IT Analyst - End User Support

About the role

Boston Scientific is hiring an IT Analyst in Mascot, Sydney, reporting to the Head of IT, ANZ. The role works with users across the business to ensure effective computer, endpoint and system operations, prioritising, documenting and resolving end-user service requests. It also leads the rollout and implementation of technical solutions and infrastructure at a local level, in partnership with Global and Regional IT teams.

Key responsibilities

• Provide responsive, high-quality technical support to employees across Australia and New Zealand, including remote support.
• Troubleshoot and resolve incidents and service requests for PCs, laptops, mobile devices, printers, Microsoft 365, applications, networks, Windows and other systems.
• Manage and prioritise requests through the IT Service Centre, keeping users informed of progress.
• Support employees with ongoing guidance, training and new-hire IT orientation.
• Partner with Regional and Global IT teams to implement new technologies, tools and infrastructure, and support local technology projects from planning to implementation.
• Coordinate IT purchasing requirements and purchase requisitions, and help plan, manage and budget IT equipment.
• Ensure IT activities follow company policies, security requirements and regulatory standards, and communicate clearly with stakeholders.
• Collaborate with colleagues locally, regionally and globally, and support other Boston Scientific locations, which may involve domestic and international travel.
• Occasional after-hours or weekend support when business or implementation needs require it.

Required profile

• Degree in Computer Science, Information Technology or a related discipline, with about five years of relevant IT experience.
• Demonstrated experience in an IT support or technology role with a strong customer service and end-user focus.
• Strong remote troubleshooting, analytical and problem-solving skills, and excellent communication skills, able to explain technical information to non-technical audiences.
• Effective organisation, project management and time management skills, and a proactive, collaborative approach.
• An understanding of commercial business environments, ideally within a product sales or global matrix organisation.

Required skills

• Windows 10/11, macOS and Microsoft 365.
• Hands-on support of PCs, laptops, mobile devices and printers.
• Microsoft Intune, Active Directory/Entra ID, SCCM, networks, server and storage infrastructure, and IT ticket management systems.
• Working knowledge of Windows Server, TCP/IP, LAN/WAN, VPN, VoIP and networking environments.

What we offer

• Hybrid work model with at least three days per week in the local office.
• Great Place to Work certified, inclusive employee resource groups and wellbeing days.
• Discounted health insurance, ability to buy additional annual leave and an employee stock purchase plan.
• Access to an Employee Assistance Program.