Product Support Specialist I - Software
Company: STERIS
Location: Berkeley
Posted on: January 17, 2023
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Job Description:
At STERIS, we help our Customers create a healthier and safer
world by providing innovative healthcare and life science product
and service solutions around the globe.Position SummaryThe Product
Support Specialist provides enterprise level tier 2 technical
support to Customer, Partners, and the Field Service Team to drive
complete resolution to complex issues. As a product expert with
deep product knowledge in STERIS software solutions within hospital
IT environments the Product Support Specialist is expected to
quickly address incoming inquires delivering timely, and overall
extraordinary, "service by phone". The PSS is responsible for
documenting solutions to problems and developing end-user
guidelines. They may also provide on-site training to end-users,
participate in the testing and evaluation of new software features,
as well configuring and deploying software applications to
customers.This position is open to fully remote
work.ResponsibilitiesProvides escalated ORI technical support
working with Technical Support Specialists, field technicians,
sales associates and/or customers to resolve issues real-time and
to prevent future issues.Manages escalated issues from our
technical support team, working with Engineering/R& D as
appropriate to identify and implement fixes.Work closely with
hospital IT to set up and support VPN connections, and video
conference and streaming deploymentsTroubleshoot, assemble,
install, and configure computers, networks, and indoor location
systems in hospitals, if required.Understand and analyze log files
for advanced troubleshooting, issue resolution, and escalation
ticket creationAble to interpret and understand software code for
diagnostic and troubleshooting purposesDiagnose mechanical,
hardware, software and network failures utilizing remote monitoring
software and a variety of diagnostic tools.Assist in developing and
enhancing service procedures as a result of technical problem
solving and root cause analysis by collecting and assessing
engineering and software data.Subject matter expert for the
creation of new job aids (flow-charts, videos, 3D animations, etc),
KMSrticles and other reference guides/databases.Provides periodic
assigned on-call, after hour's technical support to internal and
external customers as needed and may need to travel to customer
sites to resolve complex issues.#LI-MM1Required
ExperienceAssociates in IS, CS,MIS,CIS, Software Engineering,
Technology, Audio/Video or equivalent degree required; BS
preferred4 + years of technical support call center experience, or
related field experience servicing and troubleshooting Audio/Video,
computer type equipment or IT Network/applications Support and
maintenance.3+ years networking or equivalent certifications
(CCENT, CCNA, Network+). Skills include: TCP/IP knowledge, packet
capture deciphering, etc.1+ years' experience with HIPAA, medical
environment FDA compliance and regulations as well as experience
working with hospital EMR, Imaging and Clinical workflows
preferredWorking knowledge of computer networking (LANs, FTP,
network browsing, user and group security, file sharing, Cyber
Security, network protection).Experience with the configuration of
personal and laptop computers, printers, and various other hardware
and software required.Knowledge of IP-based video conferencing and
streaming applications, IT-configurations, and deploymentsTechnical
support or administration of complex audio/video or IT solution
desired.Experience with Windows and Linux server-client
environments and administration for Windows 7/8/10 desktop, Windows
and Linux Server environments desired. Knowledge of Microsoft SQL
Server administration and/or SQL queries a plusUnderstand of
Javascript, CSS, XML, HL7, json and other configuration file
types.Technical understanding the web, windows networking,
CyberSecurity, network protection, and SQL.Relevant CompTIA Core
(IT Fundamentals, A+, Network+, Security+) and specialty
certifications (Linux+, Server+, Cloud+, etc) or equivalent
certifications.Demonstrated technical problem-solving skills
coupled with extraordinary communication and customer experience
skills; high level of professionalism, confidentiality and
integrity.STERIS is an Equal Opportunity Employer. We are committed
to equal employment opportunity and the use of affirmative action
programs to ensure that persons are recruited, hired, trained,
transferred and promoted in all job groups regardless of race,
color, religion, age, disability, national origin, citizenship
status, military or veteran status, sex (including pregnancy,
childbirth and related medical conditions), sexual orientation,
gender identity, genetic information, and any other category
protected by federal, state or local law. We are not only committed
to this policy by our status as a federal government contractor,
but also we are strongly bound by the principle of equal employment
opportunity.
Keywords: STERIS, Berkeley , Product Support Specialist I - Software, Other , Berkeley, California
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