IT Remote Lab Support Specialist
Intuitive - Las Vegas, NV
posted 3 months ago
About the position
The IT Remote Lab Support Specialist position at Intuitive Surgical is a pivotal role designed for an experienced IT support generalist with a strong background in enterprise Windows and Linux support. This position primarily focuses on providing remote support for the development and manufacturing of next-generation surgical robots. The specialist will interact with computers, robots, and software/hardware engineers, making it essential to have a broad base of knowledge and skills in IT support. The ideal candidate will be a self-starter, capable of quickly learning new skills and adapting to the dynamic needs of the role. In this role, the specialist will be responsible for remotely assisting corporate and field users, addressing IT assistance requests that may be escalated from Tier I, II, or III support. The position requires availability for after-hours support to respond to escalations remotely. Documentation and training are also key components of the job, as the specialist will need to learn, document, and maintain work instructions, best practices, knowledge bases, and other training materials. Additionally, the role involves on-site support, requiring travel to regional sites and hub locations to provide further assistance as needed. The specialist will coordinate lab support, bridging the gap between manufacturing and engineering lab support, providing remote solutions when possible, and coordinating local support when necessary. Employee training is another critical aspect, as the specialist will travel to regional sites to train new employees or those new to their positions. Project management skills will be utilized to manage or participate in various assigned projects, contributing to the timely completion of company and departmental goals. Effective communication with management regarding issue reporting, status updates, and resolutions is essential, as is coordination with other teams to facilitate issue resolutions.
Responsibilities
- Provide remote support to corporate and field users, addressing requests for IT assistance directly or as escalated from Tier I, II, or III support.
- Be available to respond to after-hours escalations remotely.
- Learn, document, and maintain Work Instructions, best practices, knowledge bases, and other training materials.
- Travel to regional sites and hub locations to provide additional support as needed.
- Bridge the gap between manufacturing and engineering lab support, providing remote solutions when possible and coordinating local support when necessary.
- Travel to regional sites to train new employees or those new to their positions.
- Manage or participate in various assigned projects as needed.
- Contribute to the timely completion of company and departmental goals as defined by management.
- Communicate with management to provide timely reporting of issues, status, and resolutions.
- Coordinate with other teams to facilitate issue resolutions.
Requirements
- Minimum Bachelor's degree or equivalent work experience is required.
- Minimum 5 years of experience supporting Ubuntu Linux in a Microsoft Windows computing environment.
- Ability to resolve difficult problems using a variety of structured troubleshooting approaches.
- Excellent customer service, attention to detail, time management, and organizational skills.
- Excellent communication skills both verbal and written (including grammar, spelling, punctuation, and formatting for readability).
- Strong knowledge of Microsoft Windows desktop operating systems.
- Familiarity with Linux is a plus.
- Experience supporting an Active Directory environment and various business applications.
- Basic understanding of Organizational Units (OUs), Group Policy Objects (GPOs), and Security Groups.
- Basic familiarity with SCCM is a plus.
- Knowledge of networking (subnets, routing, VLANS, firewall rules, etc.).
- Ability to repeatedly lift 50+ lbs. to workbench/desk top height.
- Weekend and non-business hours support required as needed.
- Should be flexible and able to complete projects outside normal daily duties as needed.
Nice-to-haves
- Relevant certifications such as CCENT or higher, various MCITP, Security+, A+, and ITIL are desired.
- Experience working in a software/hardware engineering environment is a plus.
Benefits
- Market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity.
