SDS Product Support Specialist - SW

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Responsibilities

• Providing expert level Incident & Escalation Management support to field personnel remotely and onsite (as needed)
• Efficiently orchestrating Major Incident Management situations
• Participating in Release Management processes to become familiar with products/updates prior to release
• Collaborating with cross-functional teams to recognize, analyze, and troubleshoot Field Service Trends
• Continuously develop the depth (specialist) as well as the breadth (generalist) of technical superiority
• Support Knowledge Management program with a commitment to “never solving the same problem twice”
• Conducting formal and ad hoc training sessions for field personnel
• Contributing to global TiX (Technical Information Exchange) forums to proliferate information to Field.
• Participating in the emergency phone support and weekend standby rotation
• Authoring Knowledge Base Articles, Technical Bulletins, Training presentations, etc. as required.

Qualifications

• Formal training/education in Information Technology (IT) or related fields. Bachelor’s degree preferred
• Extensive experience troubleshooting complex client/server software and networks.
• Experience supporting Varian Oncology Software (ARIA, Eclipse, Ethos) in a Hospital/Healthcare IT environment strongly desired
• Experience supporting physical and virtual IT Infrastructure (Hyper-converged Infrastructure, Citrix, VMware, Parallels, etc.) Extensive experience troubleshooting and administering Microsoft Windows Server, Linux & MS SQL Server (inc. TSQL)
• IT Certifications strongly desired (Citrix, VMware, Microsoft, CCNP, Azure, Kubernetes, etc.)
• Emotional & Social Intelligence with the ability to interact effectively with co-workers across all levels of the company
• Applies a strong culture of continuous learning and personal development.
• Excellent verbal, written, and interpersonal communication skills
• Familiarity with ITSM (IT Service Management) tools (ex. Service Now, Salesforce) and methodologies (ex. ITIL)
• Familiarity with Quality Frameworks (ex. Lean Six Sigma)

As an equal opportunity employer, we welcome applications from individuals with disabilities.