Technical Support Specialist
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Job Description
Technical Support Specialist supporting BD’s MedTech systems and ES 1.1x remediation. Troubleshooting SQL, Windows, networking, and customer escalations remotely.
Responsibilities:
- Resolve complex, time-sensitive, and high-risk customer issues, escalations, site downtime, and remote troubleshooting cases
- Dispatch cases to field service technicians
- Provide CSC support to internal peers for ES 1.1x upgrades and implementations
- Collaborate with the cross-functional ES 1.1x upgrade team
- Ensure adherence to regulatory requirements for ES 1.1x remediation efforts
- Respond to inbound calls, callbacks, and escalations on the 1.1x channel
- Communicate with customers by phone and email and document clear, succinct case notes
- Identify trends in case work and maintain Salesforce data quality and integrity
- Provide customer progress updates, seek feedback, and ensure customer needs are met
- Manage and prioritize multiple cases while following process checklists and collaboration processes
- Participate in and lead issue-resolution activities using rigorous logic and methods
- Assess issue priority with limited to no guidance
- Troubleshoot BD products in customer environments using available tools, resources, and team collaboration
- Complete required training and meet KPIs and SLAs, including timely case resolution, closure, accurate documentation, and comprehensive case notes
- Continuously develop skills, support team success, and perform other assigned duties
Requirements:
- Bachelor’s degree in Computer Science/Electronic Technologies or 3+ years of equivalent experience
- 2+ years of Microsoft SQL experience
- Ability to write queries and analyze SQL data, including SELECT and JOIN statements, within complex database structures
- SSIS (SQL Job) exposure/experience
- SQL Reporting Services experience
- Ability to communicate technical solutions/recommendations to a non-technical audience
- Windows Server 2008+ and Desktop Administration (Win7+)
- Networking topology, terminology, and commands
- IIS and Web Application Administration
- Group Policies terminology and administration
- Active Directory Administration
- VMWare terminology and administration
- Experience installing peripherals such as scanners and printers
- CompTIA A+ or N+ preferred
- Application installation and troubleshooting
- DNS, DHCP, LAN/WAN, Telnet, and networking/OS ports
- Understanding of XML language with 1+ years of experience
- Ability to review application and OS logs with 2+ years of experience
- Wireshark experience with 1+ years
- Flexibility in working hours to meet remediation team/schedule needs
- Must adhere to assigned work schedules, call schedules, and attendance expectations
Benefits:
- Medical, health, and dental benefits
- 401(k)
- eLearning training, shadowing, and on-the-job training
- Comprehensive Total Rewards program
- Reward and recognition opportunities
- Competitive compensation and benefits programs
- Remote work from a home office
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