technical support Derby, England
Job description
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.
HOW YOU WILL MAKE A DIFFERENCE
At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you GROW, LEARN and MAKE A DIFFERENCE.
We are currently recruiting for a Customer Technical Support Specialist. This is an excellent opportunity to join us at in a technical customer service role in a division that drives the business forwards through innovation.
WHAT YOU WILL DO
The Customer Technical Support Specialist provides broad technical support for STERIS Infection Prevention Technologies software products.
This position provides direct front-line user support for IPT 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 STERIS 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.
Actual percentages of time may vary based on assignments within the team. Some team members will focus primarily on implementation support, others on existing Customer support (upgrades and Customer projects), and others on direct front-line support.
Duties - cont'd
Direct front-line technical support (45%)
Acts as a first point of contact, providing remote technical and application support for software product end users
Participates in 24/7 technical support coverage on rotational basis
Designs simple to moderate-complexity custom reports/queries using proprietary software and MS SQL Server
Performs bulk data updates as needed for Customers
Troubleshoots issues, identifies root causes, and provides solutions
Helps customer IT staff identify and solve problems related to workstation and server hardware or software affecting software performance
Assists Customers in understanding functionality of software
Documents activity, issues, and resolutions for Customer support issue
Duties cont.
Implementation and upgrade support (45%)
Provides technical expertise for implementation and upgrade calls with Customers
Assists and advises Customers with server and workstation set-up
Loads data into Customer servers
Validates workstation set-up prior to implementation visits
Remotely install and configure STERIS software and interfaces on customer servers
Coordinates technical activities and tasks with Customer IT counterparts
Document activity and interactions with customer implementations and upgrades
Occasional regional and national travel may be required in order to support implementation at STERIS or customer sites
Preferred Experience
Skills
STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.
STERIS strives to be an Equal Opportunity Employer.
