal customers to identify, analyse, and effectively solve problems in a timely and organized manner.
• Set up, maintain, and troubleshoot desktop, laptop (Windows, Mac) and peripherals.
• Set up & configure printers, scanners, and other peripherals.
• Install and configure software.
• Troubleshoot conference room audio visual equipment.
• Document issue resolution using the service now ticketing system.
• Maintain and track inventory of all hardware and software resources.
• Work with outside vendors as needed.
• Contribute and aim to exceed monthly, quarterly, and annual department metrics. 
• Utilize various sources of data to analyse, suggest opportunities for process improvements.
• Respond to customer escalations and contributing to workload queues when service levels have been exceeded. 
• Maintain a collaborative and productive working relationship with their peers.
• Ticket handling duties in line with agreed SLAs.
• Adhere to our team charter.
  

About You:

• Degree level educated and/or 2+ years of relevant experience working in a support environment. 
• Hands-on hardware troubleshooting experience.
• Provide technical training and support to end-users.
• Excellent technical knowledge of desktop & software, including all current versions of Windows, Microsoft Office 365 applications, and PC hardware. 
• Understand fundamental networking concepts.
• Experience supporting remote users, including WIFI & VPN.
• Active Directory concepts and administration.
• Experience of Microsoft 365 administration.
• Excellent verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.
• Proven capability to handle challenging situations, a positive attitude with passion and drive.  
• Achieve service level goals and quality targets, managing and coaching employees to department performance standards.  
• Provide ongoing support and guidance including taking escalation calls, supporting customer problem resolution, providing materials, and ensuring goal achievement.  
• Implement, communicate, and interprets new and existing policies and procedure to staff members.  
• Proven ability to deliver results.
• Great troubleshooting skills with demonstratable ability to follow logical thought process when triaging issues.
  

We offer:

• Opportunity to work in global, innovative, fast-growing company with 8,000+ awesome colleagues.
• Flexible work.
• 5 additional vacation days.
• Health, Life and Accident insurance.
• Health and Wellness programs.
• Private Pension plan.
• Access to the best-in-class training and development programmes.
• Team buildings and events.
• Competitive salary and additional bonuses.

Monthly base salary for this position is from 2,452 EUR gross.

*The final offer will depend on your qualifications, competencies, and professional experience

Sounds like you? Apply!