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Software Support Specialist - Rochester, NY

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POST DATE 9/2/2016
END DATE 10/19/2016

Getinge Group Rochester, NY

Rochester, NY
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree



This individual contributor position will help to ensure TEGRIS and T-DOC software operation so that end-users can effectively manage their surgical room operations using TEGRIS and medical instrument workflow using T-DOC. The support specialist provides technical support and system troubleshooting via phone, email, and occasionally on site. Primary responsibility will be support of TEGRIS, with secondary responsibility for T-DOC support.


* Field incoming support requests via telephone and e-mail in a courteous and professional manner.

* Prioritize and schedule support requests.

* Document customer information and nature of problem or issue.

* Build rapport and elicit problem details from customers.

* Record, track, and document per the help desk problem-solving process, including all decisions made, and actions taken, through to final resolution.

* Use remote access tools and diagnostic utilities to aid in troubleshooting.

* Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.

* Perform fixes as required, including remotely installing and upgrading software, and configuring systems and applications. Test fixes to ensure problem has been adequately resolved.

* Occasional on site visits if remote remediation is not successful.

* Perform post-resolution follow-up and document customer acceptance of resolution. Close request.

* Evaluate documented resolutions and analyze trends for ways to prevent future problems.

* Escalate problems when required to Level 3 technical support.

* Develop help sheets and frequently asked questions lists.

* Dispatch field service technicians as required.

* Partner with other groups and departments to develop process improvements with the goal of providing seamless and professional customer support to both internal and external customers.

* Perform other related duties as required.


* Analyzing Skills

* Planning Skills

* Building Relationships

* Action Orientation


* Minimum of a Bachelor's Degree in IT or Computer Science, or equivalent combination of education and experience.

* A+ or Help Desk Institute (HDI) Certification is desired, or equivalent

* Training or certification in Microsoft SQL Server.

* Net+ Certification desired, or equivalent


* 3-5 years' experience in an IT Help Desk role.

* Strong working knowledge of PC hardware, networking, Windows, VOIP technologies, video management, SQL Server, VPN technologies, remote access tools, client-server systems, as well as related hardware and software.

* Strong working knowledge of information technology concepts, client-server systems, as well as related hardware and software.

* Able to quickly learn Company processes and products.

* Exceptional written, oral and interpersonal communication skills.

* Excellent customer service skills.

* Self-motivated and proactive - able to work with minimal supervision.

* Excellent analytical and problem-solving skills.

* Able to effectively prioritize and execute tasks in a fast paced environment.

* Able to remain calm and cool when under stress.

* Honesty, integrity and professionalism.

* Excellent team player.


* Buid quality into all aspects if their work by maintaining compliance to all quality requirements.

* Ensure compliance toall FDA and Worldwide Quality & Compliance regulations (as applicable to the job function).

* Must have the education and experience to understand and comply with US & Worldwide medical device regulations (As applicable to your job function).

* Attend all required Quality & Compliance training at the specified interval.

* Adopt teh "Beyond Compliance Quality Cultuer" in the work environment, always meet and exceed requirements.


* Must be able to operate an automobile (valid driver's licensed required).

* Must occasionally utilize hand tools to connect and operate test instrumentation to monitor equipment function.

* Must possess, or be able to acquire, required government travel identification documents for both domestic and international air travel.

* Must be able to respond to inquiries and communicate with others via telephone.

* Must be able to interpret and manipulate data from technical manuals and written correspondence.

* Must be able to travel up to 10% of the time.

* Available for emergency calls after business hours.

Getinge Group is an EO employer - M/F/Veteran/Disability