IT Service Desk Engineer

Metric Bio are delighted to be supporting Butterfly Network with the hire of an IT Service Desk Engineer in Taoyuan, Taiwan.

Company Description

At Butterfly Network, we're leading a digital revolution in medical imaging, transforming an industry that has long relied on bulky, analog systems. With our proprietary Ultrasound-on-Chip technology, we're democratizing healthcare by shifting ultrasound from the expensive, stationary systems of the past to the connected, mobile, and software-enabled platforms of today. In 2018, we launched the world's first handheld, whole-body ultrasound, Butterfly iQ – followed by iQ+ in 2020 and iQ3 in 2024, each more powerful than the last.

Our innovation doesn't stop at hardware. Butterfly combines our advanced device with intelligent software, AI, services, and education to drive adoption of affordable, accessible imaging. Our technology is proving to help clinicians, clinics, and hospitals enhance care, cut costs, and expand imaging access. We've been recognized by Prix Galien USA, Fierce 50, TIME's Best Inventions, Fast Company's World Changing Ideas, among other awards.

We're a team of bold thinkers, problem-solvers, and innovators ready to shape the future of medical imaging. Let's build something extraordinary together

Job Description

We are seeking an experienced onsite IT Service Desk Engineer who will be responsible for guaranteeing and supporting the architecture as well as users of the organization. They will be focused on great customer service, reliability, and efficiency, while maintaining the highest levels of availability, performance and security.

As part of our team, your core responsibilities will be:

• Onsite end user support.
• Provide best practice customer service to all users of Butterfly Network.
• Ticket queue management (triage, assign, update, resolve, or escalate) and adhere to any established OLAs/SLAs.
• Provide advanced troubleshooting and problem resolution of escalated production systems and services.
• Conduct periodic maintenance of hardware and software updates to systems to ensure stable performance of the environment.
• Provide support to members of the IT Service Delivery team.
• Author and revise documentation of environment and operation procedures as needed.
• Assist with creating, updating and managing documentation of assets, configurations, passwords, processes, etc. and maintaining accurate documentation.
• Assist with on-boarding/off-boarding of employees (i.e., creating new users, configuring laptops, and setting up desks/workstations).
• Maintain a strict security posture for both office and lab environments.

Qualifications

Baseline skills/experiences/attributes:

• Preferred bachelor's degree in technology, science, engineering, or a related field
• Proficiency in enterprise class operating systems: Windows, MacOs, and Unix/Linux
• 3+ years of experience with G-Suite, Office 365, Entra ID, JAMF, and InTune
• 3+ Experience with in-office and web conferencing (Zoom, WebEx, Creston etc.)
• 3+ Experience with ticketing systems (Jira, ZenDesk, etc.)
• Experience with Active Directory, DNS, DHCP, File and Print server function
• Experience with network switches, subnets, routing, and VLANs.
• Experience with iOS and/or Android OS

Values

Innovation is what we do. Our values are how we make it happen. Butterflies are and believe in…

1. Patient-Centric Innovators: Our mission is THE mission.
2. Empowered to Impact: Every voice matters.
3. One Team, One Goal: Unity fuels progress.
4. Growth Champions: We embrace challenges.
5. Action-Oriented Achievers: We follow through, every time.

Location

This role will be office based, requiring in person presence in our office five days a week. Our offices offer kitchens stocked with snacks and beverages, comfortable work stations, and multiple opportunities to collaborate with your colleagues to build community. This is an in-office position and will be based out of our office in Taiwan.

Benefits and Perks

• Basic insurance through the Taiwan government - as a health-tech company, we place great worth on our teams' well-being
• Company-provided lunches + kitchen stocked with snacks
• Beautiful office in the tech hub of Taiwan
• Competitive salaried compensation - we value our employees and show it
• Equity - we want every employee to be a stakeholder
• Generous holiday calendar - we encourage employees to celebrate throughout the year
• Team-building social events throughout the year (e.g. New Year, Mid-Autumn Festival, etc.)
• The opportunity to build a revolutionary healthcare product and save millions of lives