CooperVision, a division of CooperCompanies (NYSE:COO), is one of the worlds leading manufacturers of soft contact lenses. The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit www.coopervision.com
Who We Are
Paragon Vision Sciences, Inc., a Cooper Vision specialty eye care company, is a world leading manufacturer of specialty contact lenses and oxygen permeable contact lens materials. Our CRT lens (a class three medical device) is considered the lens of choice by many eye care professionals around the world. Paragons office is located in Gilbert, Arizona.
Why Work With Us
We are certified as a Great Place to Work! Our environment recognizes each employee as a vital member of the team. Integrity and respect are fundamental to our working relationships. We are friendly, inventive, and dedicated. We dont quit until the job is done right! Our lenses dont just change vision, they change lives. Join a team that is passionate about improving others visual health and quality of life.
Job Summary:
Responsible for planning, delivering and attending regularly scheduled information sessions/staff meetings with key business units that review all current technologies, policies and procedures, projects and moves/adds/changes for a specific CVI facility. Accountable for staffing/capacity planning, process design, performance analysis, and developing proactive resolution plans for a specific CVI facility.
Essential Functions & Accountabilities:
Maintain in-depth knowledge of companys & Information Technologys strategic business plans.
Maintain and develop in-depth knowledge of companys existing architecture/infrastructure, and technology portfolio.
Document, communicate, and enforce global technology standards.
Develop and execute test plans to check infrastructure and systems technical performance
Develop and enforce request handling and escalation policies and procedures.
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Handle the development, implementation and administration of training procedures and policies.
Manage the overall IT related activities for a specific site.
Administers enterprise class tools such as SCCM and performs advanced scripting to analyze the enterprise computing environment, and for the development and planning of automated maintenance activities against security and compliance best practices.
Provides systems support, maintenance and administration of the IT infrastructure within the organizations computing environment. Performs onsite and remote analysis, diagnosis, and resolution of complex problems for end users, internal systems and hardware. Recommends and implements corrective solutions.
Develops policies and procedures that outline how problems are identified, documented, assigned and corrected
Contribute to escalated problem resolution by giving in-person, hands-on support to end users.
Ensure high levels of customer service quality and availability.
Monitor incident trends and anticipate potential problems for proactive resolution.
Identify, recommend, develop and implement regularly scheduled end user training programs to increase computer literacy and self-sufficiency.
Implements and supports office productivity tools to enhance communication and collaboration between local and regional facilities.
Prepares, maintains, and upholds procedures for logging, reporting, and statistically monitoring IT infrastructure and desktop/mobile operations.
Develops policies and procedures that outline how problems are identified, documented, assigned and corrected
Daily support and configuration of server and application backup and restore where required.
Global active directory services and related components
Daily support of highly virtualized global environment through the use of VmWare, VSphere and Citrix environments, as well as associated replication technologies.
Aid in the implementation, and support of Microsoft systems including Server OS, SCCM, ADS, Exchange, SQL, and the associated applications they support.
Administers maintenance and installation of equipment and system/application software upgrades.
Support file structures and user access to all user data.
Assist in developing long-term strategies and capacity planning for meeting future desktop hardware, software and related equipment needs.
Conduct research on IT infrastructure in support of procurement and development efforts. Evaluate and recommend products for purchase.
Write technical specifications for hardware/software configurations, installations and deployments.
Follow the service desk management process. Ensure all incidents and requests from customers are recorded and updated within the service desk system. Escalate support calls in accordance with IT procedures.
Enforces the security policies of the organization and follows Sarbanes Oxley (SOX) IT process.
Communicates, shares problems and resolutions, and works with the other IT verticals in order to effectively deliver IT services
Performs onsite and remote analysis, diagnosis, and resolution of complex problems for end users, internal systems and hardware. Recommends and implements corrective solutions.
Installs, configures tests, maintains, monitors, and troubleshoots end-user related hardware and software (in person, by telephone, or via e-mail) in order to meet or exceed published SLAs; with effective management of the customer relationship during the entire support process
Constantly assess the need for and implements performance upgrades to all related end user hardware
Collaborates with Server Storage Group and Network Groups to ensure efficient operation of the companys desktop computing environment.
Administers and resolves issues with associated networking, server and telephony products.
Receive and responds to incoming calls, Service Desk tickets, and/or e-mails regarding IT support.
Performs moves, adds, and changes (MAC) requests as they are submitted.
Prepares tests and applications for monitoring desktop performance and provides performance statistics/ reports.
Provides information to internal customers on the functionality & applications of standard CooperVision IT systems.
Maintains and builds professional and technical knowledge by attending educational workshops and training events, by subscribing to and reading trade periodicals and by reading applicable technical manuals, books and guides.
Daily interaction and collaboration with other technology verticals as well as key business units regarding project planning, troubleshooting initiatives, and day to day operations.
Develops and maintains an inventory of all computer related hardware.
Accurately documents instances of desktop equipment or component failure, installation, and removal.
Liaise with third-party support and PC equipment vendors.
Maintains regular office hours and reliable attendance. Provides support during regular office hours and is able to respond to urgent matters and planned events after hours when needed.
Participates in the out of hours support call rotation.
Performs other related duties as assigned
As business needs dictate, works extended hours to complete daily department goals or tasks to include mandatory overtime.
CooperVisions management team is committed to the development of and implementation of the quality management system and maintaining its effectiveness by communicating to the organization the importance of meeting customer as well as statutory andregulatory requirements.
Qualifications
Knowledge, Skills and Abilities:
Solid relationship management and performance management skills.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Excellent written, oral, and interpersonal communication skills with a focus on listening and questioning skills.
Ability to conduct research into issues and products as required.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed.
Exceptional Customer Service skills
Advanced scripting for automated deployments and managements tasks
Excellent technical knowledge of PC desktop hardware and software, including MS Windows 7/10, MS Office suites and related products (Outlook, Excel, Word, Visio, Power Point, Project, Office 365, etc.), web browsers, and utility applications such as anti-virus, file management, desktop deployment and backup software
Working technical knowledge of current protocols, operating systems, and standards.
Excellent technical knowledge of mobile devices (smart phones, tablets, etc.).
Ability to operate tools, components, and peripheral accessories.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Maintains confidentiality of customer and company information
Extremely team-oriented and skilled in working within a collaborative environment.
Work Environment:
On-call availability.
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.
Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals
Experience:
Extensive application support experience
Proficient in conducting group/individual end user training
Hands-on hardware troubleshooting experience.
Extensive equipment support experience with servers, laptops, desktops, mobile devices, etc.
Familiarity with the principles of ITIL
Education:
College diploma or university degree in the field of computer information systems and/or 8 plus years equivalent work experience; or an equivalent combination of education and experience
Certifications in A+, Network+, MCDST, and ITIL preferred.
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