We are hiring an Installation and Support Specialist I or II on-site in our Waltham, MA facility (9:30 AM - 6:00 PM) to provide escalated telephone and remote access support to existing, live customers. You will triage, troubleshoot and repair incoming customer reported issues for specific products. You will also be responsible for documenting all calls, from initial receipt through resolution and any required follow up in the appropriate logs, reports and programs. You will be responsible for initial contact, coordination, remote installation and training for new accounts as well as assist in the procurement of requisite hardware, obtain remote access to the customer site, install and instruct the customer in its use and configuration. Coordination, installation and documentation of required customer software upgrades is also part of the job.
More specific responsibilities will include:
- Provide escalated telephone and remote access support for customers using management software.
- Provide escalated phone support to Hotline personnel.
- Manage all assigned installations at customer facilities.
- Review connectivity overview with customer.
- Coordinate with Customer IT Dept to ensure network availability and readiness.
- Provide training in the setup and connection.
- Provide customer assistance with networking meters and connectivity support, when necessary
- Provide remote network communication validation.
- Coordinate with vendor partners the interfacing of meters and software onto their middleware data and interface management platforms.
- Assist Implementation Managers with post implementation transition to live connectivity support.
- Coordinate and install software upgrades.
- Travel as required to assist Implementation Manager(s) with on-site connectivity installation support.
- Input and maintain all applicable application documentation and maintain project tracking system.
- Build and maintain site to site connections for remote customer access.
- Create internal documentation for product\customer support.
- Other tasks as required and directed by management.
Qualifications/Skills and Competencies:
- Windows 7/10, Server 2012/2016/2019 experience.
- Experience utilizing remote access (Cisco VPN, Citrix, p/c Anywhere, and others) services.
- A working knowledge and understanding of Web Interfaces, Relational Databases.
- A solid understanding of TCP/IP and wireless networking.
- An understanding of how Hospital Information Systems work is preferred.
- Strong computer skills.
- Must be an effective communicator with strong analytical skills.
- Wireless device (802.11 a/b/g/n) experience a plus.
- Understanding of HL7 or ADT is preferred.
Education/Experience:
- The ideal candidate will have a BS in a technical discipline, or equivalent work experience.
- A minimum of 1-3 for the level I; 3+ for the level II experience with bedside Glucose testing and/or POC experience involving data management is preferred.