Laerdal Labs DC
Senior Technical Support Analyst
Laerdal Labs DC, Washington, District of Columbia, us, 20022
Sr. Technical Support Analyst
Laerdal Labs D.C. makes software that helps healthcare professionals and educators improve the delivery of healthcare training. Focused on the capture, debriefing, and assessment of medical training and clinical events, Laerdal Labs D.C. specializes in the delivery of robust, yet easy-to-use web-based solutions. Our software has helped over 500 top hospitals, medical schools, and nursing programs in over 35 countries operate and manage their training and QI programs more effectively.
Our Mission is Helping Save Lives.
Laerdal Labs D.C. is seeking a Senior Technical Support Analyst to join our team. As a member of Laerdal Labs D.C. Support Team, you will deliver support of Laerdal Medical products and services to our customer and strategic partners. You will have a key role in creating an outstanding customer experience by using your troubleshooting and communication skills to ensure technical problems are analyzed, documented, and resolved. This customer-focused team environment is driven by the needs of our customers and maximizing their support experience.
This role requires comfortability with desktop/server administration and networking, while being willing to have seldom exposure to active directory, web application database, and audio/video related issues. As well as being able to excel with multi-tasking. The culture of the Support Team can be described as passionate and customer focused, while maintaining a fun and relaxed vibe within the team.
As Sr. Technical Support Analyst, you will:Remote Network Troubleshooting to help determine if issues reside locally to the customer's network or with the SimCapture applicationRemote IIS Manager Troubleshooting to determine if there are SSL Certificate related issues that would be causing issues with the SimCapture applicationRemote Windows Operating System / BIOS Troubleshooting to determine if there are Windows imaging or hardware malfunctionsServe as a subject matter expert (SME) for the SimCapture product to our Customer Support Analysts, customers, and strategic partnersResponsible for job readiness at the time of scheduled shift, with a positive and respectful attitude with team members and clients alwaysLead high-level technical calls with customers with the expectation that all issues are being addressed by the Support TeamActive Directory Troubleshooting to help determine if issues reside locally to the customer Active Directory configuration, a miscommunication with customer environment and SimCapture application, or a bug within the SimCapture applicationSoftware bug validation prior to sending to the Development Team for reviewRespond to and facilitating the timely resolution of customer incidents escalated by Tier I AgentsManage personal ticket queue and the churn of tickets, adhering to the agreed upon and communicated service levelsMaintain availability and ensuring responsiveness and service level adherence during scheduled On-Call shiftsEscalation of high/urgent priority tickets within understood and communicated frameworkEngagement with Support Team Slack ChannelsDevelop internal documentation
Documenting patterns of similar questions or issues customers are reportingDocumenting patterns of similar questions or issues team members experience day-to-day that prevent best possible Support for customers
Assist with incoming call/voicemail/email volume, on an as needed basisBe aware of team ticket volume and HEROEs list clientsOverall, help the Support Team maintain Customer Support KPIs:
SLA Ticket Adherence (> 85%)Customer Satisfaction Rating (> 95%)
What we're looking for:
Bachelor's degree (or equivalent work experience) in Computer Information Systems, Management Information Systems, Informatics, or similar field3-5 years of experience in high volume helpdesk / technical support rolesProficiency with Web application troubleshootingProficiency with Internet/Network infrastructure technologies (Web Servers, SSL Certificate Management, Routing and Switching, DNS, Network Security, etc.)Proficiency with administration of Microsoft IIS 6, 7, 8, 10Proficiency with administration of Microsoft Windows 7, 8.1, 10, Server 2008, Server 2012, Server 2016, Server 2019Proven ability to use critical thinking skills to troubleshoot and resolve issues/requests in a team-oriented environmentStrong verbal, written and interpersonal communication skillsStrong time-management skills with the ability to manage multiple tasks and priorities"Customer First" mindset in all client communicationProven dedication to continual learningExposure to or experience with SAML, Shibboleth, OAuth, LDAP, Active Directory, OpenLDAPAbility to be available to travel 15% or lessPluses:
Prior experience working with Healthcare simulation devices (i.e. Mannequins)Prior experience working with Healthcare Learning Management SoftwareExperience with end-user support of SaaS and custom software solutions or platformsExposure to or experience with audio/visual equipment and troubleshootingExposure to or experience with VB ScriptingExposure to or experience with relational database technologies like Microsoft SQL Server 2005 and 2008Exposure to or experience implementing multiple virtual environmentsAdvanced Certification: A+, Network+, MCSA, CCNA or other industry-recognized advanced certification.
