IT - Services Engineer

About SHL Medical
SHL Medical is a world-leading provider in the design, development, and manufacturing of advanced self-injection devices. With a global team of 6,000 employees, we partner with leading pharmaceutical and biotech companies to deliver innovative autoinjectors, pen injectors, and other drug delivery systems that ensure effective treatment for patients. Headquartered in Switzerland since 2018, with key operations in Sweden, Taiwan, and the US, we are united by a commitment to innovation, impact, and growth. Together, we empower our people to develop solutions that make a meaningful difference in the lives of millions of patients while fostering a supportive, inclusive, and dynamic workplace for our colleagues.

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.

Main Responsibilities

• Service Delivery and Process Adherence 
  • 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)
• Incident Management and Service Request Fulfillment
  • Serve as the primary point of contact for the Services, 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
• Knowledge Management and Continuous Improvement
  • 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
• IT Asset Management IT
  • 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
• System Maintenance and Updates
  • Execute routine updates and maintenance for endpoints according to schedules and plans

Minimum Qualifications

• 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.

We Offer:

• Challenging assignments in a fast-growing and innovative industry.
• A multicultural team and modern working environment with state-of-the-art facilities and technologies.
• A place where we take pride in the inclusive and collaborative environment we have built - one where a true sense of belonging fosters meaningful exchange and shared growth.
• Various opportunities for personal and professional development within a global organization.
• Flexible hours and hybrid working policy.