Customer Technical Support Specialist II

STERIS Corporation•Chicago, IL

9d•$70,000 - $90,000

About The Position

The Customer Technical Support Specialist Tier 2 provides specialized technical support for STERIS Sterile Processing and Connectivity software. The role combines front-line user support with advanced troubleshooting for issues requiring additional expertise. The specialist independently analyzes software issues and external factors such as printers, networking, and server and database configurations, using application and operating system logs and diagnostics. The role also backs up Tier 1 Specialists and collaborates with Customer IT staff on complex issues. The specialist provides advanced implementation support, remote software installation and upgrades, and independently manages a broad range of software and interface projects. Additional work includes scripting complex data updates and loads, creating custom queries and reports, assisting software development staff with testing new versions, and providing in-depth issue and error analysis. The role supports 9 a.m.–6 p.m. CST and includes an on-call rotation of one week per month.

Requirements

Bachelor of Science in computer science or a closely related field and 3–7 years of relevant technical support experience, or 11+ years of relevant experience without a degree.
Experience programming in MS Access, Java, Visual Basic, C#, or a similar language.
Experience with MS SQL Server.
Experience configuring personal and laptop computers, printers, and other hardware and software.
Ability to diagnose hardware repairs on computers and equipment.
Good interpersonal and communication skills for communicating with customers by phone and email.
Strong problem-solving and analytical skills to understand complex problems and situations.
Attention to detail and responsibility in performing tasks.
Ability to communicate effectively 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.
Access to a physical location with high-speed internet (cable modem) and the capability to retain a permanent IP address.

Responsibilities

Provide front-line and second-line telephone and remote desktop/server support to customers.
Participate in 24/7 technical support coverage on a rotational basis.
Design complex custom reports and queries using proprietary software and MS SQL Server.
Perform complex bulk data updates, manipulations, and investigations for customers.
Analyze log files, application and system diagnostics, and metrics to identify advanced problems; collaborate with Customer IT staff to troubleshoot complex issues.
Provide backup support to Tier 1 Specialists, including assistance with complex data issues and topics requiring advanced expertise.
Document customer support activities, issues, and resolutions.
Provide advanced technical expertise during customer implementation and upgrade calls.
Advise customers on server and workstation setup, load data into customer servers, and perform software and interface setup, installation, and configuration independently.
Coordinate technical activities and tasks with Customer IT counterparts.
Assist in testing new proprietary software.
Identify areas of software, implementation, installation, or maintenance requiring improved documentation.
Write, review, and publish software-support documentation.
Code scripts for complex data updates and loads; create custom queries and reports.
Provide software development staff with in-depth analysis of issues and error reports.