OR1 Network Support Specialist

I. Job Purpose and Core Tasks

Describe primary purpose of job:

The OR1 Network Support Specialist is a field-based resource that provides technical support to all field-based OR1 Service Technicians, Project Managers, Field Installation Technicians as well as other KARL STORZ field resources and external customers. Support is provided through phone support or on-site assistance on advanced technical issues as well as planning of all network based OR1 deliverables. The Network Support Specialist performs complex troubleshooting of system issues and executes field validation and verification per SOPs and WIs as needed as well as documents in-house or on-site incident investigation. The OR1 Network Support Specialist will be involved in working with various KARL STORZ divisions (PDI, Production and Field Operations and third-party vendors) to resolve any critical service issues and validating solutions.

• Must be able to maintain productive working relationships and treat fellow employees with respect.
• Supports field-based resources on service, planning, installation, network troubleshooting and maintenance issues through phone, remote access or onsite travel if required.
• Works closely with OR1 Engineering to learn the current and future network deliverables.
• Writes and publishes product technical notes and training in conjunction with the Technical Training Manager.
• Assists OR1 Engineering in maintaining SharePoint records, user configuration, documentation, and remote access for network-based devices.
• Interfaces with customer contacts to provide general technical support and software maintenance/upgrades.
• Performs advanced technical troubleshooting included but not limited to audio, video, control, and network signal analysis in order to isolate and resolve complex system issues.
• Works with KSEA Technical Support in supporting the OR1 Remote Service product.
• Adheres to dispatch timelines as directed by Service Coordinator.
• Provides critical response on high-level technical issues.
• Completes and submits FSR and SQC documents per designated internal operating procedures and timelines.
• Disseminates technical updates and bulletins to internal resources.
• Manages a unique personal schedule as it pertains to job planning and the rotation of travel and labor hours needed to support any and all internal and external client requirements.
• Identifies and documents possible process and or technical improvements and elevates issue to management.
• Performs other job-related duties or special projects as assigned by the Manager, Critical Response.
  
  
  

Required

II. Minimum Knowledge, Education and Skill Requirements

• Minimum years of relevant work experience: Minimum of five years’ experience troubleshooting and repairing complex electronic media systems and network-based devices.
• Minimum education, certifications and/or credentials: AA/AS technical degree from an accredited college or university, or equivalent combination of education and experience
• Minimum hard skill requirements (including computer and application proficiency):
• Ability to communicate effectively with diverse clientele including good written and oral communication skills as well as good interpersonal skills.
• Ability to perform complex and time-critical tasks with optimum effectiveness and efficiency with little or no supervision in high-pressure situations.
• Strong customer service orientation
• Attention to detail and adherence to SOPs and Work Instructions.
• Ability to maintain accurate and detailed documentation.
• Strong technical knowledge of analog and digital electronic technology as it pertains to audio visual systems and equipment, Windows server environment, network topology, and IT infrastructure technology as well as video teleconferencing (Polycom and Tandberg) and streaming media.
• Good driving record
  
  
  

Preferred

Preferred years of relevant work experience:

• Minimum of five years’ experience troubleshooting and repairing complex electronic media systems and network-based devices.
  
  
  

Preferred education, certifications and/or credentials:

• AA/AS technical degree from an accredited college or university, or equivalent combination of education and experience
  
  
  

Preferred hard skill requirements: NA

Preferred soft skill requirements:

• Knowledge with DICOM, HL7 and EMH / EHR workflow
  
  
  

III. Essential Function

• Must be able to maintain productive working relationships and treat fellow employees with respect.
  
  
  

Has contact with:

• Inside and outside the company staff
  
  
  

Physical requirement/Demands:

• Light, occasional physical effort
  
  
  

Mental requirements/Emotional Demands:

• Ability to adapt and demonstrate flexibility in dealing with changing priorities and work situations.
  
  
  

Interpersonal and communication skills:

• Verbal and written skills.
  
  
  

IV. Core Requirements

• Degree of accountability: Generally managed
• Degree of decision making: Diversified Tasks.
• Financial/Budgetary: Supervised responsibility on revenues and cost.
• Safety: This is a safety sensitive job.
• Quality: Adhere to KSEA OR1 Quality Requirements
• Supervision: Does not supervise others
• Authority to Sign (not applicable for North America):
• Travel: Up to 95% travel during the year throughout the US, Canada, and Mexico
  
  
  

Eligible Employee Benefits

• Medical / Dental / Vision including a state-of-the-art wellness program and pet insurance, too!
• 3 weeks vacation, 11 holidays plus paid sick time
• Up to 8 weeks of 100% paid company parental leave; includes maternal/ paternal leave, adoption, and fostering of a child.
• 401(k) retirement savings plan providing a match of 60% of the employee’s first 6% contribution (up to IRS limits)
• Section 125 Flexible Spending Accounts
• Life, STD, LTD & LTC Insurance
• We prepay your tuition up to $5,250 per year! - Tuition pre-imbursement
• Fitness reimbursement of up to $200 annually
• And much more!
  
  
  

KARL STORZ reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employees must comply will all applicable KARL STORZ policies and procedures.