Technical Support Specialist I

Job Requisition: 6750.6

Direct Hire

 Location: Remote (must reside in either CST/MT/PST time zone)

Description for Technical Support Specialist I: 

The Customer Technical Support Specialist Tier 1 provides broad technical support for software products for a global medical equipment company. This position provides direct front-line user support for software products.  Analytical and problem-solving skills are required to troubleshoot problems related to the software, including internal software issues and external factors such as printers, networking, and configurations of servers and databases. Such work often involves providing consultation and advice to Customer IT staff in performing root cause analysis of issues impacting the software. The position provides implementation support and remote installation and upgrading of company software. Additional responsibilities include handling Customer requests such as bulk data updates, writing and delivering custom queries and reports, and assisting software development staff in testing new versions of the software. Consults with and makes recommendations to customers on selection of hardware and software products to address their requirements.   

Responsibilities for Technical Support Specialist I: 

  1. Direct front-line technical support (45%)
  1. Acts as a first point of contact, providing remote technical and application support for software product end users
  2. Participates in 24/7 technical support coverage on rotational basis
  3. Designs simple to moderate-complexity custom reports/queries using proprietary software and MS SQL Server
  4. Performs bulk data updates as needed for Customers
  5. Troubleshoots issues, identifies root causes, and provides solutions
  6. Helps customer IT staff identify and solve problems related to workstation and server hardware or software affecting software performance
  7. Assists Customers in understanding functionality of software
  8. Documents activity, issues, and resolutions for Customer support issues
  1. Implementation and upgrade support (45%)
  1. Provides technical expertise for implementation and upgrade calls with Customers
  2. Assists and advises Customers with server and workstation set-up
  3. Loads data into Customer servers
  4. Validates workstation set-up prior to implementation visits
  5. Remotely install and configure company software and interfaces on customer servers
  6. Coordinates technical activities and tasks with Customer IT counterparts
  7. Document activity and interactions with customer implementations and upgrades
  8. Occasional regional and national travel may be required in order to support implementation at company or customer sites
  1. Testing and documentation (10%)
    1. Assists in testing new proprietary software
    2. Identifies areas of software, implementation, installation, or maintenance requiring improved documentation

Writes, reviews, and publishes documentation to support software

Requirements for Technical Support Specialist I:

  • Bachelors degree in Computer Science or related technical field, or Associate’s degree with 2 years of IT support experience
  • 2-5 years of experience working in technical support of computers, networks, applications, etc.
  • Experience with MS SQL Server, ability to create MS SQL inquiries is highly preferred
  • 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
  • Strong communication skills with ability to be customer facing
  • Ability to work effectively in a remote/small team environment 

 *Legal authorization to work in the U.S. is required. Will not sponsor individuals for employment visas, now or in the future, for this job opening







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