Technical Support Representative II (M-F 10am-6:30pm)

Baxter International Inc.•Skaneateles, NY

2d•$52,800 - $72,600•Hybrid

About The Position

The Technical Support Representative II provides remote troubleshooting and technical guidance to customers and patients, helping resolve hardware, software, network, and security issues. The role supports consistent, high-quality service by documenting cases and resolutions, processing customer requests, coordinating escalations with internal teams, monitoring cases against service levels, and identifying recurring issues for product and process improvement. The position uses standard support tools, systems, and knowledge resources. It follows a hybrid work model and requires regular onsite presence at Baxter’s Skaneateles, New York office for collaboration, training, and team engagement.

Requirements

High school diploma or GED.
At least 1 year of remote technical troubleshooting experience, or 2–3 years of technical or customer support experience.
Experience troubleshooting Microsoft operating systems, Active Directory, and server environments.
Experience diagnosing hardware, software, networking, and security issues.
Experience installing and troubleshooting computer hardware and peripheral devices, such as printers, scanners, and Bluetooth devices.
Ability to follow regulated processes and maintain compliant documentation standards.

Nice To Haves

Associate degree in Information Systems or a related field and/or relevant technical certifications, such as CompTIA, Microsoft, or networking certifications.
Experience supporting medical devices or healthcare environments.
Experience with web-based or client-server applications, SAP or similar systems, and knowledge management tools.

Responsibilities

Provide remote troubleshooting support for hardware, software, and network-related issues.
Document cases in detail, including issue identification, troubleshooting steps, and resolution outcomes.
Execute customer requests, including part replacements and case creation, through systems and alternate workflows.
Support escalations by engaging appropriate internal teams, such as R&D and engineering, when required.
Provide technical guidance on supported hardware, software, and connected devices.
Track and update cases to ensure timely resolution aligned with defined KPIs and service levels.
Identify and document recurring issues to support product and process improvements.
Use standard tools, systems, and knowledge management resources to resolve technical issues.

Benefits

Medical and dental coverage beginning on day one.
Basic life, accident, short-term and long-term disability, and business travel accident insurance.
Employee Stock Purchase Plan with the ability to purchase company stock at a discount.
401(k) Retirement Savings Plan with employee contributions and company matching.
Flexible Spending Accounts.
Educational assistance programs.
Paid holidays and paid time off ranging from 20 to 35 days based on length of service.
Family and medical leaves of absence and paid parental leave.
Commuting benefits.
Employee Discount Program.
Employee Assistance Program.
Childcare benefits.