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 Customer Technical Support Specialist Tier 1 provides broad technical support for STERIS Sterile Processing and Connectivity software products. This position provides direct front-line user support for the software. Analytical and problem-solving skills are required to troubleshoot problems related to software, including internal software issues and external factors such as printers, networking, and configurations of servers and databases. Such work often involves providing consultation and advice to Customer IT staff in performing root cause analysis of issues impacting the software. The position provides implementation support and remote installation and upgrading of STERIS software. Additional responsibilities include handling Customer requests such as bulk data updates, writing and delivering custom queries and reports, and assisting software development staff in testing new versions of the software. Consults with and makes recommendations to customers on selection of hardware and software products to address their requirements.

THE EXPERIENCE, ABILITIES AND SKILLS NEEDED

• BS or BA degree. Prefer degree in computer science, scientific, engineering or closely related field.
• 3-5 years of experience working in technical support of computers, network, applications, etc, demonstrated capabilities may be considered as qualifying experience .
• Familiarity with basic computer programming concepts. Preferred experience in MS Access, Java, Visual Basic, C# or similar programs.
• Experience in MS SQL Server or databases
• Experience with the configuration of personal and laptop computers, printers, and various other hardware and software required.
• The ability to diagnose hardware repairs on computers and equipment.
• Must possess good interpersonal and communication skills to effectively communicate with customers via phone and email
• Must exhibit strong problem-solving and analytical skills to understand complex problems and situations
• Must demonstrate attention to detail and responsibility in performing tasks
• Physical location that is able to access high-speed internet (cable modem) with capability to retain a permanent IP address

Actual percentages of time may vary based on assignments within the team. Some team members will focus primarily on implementation support, others on existing Customer support (upgrades and Customer projects), and others on direct front-line support.

Direct front-line Technical Support of Customers (45%)

• Provides telephone and/or desktop/server support via remote connection to customer servers (8%)
• Participates in 24/7 technical support coverage on rotational basis (5%)
• Designs simple to moderate-complexity custom reports/queries using proprietary software and MS SQL Server (4%)
• Performs bulk data updates as needed for Customers (4%)
• Troubleshoots issues, identifies root causes and provides solutions (5%)
• Helps customer IT staff identify and solve network issues, solve problems related to workstation and server hardware or software affecting software performance (5%)
• Assists Customers in understanding functionality of software (8%)
• Documents activity, issues and resolutions for Customer support issues (6%)

Implementation and upgrade support (45%)

• Provides technical expertise for implementation and upgrade calls with Customers (6%)
• Assists and advises Customers with server and workstation set-up (5%)
• Loads data into Customer servers (8%)
• Validates workstation set-up prior to implementation visits (5%)
• Remotely install and configure STERIS software and interfaces on customer servers (8%)
• Coordinates technical activities and tasks with Customer IT counterparts (7%)
• Document activity and interactions with customer implementations and upgrades (6%)

Testing and Documentation support (10%)

• Assist in testing new proprietary software.
• Identifies areas of software, implementation, installation or maintenance requiring improved documentation
• Writes, reviews and publishes documentation to support software