Remote Technical Support Specialist II, ES 1.1x Upgrades

BD; Maryland City (MD); Hybrid; USD 44,000 - 71,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

401(k) plan

Job summary

BD is seeking a Technical Support Specialist 2 to handle complex, time-sensitive escalations from the ES 1.1x upgrade initiative. The role emphasizes collaboration with a cross-functional team, regulatory compliance, and deep product knowledge to deliver timely, high-quality technical support across BD MedStation systems.

The candidate will maintain extensive ES 1.1x proficiency, manage customer communications via phone and email, and ensure accurate Salesforce case notes while aligning with

Qualifications

• Bachelor’s degree in Computer Science/Electronic Technologies or 3+ years of equivalent experience.
• Microsoft SQL experience (2+ years).
• Must be able to write queries and analyze SQL data (i.e. Select and Join statements) within complex database structures.
• SSIS (SQL Job) exposure/experience.
• SQL Reporting Services.
• Windows Server (2008+) and Desktop Administration (Win7+).
• Networking topology, terminology, commands.
• IIS and Web Application Administration.
• Group Policies Terminology and Administration.
• VMware Terminology and Administration.
• Application Installation and Troubleshooting.
• Ports (Networking/OS).
• Understanding of XML language (1+ years).
• Ability to review application and OS logs (2+ years).
• Flexible in working hours to meet the needs of the remediation team/schedule.

Responsibilities

• Collaborate effectively with a cross-functional ES 1.1x upgrade team to ensure timely communication and coordination of support.
• Ensure adherence to regulatory requirements specific to the ES 1.1x remediation efforts.
• Maintain and continuously expand knowledge of ES 1.1x to ensure proficiency in troubleshooting & support.
• Customer Service Support
• Service Orientation, Initiative, & Quality
• Applies knowledge of support service operations to answer inbound calls, callbacks, and escalations on the 1.1x Channel.
• Documents case notes with high data quality in Salesforce.
• Provides progress updates to the customer and seeks feedback to ensure needs are met.
• Takes action, prioritizes, and accurately assesses personal case management for quality experience.
• Demonstrates understanding of BD products and how GTS and Field Service support them.

Skills

SQL queries

SQL Server

Windows OS

Networking

IIS

Group Policies

VMware

XML

Log analysis

Customer support

Education

Bachelor’s degree in Computer Science/Electronic Technologies

Tools

SQL Server

SSIS

SQL Reporting Services

Salesforce

Windows Server

Job description

BD is seeking a Technical Support Specialist 2 to handle complex, time-sensitive escalations from the ES 1.1x upgrade initiative. The role emphasizes collaboration with a cross-functional team, regulatory compliance, and deep product knowledge to deliver timely, high-quality technical support across BD MedStation systems.

The candidate will maintain extensive ES 1.1x proficiency, manage customer communications via phone and email, and ensure accurate Salesforce case notes while aligning with