GROW WITH US: Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We’d love for you to team up with us to “innovate every day,” put “people first,” and take the “no-shortcuts” approach that has propelled us to become a leader in the diabetes technology industry.

STAY AWESOME: Tandem Diabetes Care is proud to manufacture and sell the Tandem Mobi system and t:slim X2 insulin pump with Control-IQ technology — an advanced predictive algorithm that automates insulin delivery. But we’re so much more than that. Our company’s human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Because many of our own team members live with type 1 diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more at tandemdiabetes.com

A DAY IN THE LIFE:

The IT Support Analyst provides Level 1 and Level 2 technical support for Tandem Diabetes’ EMEA region, ensuring a reliable and consistent IT experience for all users. This role supports end-user devices, business applications, and daily IT operations while serving as the first point of contact for technical issues. The analyst partners with global IT teams to maintain service quality, security, and compliance within Tandem’s regulated medical device environment.

Job Title: IT Support Analyst – EMEA

Location: Concentrix Porto Office / Hybrid (2–3 days per week in office, remainder remote)

Language: Must be able to able to speak English

Position Overview:

The IT Support Analyst provides Level 1 and Level 2 technical support for Tandem Diabetes’ EMEA region, ensuring a reliable and consistent IT experience for all users. This role supports end-user devices, business applications, and daily IT operations while serving as the first point of contact for technical issues. The analyst partners with global IT teams to maintain service quality, security, and compliance within Tandem’s regulated medical device environment.

What You're Day Will Look Like:

• Provide first-line IT support to EMEA employees through the Service Desk, email, chat, or phone, delivering prompt and professional assistance.

• Troubleshoot and resolve Level 1 and Level 2 hardware, software, and network issues for laptops, desktops, mobile devices, and peripherals.

• Install, configure, and maintain standard business applications, including Microsoft 365, Teams, One Drive, Share Point, Adobe, and Zoom.

• Monitor and track incidents and requests using the ITSM tool, escalating complex issues to Level 3 or global IT teams when necessary.

• Identify recurring problems, analyze root causes, and propose solutions to reduce future incidents.

• Assist with onboarding, account setup, access provisioning, and maintaining compliance throughout Joiner-Mover-Leaver processes.

• Perform regular system maintenance, patching, and endpoint security updates to ensure reliability and compliance.

• Collaborate with EMEA, International, and Global IT teams to align on standards, SLAs, and service quality objectives.

• Document procedures, FAQs, and knowledge articles to enhance team capability and end-user self-service.

• Participate in IT initiatives, supporting deployments, upgrades, audits, and technology rollouts across the region.

• Ensure compliance with company policies, including Privacy/HIPAA, and other legal and regulatory requirements.

• Perform other duties as assigned.

You're Awesome At: Knowledge, Skills & Abilities:

• Strong knowledge of Windows 10/11, Microsoft 365 suite, and basic networking concepts.

• Experience supporting mobile devices (iOS, Android), collaboration platforms (Teams, Zoom), and remote support tools.

• Hands-on experience with endpoint management tools such as Intune, SCCM, or JAMF.

• Ability to troubleshoot technical issues independently, prioritize work, and escalate complex problems appropriately.

• Familiarity with IT service management platforms, such as Service Now, and ITIL service management practices.

• Knowledge of identity and access management, including Azure AD, MFA, and SSO.

• Strong customer service and communication skills, with a focus on providing a high-quality end-user experience.

• Proactive, solution-oriented, and capable of working independently or as part of a team.

• Meticulous attention to detail, documentation, and follow-through.

• High level of cultural awareness and sensitivity when interacting with colleagues across diverse regions.

Minimum Certifications / Educational Level:

• B.S. in Computer Science or an equivalent combination of education and applicable job experience.

• ITIL Foundation certification or familiarity with ITIL service management processes.

Minimum Experience:

• 2–4 years’ experience in IT Support / Service Desk / Desktop Support roles.

• Experience working in a multi-country / international environment.

Scope:

• Understands professional concepts of area of specialization and uses them to creatively resolve issues.

• Works on problems of varied scope where analysis of situations or data requires a review of a variety of factors.

• Normally receives general instructions on routine work, requires instructions only on new projects or assignments.

• Customarily and regularly exercises discretion and independent judgment.

Work Arrangement:

This role is hybrid, based in the Concentrix Porto office 2–3 days per week with the flexibility to work from home the remaining days.

WHY YOU’LL LOVE WORKING HERE:

At Tandem, we believe joy fuels excellence. That's why we've built a workplace that celebrates your achievements and  supports your well-being. Our team thrives on pushing boundaries and fostering growth, all while maintaining a spirit of fun and camaraderie.  This is just one of the ways we stay awesome!

BE YOU, WITH US!

We embrace the value that every single one of us brings to the table.  But sometimes we forget that when we don’t meet 100% of a job description’s criteria – maybe you’re feeling that way right now? We encourage you to apply anyway.  Because we want you to be you, with us.

Tandem is firmly committed to being an equal opportunity employer and does not discriminate on the basis of age, disability, sex, race, religion or belief, gender identity or expression, marriage/civil partnership, pregnancy/maternity, or sexual orientation.  We are an inclusive organization, and we welcome applications from a wide range of candidates.  Selection for roles will be based on individual merit alone.

REFERRALS:

We love a good referral! If you know someone who would be a great fit for this position, please share!

Make a move that matters. Join Tandem Diabetes Care, where we're turning challenges into triumphs every day and where your talents will help shape a healthier, happier tomorrow.