Overview
In this role you will deliver frontline IT support to UK & Ireland employees, ensuring timely resolution of incidents and service requests. You will act as the local IT contact, collaborating with regional and Global IT teams to maintain reliable end-user technology and positive employee experiences. You will support devices, collaboration tools, and business applications while adhering to global IT standards and security requirements. This position offers a hands-on, customer-focused environment with impact on onboarding, asset management, and IT service quality. You will help shape a responsive, professional IT partner for the business.
Responsibilities
- Provide first- and second-line IT support for onsite and remote UK&I employees within agreed SLAs.
- Own technical issues from incident to resolution and escalate when needed to regional/global teams.
- Support end-user devices and core applications (Windows 11, Microsoft 365, Microsoft Authenticator).
- Record and manage incidents and service requests in ServiceNow.
- Assist with onboarding/offboarding, device provisioning and guidance.
- Maintain local IT services and infrastructure (meeting-room tech, printers, network).
- Support collaboration and video-conferencing tools (Microsoft Teams, Zoom, Logitech room systems).
- Manage IT asset lifecycle (hardware deployment, refresh, inventory, disposal).
- Create and maintain technical documentation and knowledge base articles.
- Collaborate on technology projects, upgrades, deployments, and IT initiatives with regional/global teams.
- Follow IT policies, security standards, regulatory requirements and escalate security issues as needed.
- Maintain strong employee experience through responsive, clear communication during support.
Key requirements
- A relevant IT qualification, professional certification, or equivalent practical experience.
- At least two years in first- or second-line IT support in a corporate environment.
- Experience supporting both onsite and remote users with a strong customer focus.
- Hands-on experience with Windows 11, Microsoft 365 and common end-user technologies.
- Experience with laptops, mobile devices, printers, and meeting-room equipment.
- Experience using ServiceNow or similar ITSM platforms.
- Strong troubleshooting and problem-solving skills.
- Excellent written and verbal English communication skills.
- Ability to prioritise requests, own issues, and meet SLAs.
- Ability to work independently and collaborate with regional/global IT teams.
- Strong organisational and time-management skills.
- Good understanding of IT security principles and policy compliance.
- customer-service mindset
- effective communication
- problem-solving
- Windows 11
- Microsoft 365
- ServiceNow
Local IT Support Specialist - UK & Ireland in Hemel Hempstead employer: Boston Scientific Corporation
At Boston Scientific, we pride ourselves on being an exceptional employer, offering a collaborative culture that fosters innovation and personal growth. With remote working opportunities across the UK and Ireland, employees benefit from access to cutting-edge tools and training, ensuring they can advance their careers while making a meaningful impact in healthcare. Join us to be part of a global team dedicated to improving lives through your work, supported by a strong commitment to diversity and employee development.
Contact Details:
Boston Scientific Corporation Recruitment Team
