OR1 Network Support Specialist - REMOTE
US
I. Job Purpose and Core Tasks
Describe primary purpose of job:
The OR1 Network Support Specialist is a field-based resource that provides technical support to all field-based OR1 Service Technicians, Project Managers, Field Installation Technicians as well as other KARL STORZ field resources and external customers. Support is provided through phone support or on-site assistance on advanced technical issues as well as planning of all network based OR1 deliverables. The Network Support Specialist performs complex troubleshooting of system issues and executes field validation and verification per SOPs and WIs as needed as well as documents in-house or on-site incident investigation. The OR1 Network Support Specialist will be involved in working with various KARL STORZ divisions (PDI, Production and Field Operations and third-party vendors) to resolve any critical service issues and validating solutions.
• Must be able to maintain productive working relationships and treat fellow employees with respect.
• Supports field-based resources on service, planning, installation, network troubleshooting and maintenance issues through phone, remote access or onsite travel if required.
• Works closely with OR1 Engineering to learn the current and future network deliverables.
• Writes and publishes product technical notes and training in conjunction with the Technical Training Manager.
• Assists OR1 Engineering in maintaining SharePoint records, user configuration, documentation, and remote access for network-based devices.
• Interfaces with customer contacts to provide general technical support and software maintenance/upgrades.
• Performs advanced technical troubleshooting included but not limited to audio, video, control, and network signal analysis in order to isolate and resolve complex system issues.
• Works with KSEA Technical Support in supporting the OR1 Remote Service product.
• Adheres to dispatch timelines as directed by Service Coordinator.
• Provides critical response on high-level technical issues.
• Completes and submits FSR and SQC documents per designated internal operating procedures and timelines.
• Disseminates technical updates and bulletins to internal resources.
• Manages a unique personal schedule as it pertains to job planning and the rotation of travel and labor hours needed to support any and all internal and external client requirements.
• Identifies and documents possible process and or technical improvements and elevates issue to management.
• Performs other job-related duties or special projects as assigned by the Manager, Critical Response.
II. Minimum Knowledge, Education and Skill Requirements
Required
• Minimum years of relevant work experience: Minimum of five years’ experience troubleshooting and repairing complex electronic media systems and network-based devices.
• Minimum education, certifications and/or credentials: AA/AS technical degree from an accredited college or university, or equivalent combination of education and experience
• Minimum hard skill requirements (including computer and application proficiency):
• Ability to communicate effectively with diverse clientele including good written and oral communication skills as well as good interpersonal skills.
• Ability to perform complex and time-critical tasks with optimum effectiveness and efficiency with little or no supervision in high-pressure situations.
• Strong customer service orientation
• Attention to detail and adherence to SOPs and Work Instructions.
• Ability to maintain accurate and detailed documentation.
• Strong technical knowledge of analog and digital electronic technology as it pertains to audio visual systems and equipment, Windows server environment, network topology, and IT infrastructure technology as well as video teleconferencing (Polycom and Tandberg) and streaming media.
• Good driving record
Preferred
Preferred years of relevant work experience:
• Minimum of five years’ experience troubleshooting and repairing complex electronic media systems and network-based devices.
Preferred education, certifications and/or credentials:
• AA/AS technical degree from an accredited college or university, or equivalent combination of education and experience
Preferred hard skill requirements: NA
Preferred soft skill requirements:
• Knowledge with DICOM, HL7 and EMH / EHR workflow
III. Essential Function
• Must be able to maintain productive working relationships and treat fellow employees with respect.
Has contact with:
• Inside and outside the company staff
Physical requirement/Demands:
• Light, occasional physical effort
Mental requirements/Emotional Demands:
• Ability to adapt and demonstrate flexibility in dealing with changing priorities and work situations.
Interpersonal and communication skills:
• Verbal and written skills.
IV. Core Requirements
• Degree of accountability: Generally managed
• Degree of decision making: Diversified Tasks.
• Financial/Budgetary: Supervised responsibility on revenues and cost.
• Safety: This is a safety sensitive job.
• Quality: Adhere to KSEA OR1 Quality Requirements
• Supervision: Does not supervise others
• Authority to Sign (not applicable for North America):
• Travel: Up to 95% travel during the year throughout the US, Canada, and Mexico
#LI-NM1
KARL STORZ is committed to maintaining a safe work environment for our employees and customers. Most field-based roles at KARL STORZ require hospital credentialing/health screens as a condition of employment. Credentialing can include required vaccinations, health screens & other requirements as outlined by our customers. During the interview process, we encourage you to ask how credentialing/health screens may impact the role you are seeking and if you require any reasonable accommodations regarding these requirements.
The pay range and/or hourly pay rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job posting and may be modified in the future. When determining a specific team member’s base salary and/or hourly pay rate, several factors will be considered including such things as location, specialty, service line, years of relevant experience, education, professional credentials, internal equity, and the amount budgeted for the role.
KARL STORZ is committed to creating an inclusive space where employees are valued for their skills and unique experiences. To achieve this goal, we are committed to diverse voices, and all applicants will receive consideration without regard to race, color, sex, national origin, disability, veteran status, or any other protected characteristic. KARL STORZ is also committed to providing reasonable accommodations during our recruitment process. Should you need assistance or accommodation please email us at taoperations@karlstorz.com.