Technical Support Service Desk Specialist - Level 2

BD Austria GmbH (fka Cato Software Solutions GmbH)

Location: San Agustin del Guadalix
Work arrangement: On-site
Job type: Full-time
Pay: €49,100 – €78,575 / year
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Key skills in this ad

Skills and tools

IT support
Helpdesk
Manufacturing
Marketing
Sales
Customer service
Agile

About this role

We are the people who give possibilities purpose

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Job Description

As part of our Global Customer Services (GCS) department, the Technical Service Desk Level 2 (L2) is in charge of:

Support of complex Technical Inquiries received from Level 1 (L1), Contract & Service Partners, Field Services, 2nd level of

the other countries in GCS.

Provide technical support on the hotline for the customers outside the core working hours

Provide support to Level 1 specialists within the hotline for daily business

Interface to GCS areas such as Quality; Development; Tech- Doc; Center of Excellence (COE); Center of Practice (COP) and

related teams.

Ensure compliance and improvement with required scope SLAs, KPIs, OLAs, KDGs

Contribute to continuous improvement of internal processes and documents for Technical Support

Own the availability and performance of customer remote connection capabilities, ensuring that all remote connectivity gaps

are identified, addressed, and closed to enable seamless remote support.

Primary Role Responsibilities

Ensure hotline coverage during assigned shifts in accordance with the duty roster established by the Team Lead.

Participate in early, late, weekend, holiday, and on-call support rotations as required.

Independently manage and resolve incidents, service requests, and technical issues from assigned work queues, adhering to

established priorities and service commitments.

Provide technical support, relevant training and consultation to customers, partners, and internal stakeholders.

Actively communicate with customers, business partners, and cross-functional teams to drive issue resolution and customer

satisfaction.

Collaborate with stakeholders across functions, including Sales, Quality, R&D, Regulatory, and Service Operations, on

projects and continuous improvement initiatives.

Investigate and process technical requests from customers, partners, and internal teams.

Create, document, and escalate technical issues to COP and R&D teams as appropriate.

Maintain compliance with operational processes, procedures, and direction provided by the Team Lead.

Contribute to increasing the L2 resolution rate through effective troubleshooting, root cause analysis, and knowledge sharing.

Support L1 teams in day-to-day operations, issue resolution, and technical development through coaching, mentoring, and

knowledge transfer activities.

Drive shift-left initiatives by transferring appropriate L2 activities and knowledge to L1 support teams.

Foster the professional development of L1 and L2 colleagues and contribute to special projects and strategic initiatives.

Ensure adherence to internal Operational Level Agreements (OLAs) and external Service Level Agreements (SLAs).

Provide feedback and support the implementation of new tools, technologies, and processes to improve operational efficiency

and customer experience.

Meet established deadlines and performance expectations for customer-to-customer (C2C) and operational deliverables.

Ensure the availability, reliability, and effectiveness of remote customer connectivity solutions. Proactively identify, manage,

and drive the closure of remote access gaps to maximize remote support capabilities and reduce the need for onsite

intervention.

Contribute to continuous improvement initiatives focused on service quality, operational excellence, and customer satisfaction.

Job Objectives

Demonstrate Lean thinking and continuous improvement principles in daily work activities.

Develop advanced expertise in designated product and solution areas.

Actively participate in Communities of Practice (COP) and knowledge-sharing forums.

Support operational excellence initiatives that improve service delivery, customer outcomes, and team efficiency.

Perform additional duties and responsibilities as assigned.

KSA Requirements (Knowledge, Skills & Abilities)

Relevant Qualifications

Technical degree, vocational qualification, or equivalent relevant experience.

Experience in technical customer support, service desk, field service, or a related customer-facing environment.

Strong customer communication and stakeholder management skills.

Innovative and open-minded approach to problem solving and process improvement.

Interest in Lean, Agile, and continuous improvement methodologies.

Desired Competencies & Skills

Strong understanding of Service Desk and IT Service Management processes.

Ability to troubleshoot complex technical issues in a structured and customer-focused manner.

Understanding of customer expectations and service excellence principles for both internal and external stakeholders.

Excellent teamwork, collaboration, and communication skills.

Ability to build effective working relationships across international and cross-functional teams.

Strong analytical and problem-solving capabilities.

Proficiency in the local language and, preferred, English; additional European languages are advantageous.

Commitment to upholding and promoting BD Values and The BD Way.

Ability to work independently, prioritize effectively, and perform in a fast-paced support environment.

Travel Requirements

Less than 25% travel required.

Why Join Us?

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.

We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

To learn more about BD visit [https://bd.com/careers](https://bd.com/careers).

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.

Required Skills

Optional Skills

Primary Work Location

AUT Vienna - Handelskai

Additional Locations

ESP San Agustin del Guadalix

Work Shift

At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under "[Our Commitment to You](https://jobs.bd.com/en/your-career-at-BD)."

Our salary or hourly rate ranges reward associates fairly and competitively. We regularly review these ranges and factors, such as location, contribute to the range displayed.

Our pay is based on the role and the necessary skills and education to perform it successfully. The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location. Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.

Salary Range Information

€49,100.00 - €78,575.00 EUR Annual

BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.

Pay

€49,100 – €78,575 / year

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