Technical Support Specialist

Job Title -  Technical Support Specialist

Number of Positions - 14

Job Location -  San Antonio, Texas

Job Description 

Responsible for executing field action remediation to include deploying software and firmware remotely, configuring devices in RSS, and performing other remote remediation activities. Requires experience working with customers. Maintains accurate records and documentation on service tickets. Completes service documentation as required. Interface and work closely with advanced support specialists as required. Three to five years of service experience in the troubleshooting and repair of electronic systems, preferred.

Job Responsibilities

• Builds effective working relationships across functions and locations.

• Maintains a strong focus on delivering high quality work; holds self to high quality standards.

• Demonstrates adaptability for working in diverse environments; manage multiple tasks at a time and able to prioritize; work independently.

• Demonstrates awareness of one's own emotions and impact on others and works to adjust accordingly and maintain composure; self-awareness.

• Follows procedures and processes in an FDA regulated environment.

• May assist in developing processes and procedures to support functional department strategies; May help draft knowledge articles and job aids.

• Recognizes unnecessary workflow steps and identifies synergies among processes to improve productivity; eliminates non-value-added tasks; self-starter who is curious.

• Communicates effectively with customers; builds rapport and listens to needs and takes action to meet customer needs.

• Maintains reporting tools and metric tracking systems by continually updating data; detail and thorough follow-up.

• Seeks out initiatives and projects that will broaden experiences / skill set and support critical organization capabilities.

• Develops and updates process documentation.

• May assist to train peers.

Qualifications

• Computer Science, Technology or Healthcare related or equivalent work experience

• 2-3 years proven applied experience

• Goal and action oriented

• Read, write, speak English language; English proficient

• Strong analytical skills to troubleshoot problems using logical/analytical methods

• Application/software packaging and deployment; desktop and system support services

• Understanding and experience of various Windows operating systems and versions, Active Directory, domain security, 3/4/5), and Bomgar.

• Knowledge of cloud computing, SQL, AD, Windows-Unix/Linux, Remote access and SQL scripting

• Minimum Education: HS Diploma