Job Title:  Networking Product Support Specialist II

Position Summary

As a Networking Product Support Specialist you will join a team dedicated to partnering with our Field Service organization to resolve technical issues regarding network connectivity and other software related issues. You will leverage your expertise in remote diagnostics, networking, software and other skills to troubleshoot issues. Our Product Support Specialist play a crucial role in times of critical Customer equipment issues by de-escalating the situation, providing rapid resolution and ultimately long term fixes.

This is a Hybrid role with the requirement of working onsite at our Mentor, OH Headquarters, 2 days per week.

Duties

On a daily basis, you will leverage remote diagnostics, your expert experience with STERIS products and in-depth understanding of the theory operation/use for the products and troubleshooting experience to resolve issues quickly. Inquires may include troubleshooting and, IT Network/software and Integration between STERIS Products deployed in Customer premises and Services hosted on STERIS Cloud.  You will help identify hardware, software and firmware bugs, and will refer complex issues to cross functional teams as needed. In addition but not limited to, you will:

Case Management: 50-75%

• Manage full software integration projects with Customer, internal, and external partners.
• Manage escalated issues from our technical support team, working with Engineering/R&D as appropriate to identify and implement fixes.
• Discover, evaluate, create and initiate service communications to inform of product hardware,software changes, and maintenance modifications. 
• Work with R&D on complex issues to provide solutions.
• Remotely install and configure connectivity products/software, networks and indoor location systems for use in hospitals or other medical facilities.
• Understand and analyze log files for advanced troubleshooting, issue resolution, and escalation ticket creation.
• Write, test, deploy, and troubleshoot software scripts and troubleshootings instructions.
• Interpret and understand software code for diagnostic and troubleshooting purposes.
• Provide guidance in hospital-specific IT environments to guide Customers on deployment of software compliant with HIPAA, HITRUST and other related/emerging compliance requirements. 

Technical Support: 25-50%

• Provide expert level technical support and expertise on a broad range of STERIS products integration with Software Services hosted on STERIS Cloud, past and present to internal and external customers, includes but not limited to Customers, sales, service and operational support employees via phone, computer or hardware systems. Assists others on-site (Customer) troubleshooting/technical support as required.
• Troubleshoot STERIS products, documents all critical failures in real time, independently develop solutions and initiate corrective action for high level issues to prevent future issues. 
• Diagnose hardware, software and network failures utilizing remote monitoring software and a variety of diagnostic tools
• Collect and assesses log and product/application performance data to determine opportunities for all STERIS product and process improvement.
• Assist in the development and enhancements to service procedures.
• Subject matter expert for the creation of new job aids, KMS articles and other reference guides/databases
• Test and evaluate new STERIS software and features, assisting Engineering with verification and validation testing
• Develop and conduct periodic product specific and technical skill training to technicians, Specialists and Customers in a classroom environment. 
• Perform initial review of technical documentation and association of Product, Problem, Resolution & parts for service data bases

Required Experience

• 7 years experience with an Associates in IS, CS,MIS,CIS, Software Engineering, Technology,Audio/Video or equivalent degree required.  

• Bachelors of Science degree and 3 years experience preferred. In lieu of a degree, 11 years of direct related experience will be considered.

• Must have at minimum 3 years of technical support call center experience, or related field experience servicing and troubleshooting, 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

• Working knowledge of computer networking (LANs, Subnets, FTP, network browsing, user and group security, file sharing, Cyber Security, network protection). 

• Knowledge of IT Computer Networking, MQTT/TCP/UDP/IP -based applications, IT-configurations and deployments

• Technical understanding the web, windows networking, CyberSecurity, network protection, and SQL.

• Relevant CompTIA Core  (IT Fundamentals, A+, Network+, Security+) and speciality certifications (Linux+, Server+, Cloud+, etc) or equivalent certifications

• Understanding of Javascript, CSS, XML, HL7, json and other configuration file types is desired

What STERIS Offers:

At Steris, we invest in our employees and their families for the long term! STERIS wouldn’t be where it is today without our incredible people. We share our success together with you by rewarding you for your hard work and achievements.

Here is just a brief overview of what we offer:

• Competitive Pay

• Extensive Paid Time Off  and (9) added Holidays.

• Excellent healthcare, dental, and vision benefits

• 401(k) with a company match

• Long/Short term disability coverage

• Parental Leave

• Additional add-on benefits/discounts for programs such as Pet Insurance

• Continued training and educations programs

• Excellent opportunities for advancement in a stable long-term career

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