Advanced Support Specialist 1 (Tier 2 IT Service Desk)

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:

The DEXCOM Advanced Support Team is part of the in-house IT Helpdesk team established last 2020 and provides IT services to all Dexcom employees on their IT support needs globally. The Advanced Support Specialist 1 (Tier 2 IT Service Desk) serves as the next level of screening, isolation, and advanced troubleshooting for complex IT incidents and service requests escalated by the Tier 1 Service Desk team. The team is responsible for resolving issues related to computers, operating systems, peripherals, web-based technologies, and related Manufacturing and Production Enterprise applications and systems. Team members also prepare and process incident reports and assist in hardware and software evaluations.

Note: May be supporting any internal and external client-focused for company-hosted web-enabled solutions.

Where you come in:

• You should be able to provide advanced and next-level triage, troubleshooting issues/tickets escalated by TIER1 Level, and remote assistance for problems with computer systems, peripheral equipment, operating systems, and web browsers.
• You will help users solve their IT problems and provide targeted instructions to users to improve their skills and confidence in using computer systems and applications. Track, report, and create documentation for recurring problems.
• You should be able to facilitate workflow processes and maintain all aspects of the internal helpdesk system. Including server maintenance, backups, and user credentials.
• You will maintain service-level agreements (SLA) within acceptable parameters as deemed by management.
• You should be able to create, update, and review documentation such as- IT notifications, diagrams, procedures, customer support, internal support, and technical support etc.
• You will assist with project planning and implementation including new systems or application rollouts, compliance, and security testing for software applications, and updating software guidelines and instructions as needed.
• You will coordinate user notifications of project and maintenance activities, and update documentation for user instructions and guidelines. Gather, organize, and analyze report data from multiple sources to identify patterns.
• You will document each issue and follow from entry to closure with same day communication back to end user. Use and maintain Service Desk ticketing system for logging, documenting, and communication of issue and resolution information.
• You should be able to effectively manage and organize IT reports and other documentation needed and necessary.
• You will support and backup other IT services as needed and other duties as assigned.

What makes you successful:

• You must have a strong interest in the evolving IT technology, and agility at learning new products and features.
• You must have the ability to deliver great customer experiences in any environment, delivered with HIGH quality of support and to be invigorated by constant personal interaction.
• You have strong business communication skills that let you converse as freely and comfortably with small groups as with individual customers you are engaged with. A good conversant in English language – both on speaking and writing.
• You must have a good work attitude, adaptability, and multi-tasking skills with hunger for growth on both personal and professional areas.  Off-shore IT Support customer handling experience is a plus.
• You are prepared to work on a hybrid working environment office setup – e.g. working ONSITE and/or working REMOTE.
• You have notable years of experience in a Service Desk and/or a Helpdesk environment providing IT Support services in different workstream platforms – e.g. providing IT Support thru Calls, Chats and ITSM Ticketing tools.
• You have extensive experience with a Ticketing tool – such as ServiceNow or other IT Service Management tools.
• You have experience or extensive background in doing support for both Windows OS and MAC IOS machines.
• You have the knowledge, background or exposure in using Active Directory Management - used as one of the tools for an IT Service Desk / Helpdesk support operations environment.
• ITIL v4 certification / Certified Service Desk Analyst (CSDA) / MAC certification – either one of which is nice to have.

What you’ll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Travel Required:

• 15-25%

Experience and Education Requirements:

• Typically requires a Bachelor’s degree and 0-2 years previous experience.

#LI-Hybrid

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.

AI in Hiring Notice: We may use AI supported tools to help make our hiring process more efficient, consistent, and accessible for candidates around the world. All hiring decisions are made by people.

At Dexcom, we are committed to providing a fair and inclusive recruitment process, and welcome candidates of all genders and gender identities to apply. If any wording in this description appears unintentionally gendered or exclusionary, please be assured this is not intentional.

Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition at talentacquisition@dexcom.com.

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