Physio-Control - Systems Support Analyst - Redmond, WA in Redmond, WA at Stryker Corporation

Date Posted: 7/26/2018

Job Snapshot

Job Description

GENERAL SUMMARY: 

The Data Solutions System Support Analyst serve as a customer service liaison, responsible for promoting and sustaining positive customer relations when providing technical support to end users in troubleshooting and navigating Physio-Control’s proprietary software as designed. 

MAJOR DUTIES/RESPONSIBILITIES: 

  • Respond to incoming inquiries via phone, web, email, fax, etc. with limited supervision while operating from established policies and procedures. 

  • Work directly with customers to ensure resolution of software and hardware issues of varied scope and complexity while following established policies and procedures. 

  • Assist customers with inquiries related to navigating the software as designed while following established policies and procedures. 

  • Identify issues through research and testing and follow through to resolution by troubleshooting or completing appropriate escalation. 

  • Interact with cross-functional teams as necessary. e.g. Implementation Project Manager technical support 

  • Work closely with wireless provisioning team to resolve potential pre and post implementation product data transfer issues. 

  • Responsible for on-call duties as scheduled. 

  • Escalate unresolved issues per process ensuring customer resolution.   

  • Documentation of all customer interactions. 

  • Other related duties as assigned. 

BASIC QUALIFICATIONS 

  • Associate’s degree in a related field  

  • 2 years of relevant technical experience 

  • Or equivalent combination of degree and work experience 

PREFERRED/DESIRED QUALIFICATIONS 

  • Demonstrated working knowledge of complex, technical products and systems. 

  • Demonstrated excellent customer service skills. 

  • Strong written and verbal communication skills. 

  • Strong troubleshooting skills. 

  • Customer support of software and hardware in a Windows based environment including deciphering complex application logs. 

  • Experience in computer administration for Windows 7, 8/8.1, 10, Server 2008 and later Operating Systems 

  • Experience with Serial, Bluetooth, Wireless (802.11) data communications 

  • Experience supporting (.NET, C#) client software on Windows Operating systems 

  • Experience with Cellular data communications (GPRS/EV-DO/HSPA+/LTE) 

  • Familiar Computer Security, Client-Server and Cloud computing concepts. 

WORKING CONDITIONS: 

  • Fast paced office environment; requires significant (90%+) use of telephone, computer and keyboard, monitor and mouse. 

Work From Home: No

Travel Percentage: None

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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