Senior Technologist, IT

Edwards Lifesciences is the global leader in patient‑focused medical innovations for structural heart disease, critical care and surgical monitoring. For more than 50 years, we have established a remarkable track record around that innovation:
Work that enables clinicians around the world to enhance and save lives.

• Troubleshoot and repair hardware and/or software for desktops, laptops, peripheral equipment, and other IT‑related hardware (Tier 2/3).
• Coordinate activities with third‑party vendors as needed, including order fulfillment, warranties, project needs, vendor relations, feedback, and escalations.
• Configure and manage customer workstations, portable computing devices, and peripherals following defined imaging and deployment processes.
• Create and maintain defined image and deployment processes for workstations, portable computing devices, and peripherals while aligning to global standards and regional requirements.
• Train users in various situations, educating them on hardware, software, and related systems through brief one‑on‑one, small group, ad‑hoc, and hands‑on “how‑to” instructions.
• Manage installation of desktops, laptops, peripheral equipment, and other IT‑related hardware, both onsite and remotely as appropriate.
• Assist the business with defining tablet and mobile device solutions to meet operational and business needs while remaining aligned with global IT.
• Manage priorities based on service requests, emails, Teams messages, and incident tickets while regularly updating tickets to reflect work performed.
• Provide appropriate visibility of costs related to service requests and comply with approval requirements.
• Define lifecycle upgrade requirements and other IT project support needs involving IT Technicians/Technologists.

• Provide timely support for THV Field Representatives and designated internal THV stakeholders to help minimize disruption to sales, field, and business operations.
• Assist with device readiness, application access, and basic troubleshooting for laptops, tablets, mobile devices, and approved THV tools.
• Support onboarding, device setup, application installation, and user readiness activities for new or transitioning THV users.
• Help identify recurring issues impacting Field Representatives or THV users and escalated patterns with clear documentation and recommended next steps.
• Partner with Desktop Support, Endpoint Management, Identity, Networking, Security, and application teams when issues require additional access, ownership, or escalation.
• Maintain accurate ticket updates, user communication, troubleshooting notes, and follow‑up until the issue is resolved or properly escalated.
• Support field productivity by explaining technical issues in clear, non‑technical language and ensuring users understand the next steps.
• Participate in lifecycle upgrades, device refresh activities, and support initiatives as assigned while maintaining Field Rep support as the priority.
• Available and responsive; understands user urgency and the importance of timely support for Field Representatives and THV users.
• Approachable and customer‑focused; able to communicate with Sales Representatives and Sales Operations users in a clear, non‑technical way while resolving technical issues effectively.
• Build confidence with Sales users by providing reliable, responsive, professional, and consistent support from initial contact through resolution.
• Develops strong working relationships with Sales users by demonstrating reliability, professionalism, urgency, and accountability in every support interaction.
• Ability to follow documented procedures and checklists accurately while recognizing when escalation or additional review is needed.

• Associate's Degree or equivalent in a technical degree/certification in related discipline.
• A minimum of seven years experience of work experience including IT hardware/software experience.

• Bachelor's Degree in computer sciences, information systems or related discipline.
• Ability to manage users and PCs using Active Directory and approved endpoint management…