Hybrid Technical Support Specialist II

Baxter International Inc.; Skaneateles Falls (NY); Hybride; USD 53 000 - 73 000; Plein temps

Avantages offerts par ce poste

Medical and dental coverage on day one

401(k) Plan with employer match

Employee Stock Purchase Plan

Paid time off & holidays

Résumé du poste

Baxter International Inc. in Skaneateles Falls, NY, is seeking a Technical Support Specialist to deliver high-quality remote and on-site technical assistance.

You will troubleshoot hardware, software, and network issues, document cases, and guide customers through resolutions while collaborating across R&D and engineering teams. This hybrid role requires regular on-site presence at the Skaneateles office to support training and team engagement.

Qualifications

• High school diploma or GED required.
• 1+ year in remote technical troubleshooting or 2–3 years in technical/customer support.
• Experience troubleshooting Microsoft OS, Active Directory, and server environments.
• Experience diagnosing hardware, software, networking, and security issues.
• Experience installing and troubleshooting computer hardware and peripheral devices (e.g., printers, scanners, Bluetooth devices).
• Ability to follow regulated processes and maintain compliant documentation standards.
• Associate degree in Information Systems (or related field) and/or relevant technical certifications preferred.
• Experience supporting medical devices or healthcare environments, including web-based/client-server applications, SAP or similar systems, and knowledge management tools preferred.

Responsabilités

• Provide remote troubleshooting support for hardware, software, and network-related issues.
• Document all cases in detail, including issue identification, troubleshooting steps, and resolution outcomes.
• Execute customer requests such as part replacements and case creation through systems and alternate workflows.
• Support escalation processes by engaging internal teams (e.g., R&D, engineering).
• Deliver technical guidance on use of supported hardware, software, and connected devices.
• Track and update cases to ensure timely resolution aligned with KPIs and SLAs.
• Identify and document recurring issues to support product and process improvements.
• Utilize standard tools, systems, and knowledge management resources to resolve technical issues.

Connaissances

Remote troubleshooting

Microsoft OS

Active Directory

Server environments

Hardware & peripherals

Formation

High school diploma or GED

Associate degree in Information Systems or related field

Outils

SAP

Knowledge management tools

Description du poste

Baxter International Inc. in Skaneateles Falls, NY, is seeking a Technical Support Specialist to deliver high-quality remote and on-site technical assistance.

You will troubleshoot hardware, software, and network issues, document cases, and guide customers through resolutions while collaborating across R&D and engineering teams. This hybrid role requires regular on-site presence at the Skaneateles office to support training and team engagement.