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Job Title:  Technical Support Specialist - Software

Req ID:  22523
Job Category:  Service/Technical Services
Country/Region:  US
State:  CA
City:  Point Richmond
Zip:  94804
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 Technical Support Specialist- Software 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 ORI hardware products, information management products including RealView, SAFE, ReadyTracker, Clarity, Video Conferencing, Streaming, etc.  Provides direct phone support on STERIS ORI Hardware, enterprise software features and IT solutions. 

The Technical Support Specialist- Software is knowledgeable in STERIS software solutions, hospital IT environments – including both LINUX and WINDOWS environments and ORI Products.  They are also knowledgeable in , HIPAA, EMRs, HL7, PACS systems, and VNAs.   The Specialist is expected to quickly address all incoming inquires delivering timely “service by phone” while delivering an overall extraordinary Customer experience.  This includes investigating Customer questions about ORI Hardware,  cybersecurity, IT environment setups, and ensuring the overall success of the software integration into their environment. They must manage the situation to de-escalate the situation while resolving the issue(s). 

The specialist leverages virtual diagnostics, their experience with the products, understanding of the theory of their operation/safety hazards for the products and  troubleshooting experience to resolve issues quickly.   Inquires may include troubleshooting and corrective maintenance advice related to controls, electrical, IT/software, and electronics issues.  They Configure, tests and deploys software applications and firmware changes delivered as Virtual Machines or on physical hardware. They will refer complex issues to Product Support Specialists and Senior Service Engineering staff.

Duties

Technical Support- 90%
1.    Provides technical support and 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 via phone, computer or hardware systems. Assists others on-site (Customer) troubleshooting/technical support as required.
2.    Assists in Integrating the software and IT solutions for hospital enterprise network environments during install.
3.    Assists with the deployment of IT security (CyberSecurity) standards to Customer facilities.
4.    Virtually configures, installs, monitors, and supports multiple Customer facilities that are using STERIS Enterprise Software products.
5.    Helps virtually support Installation of STERIS ORI Hardware, assisting with configuration, software and firmware updates. Resolves Tier 1 (Common) support and IT issues. Troubleshoots STERIS products, both hardware and software, documents all critical failures in real time, independently develops solutions and initiates corrective action for issues while working directly working with field technicians, sales associates and/or customers to prevent future issues.
6.    Provides periodic assigned on-call, after hours technical support to internal and external customers as needed.
7.    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.
8.    Diagnose mechanical, hardware, software and network failures utilizing virtual monitoring software and a variety of diagnostic tools
9.    Maintain equipment-related technical proficiency.
10.    Identify areas of opportunity to improve the overall Employee and Customer experience. Offers alternative solutions where appropriate with the objective of developing Customer loyalty.
11.    Handles RMA requests, and associated administrative work to repair or replace Customer Equipment
12.    Basic case management and documentation of service requests for issue handoffs and escalations
13.    Types of issues handled: password resets, VPN connection failures, software resets, troubleshooting failure to the source (hardware, software, cabling or network).  Identifying and solving known issues that are in the manual or knowledge management system.
14.    Work closely with hospital IT to set up and support hospital video conference and streaming deployments
15.    Proactively become an expert user of the STERIS information management products so that he/she can provide excellent support to customers

Ongoing support training – 10%
16.    Maintains product knowledge, technical support reference material, and assists with review, recommending changes to maintenance manuals, engineering drawings, and other service support reference guides & documentation for all current and non-current STERIS Operating Room Integration (ORI) software and hardware products.
17.    Occasionally contributes in validation qualification and serviceability review of new and old STERIS Operating Room Integration (ORI) software and hardware products.
18.    Travel to customer sites when required to assist in field activity (less than 5% of the time).

Required Experience

Education & Experience

  1. 2 year Associates degree in one of the related fields: Engineering, Audio/Video, Computer Science, MIS, CIS, Software Engineering, Technologyor related field, or Bachelors degree and 1 year of experience preferred
  2. High school diploma or equivalent with 4 years of experience in servicing one or more fields: IT, Networking, Audio/Video, and or computer type equipment
  3. Experience working in technical support of computers, network, applications, etc.
  4. Experience with the configuration of personal and laptop computers, printers, and various other hardware and software required.
  5. Technical support or administration of complex audio/video IT solution desired.
  6. Knowledge of IP-based video conferencing and streaming applications, IT-configurations and deployments desired

Skills/Competencies

  1. Demonstrated knowledge and experience in IT, Networking, Audio Video technologies and/or computer troubleshooting.
  2. Technical understanding the web, windows networking, and CyberSecurity
  3. Ability to read wiring schematics
  4. Ability to effectively resolve and communicate technical issues via telephone and email
  5. Must be available periodically outside of normal working hours.
  6. Knowledge of Windows/Linux programing preferred.
  7. Demonstrated computer knowledge to include word processing, spreadsheets and e-mail computer skills.
  8. Demonstrates excellent verbal and written communication, both with internal employees as well as Customers and external vendors.

 

STERIS is a $3B, publicly traded (NYSE: STE) organization with approximately 12,000 associates worldwide and operates in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

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.

The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.


Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

Job Segment: Technical Support, Developer, Medical, Engineer, Firmware, Technology, Healthcare, Engineering