Product Support Specialist I - Software
Posted on: November 23, 2022
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.
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
This position is open to fully remote work.
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
Manages escalated issues from our technical support team, working
with Engineering/R&D as appropriate to identify and implement
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
Diagnose mechanical, hardware, software and network failures
utilizing remote monitoring software and a variety of diagnostic
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
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.
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
3+ years networking or equivalent certifications (CCENT, CCNA,
Network+). Skills include: TCP/IP knowledge, packet capture
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,
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
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
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
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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