Remote Technical Support Specialist II – ES 1.1x Upgrades

NCBioImpact

North Carolina

Híbrido

USD 44.000 - 71.000

A tiempo parcial

Hace 6 días

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Ventajas ofrecidas por este puesto de trabajo

Medical, health, dental, 401k

Descripción de la vacante

BD seeks a Technical Support Specialist 2 to assist in resolving complex, time-sensitive issues, including customer escalations and remote troubleshooting, focused on ES 1.1x upgrade implementations. This limited-term assignment emphasizes collaboration with cross-functional teams, regulatory adherence, and ongoing knowledge expansion of BD products within hospital IT environments.

The role requires a Bachelor's in CS or 3+ years experience, SQL expertise, and experience with Windows Server,

Formación

Bachelor's degree in Computer Science or 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
Ability to communicate technical solutions/recommendations to a non-technical audience
Windows Server (2008+) and Desktop Administration (Win7+)
Networking topology, terminology, commands
IIS and Web Application Administration
Group Policies Terminology and Administration
Active Directory Administration
VMWare Terminology and Administration
Installing peripherals (Scanners, Printers…)
CompTIA A+ or N+ preferred
Application Installation and Troubleshooting
DNS
DHCP
LAN/WAN
Telnet
Ports (Networking/OS)
Understanding of XML language (1+ years)
Ability to review application and OS logs (2+ years)
Wireshark (1+ Years)

Responsabilidades

Applies knowledge of support service operations to answer inbound calls, callbacks, and escalations on the 1.1x Channel
Acts with customers in mind when choosing and utilizing Phone and/or Email communication channels
Demonstrates effective use of phone and email for communication channel
Adapts the content, tone, style, and form to suit the reader, the subject, and the purpose of the communication by use of clear and succinct information when documenting case notes
Looks toward the broadest possible view of cases to resolve new/recurring/ongoing technical incidents
Ability to identify trends in case work
Maintains an open, approachable manner and treats others fairly and respectfully
Provides progress updates to the customer
Takes action, prioritizes, and accurately assesses personal case management to ensure a high-quality customer experience
Excellent time management skills with the ability to manage multiple cases simultaneously
Follows and redirects others towards process checklists & collaboration process
Demonstrate understanding of Customer Education (clinical and technical) and encourage others to continue learning
Addresses issues in an open, constructive, and professional manner
Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
Asks for and uses feedback to improve performance
Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations
Applies rigorous logic and methods to participate and lead the team's issue resolution activities
Accurately assesses priority level with limited to no guidance
Remains open to many approaches to address needs or resolve issues