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Haemonetics Corporation is Hiring a Technical Support Specialist II Near Boston, MA
Throughout our history, we have earned a solid reputation for product innovation, technical expertise, and operational excellence. Today, our products, internal research and development, marketing partnerships, and product acquisitions reflect our unwavering commitment to provide safe and available blood for patient transfusions and for use in pharmaceuticals. We rely on our talented global workforce to help us achieve our mission of providing innovative medical devices that advance the safety, quality, and availability of the world's blood supply. To achieve our business goals and objectives, we are committed to attracting and retaining the best and brightest talent while offering a challenging, dynamic, and exciting work environment that offers professional growth and development. We are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further — Haemonetics is your employer of choice. Job Details This Technical Support Specialist II position is responsible for ensuring that the company’s employees can use software and hardware to complete their daily tasks. It is high visibility position in the Headquarters office supporting remote employees by phone and in office workers in person. This position will take escalations from the Level 1 Service Desk team and provide technical assistance and support, resolve problems related to the use of computer hardware and software for Haemonetics end users. The Technical Support Specialist will respond to, troubleshoot, resolve, and document end user incidents and inquiries, install software using approved tools, and troubleshoot connection issues with LAN/WAN working with other infrastructure teams across the company. Incident tickets will be updated with accurate and timely records of work performed, and resolution detail. This position requires flexibility to support changing needs of a dynamic business. ESSENTIAL DUTIES: Duties are listed in order of greatest importance. The incumbent may be asked to perform other function-related activities in addition to the below mentioned responsibilities as reasonably required by business needs. Responsibilities/Essential Duties: High-level knowledge of commonly used software, hardware and applications, Windows 10, Microsoft O365, Outlook, ServiceNow, VPN, Microsoft MECM, Druva back up and Zoom for example Customer service skills to interact professionally and positively with employees, coworkers and vendor partners Analytical and problem-solving skills to troubleshoot and diagnose issues Multitasking skills to assist multiple employees at once Time management skills to provide updates and fixes within a promised time frame Observational skills to recognize warning signs that indicate potential problems Strong oral and written communication skills to gather information and explain complex technical concepts in simple language and provide case updates. Provide white glove assistance to the Executive Leadership team SUPERVISORY RESPONSIBILITIES: Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, training and developing employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. QUALIFICATIONS/EDUCATION: Bachelor's Degree; Computer Science, Engineering or other technical degree or equivalent experience., preferred EXPERIENCE: Minimum 5 years’ experience supporting end users in a large multi-national corporate environment, preferred Ability to work across all levels of computer user, preferred SKILLS: Organizational skills Written and oral communications Attention to detail Effective interpersonal skills Customer-focused Problem-solving; solution-oriented Demonstrated time management and priority setting skills Possesses flexibility to work in fast paced, dynamic environment Teaming and collaboration Proficient in Microsoft Office products (Word, Excel, PowerPoint, Project) TRAINING/CERTIFICATIONS Desired certifications: CompTIA A , Network , or Microsoft MCSA certifications, preferred EEO Policy Statement Pay Transparency: Residents of certain locations, including Colorado and New York City, may be entitled to additional information about the potential range of compensation and benefits associated with this position. If you believe you may be entitled to such information by law, you may contact 1-781-348-7777, Monday through Friday, 7:30 a.m. – 5 p.m. ET or email AskHR@Haemonetics.com. Conditions of Employment: Haemonetics’s requires COVID-19 vaccination for all U.S. employees who work in the presence of other colleagues or customers, unless the employee is approved for a medical or religious exemption, pursuant to applicable law. While we recognize employees have their own individual beliefs and perspectives regarding vaccination, we believe it is an important step as part of our obligation to protect our colleagues, customers and communities as we continue to make health and safety our top priority.
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