Laerdal Labs D.C. makes software that helps healthcare professionals and educators improve the delivery of healthcare training. Focused on the capture, debriefing, and assessment of medical training and clinical events, Laerdal Labs D.C. specializes in the delivery of robust, yet easy-to-use web-based solutions. Our software has helped over 500 top hospitals, medical schools, and nursing programs in over 35 countries operate and manage their training and QI programs more effectively.
Our Mission is Helping Save Lives.
Laerdal Labs D.C. is seeking a Senior Technical Support Analyst to join our team. As a member of Laerdal Labs D.C. Support Team, you will deliver support of Laerdal Medical products and services to our customer and strategic partners. You will have a key role in creating an outstanding customer experience by using your troubleshooting and communication skills to ensure technical problems are analyzed, documented, and resolved. This customer-focused team environment is driven by the needs of our customers and maximizing their support experience.
This role requires comfortability with desktop/server administration and networking, while being willing to have seldom exposure to active directory, web application database, and audio/video related issues. As well as being able to excel with multi-tasking. The culture of the Support Team can be described as passionate and customer focused, while maintaining a fun and relaxed vibe within the team.
As Sr. Technical Support Analyst, you will:Remote Network Troubleshooting to help determine if issues reside locally to the customer's network or with the SimCapture applicationRemote IIS Manager Troubleshooting to determine if there are SSL Certificate related issues that would be causing issues with the SimCapture applicationRemote Windows Operating System / BIOS Troubleshooting to determine if there are Windows imaging or hardware malfunctionsServe as a subject matter expert (SME) for the SimCapture product to our Customer Support Analysts, customers, and strategic partnersResponsible for job readiness at the time of scheduled shift, with a positive and respectful attitude with team members and clients alwaysLead high-level technical calls with customers with the expectation that all issues are being addressed by the Support TeamActive Directory Troubleshooting to help determine if issues reside locally to the customer Active Directory configuration, a miscommunication with customer environment and SimCapture application, or a bug within the SimCapture applicationSoftware bug validation prior to sending to the Development Team for reviewRespond to and facilitating the timely resolution of customer incidents escalated by Tier I AgentsManage personal ticket queue and the churn of tickets, adhering to the agreed upon and communicated service levelsMaintain availability and ensuring responsiveness and service level adherence during scheduled On-Call shiftsEscalation of high/urgent priority tickets within understood and communicated frameworkEngagement with Support Team Slack ChannelsDevelop internal documentation
Documenting patterns of similar questions or issues customers are reportingDocumenting patterns of similar questions or issues team members experience day-to-day that prevent best possible Support for customers
Assist with incoming call/voicemail/email volume, on an as needed basisBe aware of team ticket volume and HEROEs list clientsOverall, help the Support Team maintain Customer Support KPIs:
SLA Ticket Adherence (> 85%)Customer Satisfaction Rating (> 95%)
What we're looking for:
Bachelor's degree (or equivalent work experience) in Computer Information Systems, Management Information Systems, Informatics, or similar field3-5 years of experience in high volume helpdesk / technical support rolesProficiency with Web application troubleshootingProficiency with Internet/Network infrastructure technologies (Web Servers, SSL Certificate Management, Routing and Switching, DNS, Network Security, etc.)Proficiency with administration of Microsoft IIS 6, 7, 8, 10Proficiency with administration of Microsoft Windows 7, 8.1, 10, Server 2008, Server 2012, Server 2016, Server 2019Proven ability to use critical thinking skills to troubleshoot and resolve issues/requests in a team-oriented environmentStrong verbal, written and interpersonal communication skillsStrong time-management skills with the ability to manage multiple tasks and priorities"Customer First" mindset in all client communicationProven dedication to continual learningExposure to or experience with SAML, Shibboleth, OAuth, LDAP, Active Directory, OpenLDAPAbility to be available to travel 15% or lessPluses:
Prior experience working with Healthcare simulation devices (i.e. Mannequins)Prior experience working with Healthcare Learning Management SoftwareExperience with end-user support of SaaS and custom software solutions or platformsExposure to or experience with audio/visual equipment and troubleshootingExposure to or experience with VB ScriptingExposure to or experience with relational database technologies like Microsoft SQL Server 2005 and 2008Exposure to or experience implementing multiple virtual environmentsAdvanced Certification: A+, Network+, MCSA, CCNA or other industry-recognized advanced certification.