Technical Support Specialist

About the Role

Sectra's Service Operations Center is the first line of defense for our customers and the proving ground for the next generation of technical talent at Sectra. We are seeking a Technical Support Specialist ready to take ownership of problems from first contact to resolution and eager to learn the tools and platforms behind them.

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 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

• 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 in learning how systems work and solving technical problems.
• Strong willingness to learn and develop new technical skills.
• Clear communication and ability to work well with both technical and non-technical individuals.
• Organized, dependable, and comfortable managing multiple priorities in a fast-moving environment.
• Enjoy collaboration and contributing to a team-oriented environment.

Qualifications

• Hands-on experience with tools like Jira and Confluence, and comfort working within the Atlassian ecosystem for ticketing, documentation, and knowledge sharing.
• Exposure to Windows and/or Linux environments, networking fundamentals, or troubleshooting concepts through work, internships, school, or personal projects.
• Experience with healthcare IT, SQL, cloud technologies, DICOM, HL7, scripting, or virtualization is beneficial but not required.
• 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.
• Technical certifications (CompTIA A+ or Network+), or equivalent hands-on experience.