Local IT Support Specialist - UK & Ireland

Boston Scientific transforms lives through innovative medical solutions that improve the health of more than 30 million patients around the world each year. We’re at the forefront of the medical device industry – leading, evolving it to address unmet and emerging needs in healthcare. Our culture powers our performance and we turn our shared vision into value with the contribution of our 36.000 colleagues around the world.

Local IT Support Specialist – UK & Ireland

Role Overview The Local IT Support Specialist is responsible for delivering high-quality first- and second-line IT support to Boston Scientific employees across the UK&I, including employees based at the Hemel Hempstead office and those working remotely.

As a key local IT point of contact, the role takes ownership of end-user technology issues through to resolution, providing hands-on support and coordinating with regional and Global IT teams where specialist expertise or escalation is required.

Working as part of the Global IT organisation, the Local IT Support Specialist helps ensure the reliable operation of end-user technology and local IT services while supporting business continuity and a positive employee experience.

The role requires a strong customer-service mindset, effective communication and problem-solving skills, and the ability to work independently while operating within Boston Scientific’s global IT standards, security requirements, and processes.

Key Responsibilities
• Provide first- and second-line IT support to onsite and remote employees across the UK&I, resolving incidents and service requests within agreed service levels.
• Act as a key local IT point of contact, taking ownership of technical issues through to resolution and coordinating with regional and Global IT teams where escalation is required.
• Support end-user computing environments, including laptops, mobile devices and standard corporate applications such as Windows 11, Microsoft 365, and Microsoft Authenticator.
• Manage, prioritise, and maintain accurate records of incidents and service requests using Service Now.
• Support employee onboarding and offboarding activities, including device preparation and deployment, user provisioning, and basic technology guidance.
• Maintain and support local IT services and infrastructure, including meeting-room technology, printers, and network connectivity, working with Global IT teams where appropriate.
• Support collaboration and video-conferencing technologies, including Microsoft Teams, Zoom and Logitech meeting-room solutions.
• Contribute to the management of the IT asset lifecycle, including hardware deployment, refresh activities, inventory tracking, and appropriate disposal processes.
• Create, maintain, and periodically review technical documentation, standard operating procedures, and knowledge-base articles to support effective issue resolution and employee self-service.
• Partner with regional and Global IT teams to support technology projects, system upgrades, deployments, and other IT initiatives.
• Follow Boston Scientific IT policies, security standards, regulatory requirements, and approved processes, and appropriately escalate suspected security issues or incidents.
• Maintain a strong focus on the employee experience by providing responsive, professional, and clear communication throughout the support process.

Essential Qualifications and Experience
• A relevant IT qualification, professional certification, or equivalent practical experience.
• At least two years of experience providing first- or second-line IT support within a corporate or similarly structured environment.
• Demonstrable experience supporting both onsite and remote users, with a strong commitment to delivering a high-quality…