Technical Support Specialist - 0-5 years' experience (Denver,CO/Shelton,CT)

Sectra•Shelton, CT

44d•Hybrid

About The Position

Sectra's Service Operations Center is the first line of defense for our customers — and the proving ground for the next generation of technical talent at Sectra. We're looking for a Technical Support Specialist who's ready to jump in: someone with the confidence to own a problem from first contact to resolution, and the curiosity to keep learning the tools and platforms behind it. As a Technical Support Specialist, you'll provide first-line support, take ownership of services rather than just tickets, and coordinate with vendors when issues need to go beyond your desk. You'll join a team of experts on the tools and processes we use to support our customers every day — a team that not only serves customers directly but also supports our broader portfolios by triaging incoming requests and building distributed ownership across our key operational platforms.

Requirements

0-5 years' experience
Confidence to own a problem from first contact to resolution
Curiosity to keep learning the tools and platforms
Ability to provide first-line support
Ability to take ownership of services rather than just tickets
Ability to coordinate with vendors when issues need to go beyond your desk
Ability to triage incoming support cases by assessing their urgency, impact, and technical complexity
Ability to route cases to the appropriate technical resource or team
Ability to keep customers informed throughout the support process
Ability to ensure a smooth handoff when additional technical support is required
Ability to maintain accurate case records, troubleshooting notes, and resolution details
Ability to identify recurring issues and contribute to internal documentation and process improvements
Ability to collaborate with engineers and other teams
Ability to build technical knowledge of Sectra solutions, customer environments, and support processes
Ability to own and support internal Customer Operations tools, such as softphones, including administration, maintenance, and ongoing user support
Ability to provide coverage across multiple Helpdesk support shifts
Willingness to work occasional work outside of standard business hours
Willingness to travel as required, up to 25%

Responsibilities

Gather relevant information, clearly document reported issues, and perform initial troubleshooting.
Resolve common technical issues using established processes, documentation, and available tools.
Triage incoming support cases by assessing their urgency, impact, and technical complexity, then route them to the appropriate technical resource or team.
Keep customers informed throughout the support process and ensure a smooth handoff when additional technical support is required.
Maintain accurate case records, troubleshooting notes, and resolution details.
Identify recurring issues and contribute to internal documentation and process improvements.
Collaborate with engineers and other teams to support efficient case resolution and a positive customer experience.
Build technical knowledge of Sectra solutions, customer environments, and support processes through ongoing training and hands-on experience.
Own and support internal Customer Operations tools, such as softphones, including administration, maintenance, and ongoing user support.
Provide coverage across multiple Helpdesk support shifts based on business and scheduling needs.
Occasional work outside of standard business hours may be required.
Travel as required, up to 25%.