Job Detail

Description

Join a team that is changing millions of lives.

Transforming smiles. Transforming lives. Transforming an industry.

At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our teams are constantly pushing the boundaries of what’s possible.

Ready to join us? 

About this opportunity

Align Technology is a fast paced, empowered, international working environment. Align is progressive company that encourages creativity, innovation and a focus on providing outstanding services to our customers. The Senior Service Desk Engineer will be a member of IT Infrastructure and Operations team.

The Senior Service Desk Engineer role is responsible for managing the operation of the Service Desk and Operations in our new EMEA HQ in Switzerland. This role is crucial to ensuring customer requirements are met in terms of communication, prioritization, escalation and incidents and requests resolution.

In this role, you will…

• Collaborate with IT staff and business folks to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.


• Work with executive team members, decision makers, and stakeholders to define business requirements and systems goals, and to identify and resolve business systems issues and areas for development & improvement.


• Able to plan, prioritizes work based on general policies and management guidance. Be self-sufficient in delivering solution of several related tasks and problems in a timely manner.


• Contribute to Service Improvement.

Operational Management

• Respond to assigned tickets and request within business defined service level agreements. Logging of problems and resolutions using ServiceNow.


• Manage AD computers and users accounts.


• Manage Office 365 accounts.


• Configure and manage corporate end-user hardware and software.


• Provide support for remote users.


• Solve complex IT issues at end-user level. Perform independent research for complex IT questions using available information resources and the internet.


• Responsible for efficient troubleshooting and resolution of issues related to systems and services provided by IT Infrastructure Services and Apps team through effective, communication and collaboration with other team members and 3-d level support, including vendors/suppliers and service providers.


• Develop and implement team and inter-team workflow processes.


• Support Audit activities related to Encryptions and Anti-Virus.


• Test, analyze, and recommend new standards for laptop and desktop, communicate with vendors.


• Create technical documentation to strengthen the service-desk support capabilities. Follow the standard procedures.

Required Technical skills:

• Good background in Microsoft Windows 7/10, Microsoft Office 2013/2016 and Windows Server 2008/2012r2.


• Exceptional communication skills: ability to explain technical issues in a non-technical fashion.


• Deep understanding of ITIL.


• Experienced with TCP/IP, networking, VPN troubleshooting.


• Solid understanding of iOS/Android (email service, security, apps).


• It is a plus to know Macintosh technologies.


• Support and configuration of Wireless connections.

The following skills would be considered a plus:

• Microsoft certifications (MCSA/MCSE).


• Experience in people management role.


• Information Security experience (Encryption, SCEP/NDES, Conditional Access).


• ITIL certificates.

Non-technical requirements:

• Ability to work with distributed teams across different time zones.


• Excellent organizational skills, spoken and written communication skills, documentation skills.


• Ability to understand customers and their requirements and communicate them accordingly to non-technical personnel.


• Ability to take ownership of problems/issues and manage until it is resolved.


• Execute to goals and objectives; make and keep commitments.


• Communication: excellent level of English speaking, writing and reading. Other European languages are a plus (e.g. Italian, French or Spanish).

Education and/or Experience

• Bachelor’s degree in Computer Science, Information Technology, or equivalent of 7+ years’ software/hardware help desk and/or front line customer service experience.


• Experience in a team environment.


• Ability to Travel internationally.

Physical Demands & Work environment

Extensive computer keyboarding and mousing. The employee is occasionally required to stand, walk, and reach with hands and arms, and may be required to lift up to 50 lbs.

Work schedule / hours

• Monday – Friday from 9:00 to 18:00


• 24x7 on call (if needed)


• Overtime might be required

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We also respect your privacy. Our Applicant Privacy Policies can be found here: jobs.jobvite.com/align-tech/