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Product Support Specialist I - Software

Company: STERIS
Location: Richmond
Posted on: November 23, 2022

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 Summary

The 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.

Responsibilities
Provides 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 deployments
Troubleshoot, 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 creation
Able to interpret and understand software code for diagnostic and troubleshooting purposes
Diagnose 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-MM1

Required Experience
Associates in IS, CS,MIS,CIS, Software Engineering, Technology, Audio/Video or equivalent degree required; BS preferred
4 + 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 preferred
Working 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 deployments
Technical 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 plus
Understand 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.%2324274%

Keywords: STERIS, Richmond , Product Support Specialist I - Software, Other , Richmond, California

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