Technical Support Specialist

About the Role

Sectra's Service Operations Center is the first line of defense for our customers and a proving ground for the next generation of technical talent. We are seeking a Technical Support Specialist with the confidence to own a problem from first contact to resolution and the curiosity to learn the tools and platforms behind it.

Key Responsibilities

• Gather relevant information, clearly document reported issues, and perform initial troubleshooting.
• Resolve common technical issues using established processes, documentation, and available tools.
• Triage incoming support cases by assessing their urgency, impact, and technical complexity, then route them to the appropriate technical resource or team.
• Keep customers informed throughout the support process and ensure a smooth handoff when additional technical support is required.
• Maintain accurate case records, troubleshooting notes, and resolution details.
• Identify recurring issues and contribute to internal documentation and process improvements.
• Collaborate with engineers and other teams to support efficient case resolution and a positive customer experience.
• Build technical knowledge of Sectra solutions, customer environments, and support processes through ongoing training and hands-on experience.
• Own and support internal Customer Operations tools, such as softphones, including administration, maintenance, and ongoing user support.
• Provide coverage across multiple Helpdesk support shifts based on business and scheduling needs.
• Occasional work outside of standard business hours may be required.
• Travel as required, up to 25%.

Requirements & Tech Stack

• Technical Support Specialist role.
• First-line support.
• Coordination with vendors.
• Ownership of services.
• Support for Sectra's key operational platforms.
• Support for internal Customer Operations tools, such as softphones.
• Experience with Jira and Confluence is a plus.
• Exposure to Windows and/or Linux environments is a plus.
• Exposure to networking fundamentals is a plus.
• Exposure to troubleshooting concepts is a plus.
• Experience with healthcare IT, SQL, cloud technologies, DICOM, HL7, scripting, or virtualization is beneficial but not required.
• Technical certifications (e.g., CompTIA A+ or Network+) or equivalent hands-on experience are welcome.

Qualifications

• 0–5 years of experience in technical support, help desk support, systems administration, IT, healthcare technology, or a related technical field.
• Natural curiosity and enjoyment of learning how systems work and solving technical problems.
• Strong willingness to learn and develop new technical skills.
• Clear communication skills and ability to work well with both technical and non-technical individuals.
• Organized, dependable, and comfortable managing multiple priorities in a fast-moving environment.
• Enjoyment of collaboration and contributing to a team-oriented environment.
• Hold, or be finishing, a degree in a technical or health-technology field such as biomedical engineering, information technology, computer science, health informatics, computer engineering, or management information systems.