Customer Technical Support Specialist II

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

The Customer Technical Support Specialist Tier 2 provides specialized technical support for STERIS’s suite of proprietary 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; 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 position is home-based and can be located anywhere in the US.

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 diagnostics 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

• Bachelor’s Degree is required, in computer science or closely related field is preferred.
• 3-7 years of experience working in technical support of computers, network, applications, etc, or in a clinical environment.
• 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
• Excellent written and verbal communication skills, customer service skills, troubleshooting and problem solving skills.
• Ability to work independently with minimal supervision.

This is a great opportunity to join a well-established, global company that will invest in your career growth over the long term. STERIS wouldn’t be where it is today without our incredible, talented people. That’s why we share in our success together by rewarding you for your hard work. Hiring people who are in it for the long run with STERIS is our ultimate goal.

We offer a comprehensive benefits package, including:

• Competitive pay
• Annual merit and bonus plans
• Training and coaching
• Medical, vision, dental and life insurance
• 401(k) with a company match
• Paid vacation time and paid holidays
• Tuition assistance
• Opportunities for advancement

#REMOTE

STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics. We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.