Customer Technical Support Specialist II

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. Expert analytical and problem-solving skills and a broad understanding of STERIS software are required to independently troubleshoot problems related to software, including internal software issues and external factors such as printers, networking, and configurations of servers and databases. Such work requires examining and analyzing application and operating system log files and diagnostics, providing backup support to the Tier 1 Specialists for issues that are more complex, and collaborating with Customer IT staff to troubleshoot complex issues. The Tier 2 Specialist also provides advanced implementation support and remote installation and upgrading of STERIS software, and is expected to be fluent in managing a broad array of software and interface projects without assistance. Additional responsibilities include handling Customer requests such as coding scripts to perform complex data updates, loads and requests, writing coding and delivering complex custom queries and reports, assisting software development staff in testing new versions of the software, and providing in-depth analysis of issues and error reports for development staff.

This role will support 9am-6pm CST and carries an on-call rotation of 1 week per month. The Experience, Skills and Abilities Needed

• 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 diagonstics 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
• Assists 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.
• Coordinates technical activities and tasks with Customer IT counterparts and assists Tier 1 Specialists with topics requiring advanced expertise or experience.
• Document activity and interactions with customer implementations and upgrades
• Testing and Documentation support
• 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

• BS in computer science or closely related field and3-7 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
• Must demonstrate attention to detail and responsibility in performing tasks
• Ability to communicate well in high-pressure situations
• Ability 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

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. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare and life sciences products and services around the globe. For more information, visit www.steris.com.