Customer Technical Support Specialist II

Position Summary

The Customer Technical Support Specialist Tier 2 provides specialized technical support for STERIS Sterile Processing and Connectivity software products. This position provides part front-line user support for the software, as well as specialized support for issues requiring additional expertise and experience.

What You'll Do

• Direct front-line Technical Support of Customers
• Provides mix of front-line and second-line telephone and/or desktop/server support via remote connection to customer servers
• Participates in 24/7 technical support coverage on rotational basis
• Designs complex custom reports/queries using proprietary software and MS SQL Server
• Performs complex bulk data updates, manipulations, and investigations as needed for Customers
• Analyzes log files and application and system diagnostics and metrics to identify advanced problems or issues. Collaborates with Customer IT staff to troubleshoot complex issues
• Provides backup support to Tier 1 Specialists
• Documents activity, issues and resolutions for Customer support issues
• Implementation and upgrade support
• Provides advanced technical expertise for implementation and upgrade calls with Customers
• Aids and advises Customers with server and workstation set-up
• Loads data into Customer servers and assists Tier 1 Specialists on complex data issues
• Performs all setup, installation, and configuration tasks for STERIS software and interfaces independently
• Collaborates with Customer IT counterparts and assists Tier 1 Specialists with topics requiring advanced expertise or experience
• Documents activity and interactions with customer implementations and upgrades
• Testing and Documentation support
• Aid in testing new proprietary software
• Identifies areas of software, implementation, installation or maintenance requiring improved documentation
• Writes, reviews and publishes documentation to support software

Experience, Skills, And Abilities Needed

• BS in computer science or closely related field and 3-7 years of experience working in technical support of computers, network, applications, etc OR 11+ years relevant experience without degree
• Experience in programming in MS Access, Java, Visual Basic, C# or similar language
• Experience in MS SQL Server
• 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
• Demonstrate attention to detail and responsibility in performing tasks
• Able to communicate well in high-pressure situations
• Able to independently research and investigate problems in highly complex and variable environments
• Ability to mentor and support less experienced team members
• Physical location that is able to access high-speed internet (cable modem) with capability to retain a permanent IP address

What STERIS Offers

• 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
• Pay range for this opportunity is $70,000-90,000. This position is eligible for bonus participation. Minimum pay rates offered will comply with county/city minimums, if higher than range listed.