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Technical Support Specialist II

Olympus Medical Systems

Olympus Medical Systems

IT, Customer Service
Westborough, MA, USA
Posted on Friday, June 28, 2024

Working Location: MASSACHUSETTS, WESTBOROUGH

Workplace Flexibility: Onsite

Are you looking for a company that cares about people’s lives and health, including yours? Let’s inspire healthier lives, together.

Olympus, a leading medical technology company, has focused on making people’s lives better for over 100 years.

Our Purpose is to make people’s lives healthier, safer, and more fulfilling.

Our Core Values are reflected in all we do: Integrity – Empathy – Agility – Unity – Long-Term View

We deliver on our purpose and our core values by staying True to Life.

**Please note: All correspondence will be sent from our Olympus domain (@Olympus.com). If you receive correspondence from an entity other than @Olympus.com, it is likely not legitimate.

Job Description

The Technical Support Specialist II plays a vital role in the ESE Digital Enablement team, reporting directly to the Senior Manager of Support Operations. This position involves a wide range of responsibilities, including providing expert technical support for software, cloud monitoring, and integration as well as serving as the point of escalation for our regional support teams. The TSS II will act as a liaison between regional support teams, product teams, and engineering, facilitating effective communication and resolution of complex technical issues.

Job Duties

  • Investigate and resolve technical issues in a timely manner.
  • Serve as a bridge between support teams.
  • Collaborate with internal and external stakeholders to provide effective solutions.
  • Accept escalations from multiple departments and individuals and provide resolutions.
  • Escalate tickets to Dev, Engineering, or Level 3 for higher expertise.
  • Inform management about operational progress and gaps on a regular basis.
  • Responsible for creating detailed documentation when escalating, providing resolution, and developing Root Cause Analysis
  • Monitor the support Q and identify and address issues with priorities.
  • Communicate and cooperate efficiently with customers, vendors, and partners.
  • Adopt the best practices and maintain continuous improvement in all the support-related areas.
  • Develop and maintain knowledge base articles and assist customers and internal stakeholders in utilizing KBAs effectively.
  • Participate in on-call rotation to provide 24/7 support for critical issues and emergencies.

Job Qualifications

Required:

  • Bachelor’s degree (BS) is required
  • Experience with CRM and ticket management systems.
  • Good understanding of security, cloud, and protocols.
  • Skilled in Linux/Unix and WIN/MS Suite, with experience with servers, DB, DC, VMs, and some scripting concepts.
  • Excellent communication skills and effective communication of technical concepts are essential.
  • A proven track record of delivering high-quality customer service and support is required.
  • Demonstrated work experience in the IT support field, covering software, hardware, and networking.
  • Proficient in Windows, Linux, and Mac OS environments, with practical experience.
  • Skilled in resolving configuration problems, software installations, and break/fix issues.
  • Good understanding of technical devices, production systems, and IT products.
  • Ability to diagnose and troubleshoot complex technical problems.
  • Familiarity with (RDA) remote desktop applications.
  • Excellent communication and problem-solving abilities.
  • Capability to provide step-by-step technical assistance in written and verbal forms.
  • Understanding of Cloud computing platforms such as AWS, Azure, and Google Cloud.
  • Clear understanding of support delivery and the support services cycle.
  • Expertise in Root Cause Analysis development.
  • Good comprehension of Networking and VPN structure.
  • Fair understanding of Database & Data Centers.
  • Proficient in priorities and time management.
  • Ability to travel (>10%) domestically and internationally.


Preferred:

  • Relevant certifications are a plus
  • Excellent communication skills and effective communication of technical concepts are essential.
  • Experience in a similar position, preferably in an application-based environment.
  • Supporting application components linked to software, hardware, networking, and cloud.
  • Responsible for taking ownership of customer issues, troubleshooting, and providing resolutions.
  • Process orientation and strong analytical skills for troubleshooting and escalations.

Why join Olympus?

Here, people matter—our health, our happiness, and our lives.

  • Competitive salaries, annual bonus and 401(k)* with company match
  • Comprehensive Medical, Dental, Visions coverage effective on start date
  • 24/7 Employee Assistance Program
  • Free virtual live and on-demand wellness classes
  • Work-life balance supportive culture with hybrid and remote roles
  • 12 Paid Holidays
  • Educational Assistance
  • Parental Leave and Adoption Assistance
  • Volunteering and charitable donation match programs
  • Diversity & Inclusion Programs including Colleague Affinity Networks
  • On-Site Child Daycare, Café, Fitness Center**

*US Only

**Limited locations

We care about your health and financial well-being and offer the resources you need to feel vital, confident and ready for wherever life takes you. Learn more about our benefit offerings at https://www.olympusamerica.com/careers/benefits-perks.

About us:

Our Medical business uses innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing to help healthcare professionals deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce costs, and enhance the quality of life for patients and their safety.

Headquartered in Tokyo, Japan, Olympus employs more than 31,000 employees worldwide in nearly 40 countries and regions. Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For more information, visit www.olympusamerica.com.

Olympus is dedicated to building a diverse, inclusive and authentic workplace

We recognize diversity in people, views and lifestyle choices and emphasize the importance of inclusion and mutual respect. We strive to continue to foster empathy and unity in the workplace so that our employees can fully contribute and thrive.

Let’s realize your potential, together.

It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.

Applicants with Disabilities: As a Federal Contractor, Olympus is committed to ensuring our hiring process is accessible to everyone. If you need an accommodation in order to complete the application or hiring process, please contact Olympus via email at OCAAccommodations@olympus.com. If your disability impairs your ability to email, you may call our HR Compliance Manager at 1-888-Olympus (1-888-659-6787).

Posting Notes: || United States (US) || Massachusetts (US-MA) || Westborough || Customer Service