Customer Technical Support Specialist II
About The Position
The Customer Technical Support Specialist Tier 2 provides specialized technical support for STERIS Sterile Processing and Connectivity software products. This position provides part front-line user support for the software, as well as specialized support for issues requiring additional expertise and experience. Expert analytical and problem-solving skills and a broad understanding of STERIS software are required to independently troubleshoot problems related to software, including internal software issues and external factors such as printers, networking, and configurations of servers and databases. Such work requires examining and analyzing application and operating system log files and diagnostics, providing backup support to the Tier 1 Specialists for issues that are more complex, and collaborating with Customer IT staff to troubleshoot complex issues. The Tier 2 Specialist also provides advanced implementation support and remote installation and upgrading of STERIS software, and is expected to be fluent in managing a broad array of software and interface projects without assistance. Additional responsibilities include handling Customer requests such as coding scripts to perform complex data updates, loads and requests; writing coding and delivering complex custom queries and reports; assisting software development staff in testing new versions of the software; and providing in-depth analysis of issues and error reports for development staff.
Requirements
- 3-7 years of experience working in technical support of computers, network, applications, etc
- Experience in programming in MS Access, Java, Visual Basic, C# or similar language
- Experience in MS SQL Server
- Experience with the configuration of personal and laptop computers, printers, and various other hardware and software required.
- The ability to diagnose hardware repairs on computers and equipment.
- Must possess good interpersonal and communication skills to effectively communicate with customers via phone and email
- Must exhibit strong problem-solving and analytical skills to understand complex problems and situations
- Must demonstrate attention to detail and responsibility in performing tasks
- Ability to communicate well in high-pressure situations
- Ability to independently research and investigate problems in highly complex and variable environments
- Ability to mentor and support less experienced team members
- Physical location that is able to access high-speed internet (cable modem) with capability to retain a permanent IP address
Nice To Haves
- BS in computer science or closely related field preferred
Responsibilities
- Direct front-line Technical Support of Customers
- Provides mix of front-line and second-line telephone and/or desktop/server support via remote connection to customer servers
- Participates in 24/7 technical support coverage on rotational basis
- Designs complex custom reports/queries using proprietary software and MS SQL Server
- Performs complex bulk data updates, manipulations, and investigations as needed for Customers
- Analyzes log files and application and system diagnostics and metrics to identify advanced problems or issues. Collaborates with Customer IT staff to troubleshoot complex issues.
- Provides backup support to Tier 1 Specialists
- Documents activity, issues and resolutions for Customer support issues
- Provides advanced technical expertise for implementation and upgrade calls with Customers
- Assists and advises Customers with server and workstation set-up
- Loads data into Customer servers and assists Tier 1 Specialists on complex data issues
- Performs all setup, installation, and configuration tasks for STERIS software and interfaces independently. Co-ordinates technical activities and tasks with Customer IT counterparts and assists Tier 1 Specialists with topics requiring advanced expertise or experience.
- Document activity and interactions with customer implementations and upgrades
- Assist in testing new proprietary software
- Identifies areas of software, implementation, installation or maintenance requiring improved documentation
- Writes, reviews and publishes documentation to support software
Benefits
- Competitive Pay
- Extensive Paid Time Off and (9) added Holidays.
- Excellent healthcare, dental, and vision benefits
- 401(k) with a company match
- Long/Short term disability coverage
- Parental Leave
- Additional add-on benefits/discounts for programs such as Pet Insurance
- Continued training and educations programs
- Excellent opportunities for advancement in a stable long-term career
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
