Amcare IT Technician

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit
At Convatec, we’re transforming our business for the better. Better products. Better ways of working. And better ways of delivering for our customers and each other. We’re aiming for nothing short of excellence. Join us on our journey to #ForeverCaring as an Amcare IT Technician , and you’ll do the same.

Multiskilled IT Support technician is required to provide, high quality support to public facing customer service teams and fast-moving distribution centres, both onsite and via remote connection. This role will be office based within Amcare’s main Contact Centre located in Runcorn but support the wider Amcare organisation and colleagues in the US as required. This role will be pivotal in prompt technical resolutions, successful project delivery and ensuring technology correctly supports the delivery of world class customer service.

Key areas of support will be (but not restricted to):

Network and Infrastructure (Cabling, Routing, WiFi and Security) Network configuration and Management Server (Set up, Management and Security) • Windows devices (Laptop and Desktop) build and support Multi-functionprinters, Document Scanners and Fax Software installation and validation Phone and Mobile devices (Setup, Configuration and MDM) Application Management and Guidance. (Microsoft applications / BT NGCC cloud ect) Awareness of Distribution Centre hardware (Digital scanners, Barcode printers, work bench printers, Cutting Systems) Awareness of Amcare applications (MTUK, Dynamics Operations, CCOMS, Me+ PRS, Amcare Website) Simple maintenance tasks for a range of hardware devices First line support (via Phone/Email) (all Amcare) Second line support (escalation) Issue/problem recording, documentation and reporting Asset management/control Duties and Responsibilities Respond in a prompt and timely manner to incidents, issues and problems raised Provide First Line support to all Amcare end users (via Phone, email, Teams and Remote connection) Provide Second Line Support (escalated) where appropriate Provide Business Continuity and DR support (out of hours) if required Provide face to face workplace support and troubleshooting for Amcare Systems, Applications and Hardware Provide swift resolution to technical issues / effective escalation where appropriate Support Onboarding/Offboarding with technical equipment and requirements Support 180Medical Technical Leads (US) with local configuration / Management Provide cover for 180Medical staff as required Participate in Amcare IT Projects Participate in Major incidents/Problem/ change management and resolution Help to ensure minimal technical disruption for Amcare Ensuring Data security and GDPR Guidelines Prioritises workload effectively Proactive and effective team member for both UK and US Deliver effective support and training on Amcare systems Active participant in the successful project delivery

Skills and knowledge:

Service Desk support First/Second line Windows device support / build Mobile device familiarisation Mobile operating systems (iOS/Android) Hardware instillation / configuration (Servers, Network, Printing ect) Server Setup / Configuration / Support Software / Application instillation and validation Travel Requirements Occasional requirement to travel to any Amcare site as required. To facilitate issue resolution, training, or instillation.

Education and Experience:

A wide-ranging knowledge of information and communication technologies Minimum 3 years IT support experience in large office environment Degree (or equivalent) ICT related discipline Demonstrated Understanding of best practice (ITIL, Change Management, Service Delivery) Experience of Warehouse and distributions centre systems (Desirable) Experience of public facing contact centres (Desirable

Our products make a big difference every day. So will your contribution. The work you do will mean more, because it’ll make things better for your team, our business or our customers’ lives. It’ll inspire you to deliver to your very best. And we’ll be right behind you when you do.

This is a challenge more worthwhile.

This is work that’ll move you.

#LI-CB1

#LI-Onsite

Beware of scams online or from individuals claiming to represent Convatec

A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.

If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at .

Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

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