Job Title:  Application Support Engineer

Position Summary

The Application Support Engineer provides technical support to Customers, Partners and the Field Service Team to drive complete resolution of first responder and moderately complex issues, along with providing Part Identification assistance.  He or she provides first level support on field issues and implementation projects.  Configures, installs, monitors, and supports multiple customer facilities that are using STERIS solutions.

The Application Support Engineer is knowledgeable in STERIS software solutions, hospital IT environments – including both LINUX and WINDOWS environments including ORI IPT & ENDO Products.  They are also knowledgeable in HIPAA, GDPR, Privacy Act, EMRs, HL7, PACS systems, and VNAs. The Application Support Engineer is expected to address all incoming enquires delivering a timely service and an overall extraordinary Customer experience.  This includes investigating Customer questions about Hardware, cybersecurity, IT environment setups, and ensuring the overall success of the STERIS solutions into their environment. They must manage to de-escalate the situation while resolving the issue(s). This may include physically going onsite to assist the Customer or STERIS Installer/Field Tech with an escalated issue.

The Application Support Engineer leverages remote diagnostics, their experience with the products, understanding of the theory of the operation and safety hazards for the products and troubleshooting experience to resolve issues quickly. Enquires may include troubleshooting and corrective maintenance advice related to controls, electrical, IT networking interfaces and software, and electronics issues. They plan and perform configuration, testing and deployment of hardware and software based solutions, updates and fixes on Virtual and Physical environments. They will refer complex issues to Product Support Specialists and Senior Service Engineering staff.

Duties

• Work closely with hospital IT to set up and support remote access connections, , networking, firewall and access requirements for STERIS products. Assemble, install and configure computers, and networks if required.

• Remotely configures, installs, monitors, and supports multiple Customer facilities that are using STERIS OR Integration and Infection Prevention products.

• Provides guidance in hospital-specific IT environments to guide Customers on deployment of software compliant with HIPAA, GDPR, Privacy Act, EMRs, HL7, network storage locations, PACS, and VNAs.  Manages full software integration projects with Customer, internal, and external partners.

• Provides technical support and expertise via phone, email or remotely to provide expertise on a broad range of STERIS products, past and present to internal and external customers, includes but not limited to Customers, sales, service and operational support employees. Assists others on-site (Customer) troubleshooting and or technical support as required.

• Diagnose hardware, software and systems failures utilizing remote monitoring software and a variety of diagnostic tools. Directly working with Field Service Team, Sales and/or customers to prevent future issues by understanding and analysing log files for advanced troubleshooting, issue resolution, and escalation ticket creation.

• Act as the front line interface for Field Service Representatives, Specialists and Customers as it relates to technical troubleshooting. Assists with the development of support strategy and reports on the status of the repair as required. Provides occasional after hour’s technical support to internal and external customers as needed.

Duties - cont'd

• Collaborate with internal business partners to prepare tender submissions, requests, and RFI’s.

• Participates and conducts training as necessary for and/or with internal and external stakeholders

• Develop and maintain internal infrastructure for deployment, support and maintenance

Education Degree

Required Experience

1. Ability to travel as required
2. Demonstrated knowledge and experience in IT, Networking, Audio Video technologies and/or computer troubleshooting. Experience working in virtual environments preferred.
3. Technical understanding of web, windows networking, and Cybersecurity.
4. Ability to read wiring schematics and networking topology diagrams.
5. Knowledge of Windows and Linux programming preferred. 
6. Experienced in Customer support process and resolving Customer issues