Service Operations Engineer - 0-5 years' experience (Denver,CO/Shelton,CT)

Sectra's Service Operations Center is the first line of defense for our customers — and the proving ground for the next generation of technical talent at Sectra. We're looking for a Service Operations Engineer who's ready to jump in: someone with the confidence to own a problem from first contact to resolution, and the curiosity to keep learning the tools and platforms behind it. As a Service Operations Engineer, you'll provide first-line support, take ownership of services rather than just tickets, and coordinate with vendors when issues need to go beyond your desk. You'll join a team of experts on the tools and processes we use to support our customers every day — a team that not only serves customers directly but also supports our broader portfolios by triaging incoming requests and building distributed ownership across our key operational platforms. What You'll Do Gather relevant information, clearly document reported issues, and perform initial troubleshooting. Resolve common technical issues using established processes, documentation, and available tools. Triage incoming support cases by assessing their urgency, impact, and technical complexity, then route them to the appropriate technical resource or team. Keep customers informed throughout the support process and ensure a smooth handoff when additional technical support is required. Maintain accurate case records, troubleshooting notes, and resolution details. Identify recurring issues and contribute to internal documentation and process improvements. Collaborate with engineers and other teams to support efficient case resolution and a positive customer experience. Build technical knowledge of Sectra solutions, customer environments, and support processes through ongoing training and hands-on experience. Own and support internal Customer Operations tools, such as softphones, including administration, maintenance, and ongoing user supportProvide coverage across multiple Helpdesk support shifts based on business and scheduling needs. Occasional work outside of standard business hours may be requiredTravel as required, up to 25%. , Who You Are You have 0–5 years of experience in technical support, systems administration, IT, healthcare technology, or a related technical fieldYou act with confidence and ownership — you don't wait to be told to pick up a problemYou're naturally curious and enjoy learning how systems work and solving technical problemsYou bring a strong willingness to learn and develop new technical skillsYou have exposure to Windows and/or Linux environments, networking fundamentals, or troubleshooting concepts through work, internships, school, or personal projectsYou're comfortable using remote desktop applications to access, troubleshoot, and support systems remotelyYou have proficient, hands-on experience with tools like Jira and Confluence, and are comfortable working within the Atlassian ecosystem for ticketing, documentation, and knowledge sharingYou communicate clearly and work well with both technical and non-technical individualsYou're organized, dependable, and comfortable managing multiple priorities in a fast-moving environmentYou enjoy collaborating with others and contributing to a team-oriented environmentExperience with healthcare IT, SQL, cloud technologies, DICOM, HL7, scripting, or virtualization is beneficial but not required\ Why Sectra Contribute to technology that supports critical areas of healthcare and patient careGet hands-on first-line ownership of real customer issues from day one — no sitting on the sidelinesJoin a collaborative organization focused on learning, mentorship, and professional growthBuild a foundation for future career growth into areas such as cloud engineering, integrations, project engineering, cybersecurity, or advanced technical leadershipWork alongside experienced professionals who are invested in helping you grow and succeed Compensation And Benefits Salary range: $70,000–$105,000, based on experience and qualificationsComprehensive medical, dental, and vision coverageGenerous paid time off and paid parental leaveRetirement plan with company matchOngoing learning and professional development opportunitiesCollaborative and supportive team environment Equal Opportunity Employer Sectra is proud to be an equal opportunity employer and is committed to creating an inclusive workplace for all employees and applicants.