IT - Services Engineer

SHL (Scandinavian Health Ltd) is currently the world's largest privately-owned designer, developer and manufacturer of advanced drug delivery systems. The organization was established in 1989 by Swedish entrepreneurs Roger Samuelsson and Martin Jelf with the goal of combining world-class manufacturing in Asia with the strengths of Western Management practices. SHL manufactures devices including pen injectors, auto injectors and inhaler systems. We also manufacture a range of other products including pressure mattress systems, patient lifting slings, medical soft goods, beds, neurosurgical devices, catheters and industrial equipment.

瑞健集團(SHL)成立於1989年，目標以西方管理模式在亞洲打造具有國際水準的生產中心。如今，在全球製藥及生物科技領域，SHL已成為藥物輸送系統的OEM/ODM領導製造商，如自動安全注射器。除此之外，SHL還擴展許多產品線，像是軟性結構類醫療產品、醫療氣墊床、醫療床、腦神經手術器具、工業 設備和醫療用吊昇設備等，目標市場為北美、歐洲及亞洲。

【Job Overview】

In Taiwan, SHL Medical is looking for a Services Engineer as part of the Information Communication Technology Services team. The responsibility of the Services Engineer comprises the management and maintenance of Microsoft Windows client infrastructure. The position cooperates closely with end users, vendors, IT, Security, and business stakeholders. Together with business users and system owners, the Services Engineer plans, proposes, and provisions client technical solutions that meet technical best practices and the company’s business goals. SHL Medical 正在尋找一名資訊工程師加入資訊台灣資訊團隊。資訊工程師的職責包括管理和維護 Microsoft Windows 客戶端基礎設施。此職位需與終端用戶、供應商、IT、安全部門以及業務相關方密切合作。資訊工程師將與業務用戶和系統擁有者共同計劃、提案並提供符合技術最佳實踐和公司業務目標的客戶端技術解決方案。

【Responsibilities】

Service Delivery and Process Adherence 服務交付和流程遵循

• Strictly adhere to all applicable Standard Operating Procedures (SOPs) and Work Instructions (WIs)
• Implement and maintain IT Service Management (ITSM) best practices and Good Manufacturing Practices (GMP)
• 確實遵守所有適用的標準作業程序(SOP)和工作說明書(WI)
• 落實並執行IT服務管理(ITSM)最佳實務做法和優良製造規範(GMP)

Incident Management and Service Request Fulfillment事件管理和服務請求履行

• Serve as the primary point of contact for the Servics, handling all incidents and service requests across the organization.
• Provide comprehensive IT support through multiple channels (phone, ITSM portal, walk-in)
• Deliver remote troubleshooting and phone-based technical consultation services
• Manage tickets in the ITSM system according to defined Service Level Agreements (SLAs)
• Assess the nature, impact, and urgency of incidents, escalating to Level 2 (L2), Level 3 (L3) support, or Subject Matter Experts (SMEs) when necessary
• Investigate user requirements, collaborating with L2/L3 engineers and SMEs to ensure needs are met
• 擔任 IT Services 第一線窗口，負責接收和處理所有事件(Incident)和服務需求(Service Request)
• 透過多元管道(電話、ITSM系統、現場支援)提供全方位的IT支援服務
• 提供遠端故障排除和電話技術諮詢服務
• 依據服務等級協議(SLA)在ITSM系統中管理工單(Ticket)
• 評估事件的性質、影響範圍和急迫性，必要時將問題向上升級(Escalate)至二線(L2)、三線(L3)支援或專業技術人員(SME)
• 調查使用者需求，與L2/L3工程師和SME合作，確保需求獲得滿足

Knowledge Management and Continuous Improvement知識管理和持續改進

• Collaborate with SMEs to develop and update the First Level Resolution (FLR) knowledge base
• Strive to improve First Contact Resolution (FCR) rate and optimize problem-solving efficiency
• 與SME合作開發和更新第一線解決方案(FLR)知識庫
• 致力提高首次聯繫解決率(FCR)，提升問題解決效率

IT Asset Management IT資產管理

• Establish and update standards for IT equipment allocation
• Maintain accuracy of asset status within the ITSM system
• Assign IT assets based on user requirements and Work Instruction
• 制定和更新使用者資產使用與配發標準
• 維護ITSM系統中資產狀態的正確性
• 依據使用者需求和內部標準分配IT資產

System Maintenance and Updates系統維護和更新

• Execute routine updates and maintenance for endpoints according to schedules and plans
• 按計畫執行終端設備(Endpoint)的例行更新和維護

【Qualification】

• Knowledge in Windows client performance analysis, including use of performance monitor or related tools to identify bottlenecks or resource issues. 
• A high level of autonomy in combination with a results-driven mindset. 
• Not afraid to speak English, and willing to work in a foreign company environment.
• 了解Windows客戶端性能分析，包括使用性能監控器或相關工具識別瓶頸或資源問題
• 具有高度的自主性，並具有以結果為導向的心態
• 不害怕說英文，願意在外商環境中工作