Sr. Technical Support Analyst

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 application
• Remote IIS Manager Troubleshooting to determine if there are SSL Certificate related issues that would be causing issues with the SimCapture application
• Remote Windows Operating System / BIOS Troubleshooting to determine if there are Windows imaging or hardware malfunctions
• Serve as a subject matter expert (SME) for the SimCapture product to our Customer Support Analysts, customers, and strategic partners
• Responsible for job readiness at the time of scheduled shift, with a positive and respectful attitude with team members and clients always
• Lead high-level technical calls with customers with the expectation that all issues are being addressed by the Support Team
• Active 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 application
• Software bug validation prior to sending to the Development Team for review
• Respond to and facilitating the timely resolution of customer incidents escalated by Tier I Agents
• Manage personal ticket queue and the churn of tickets, adhering to the agreed upon and communicated service levels
• Maintain availability and ensuring responsiveness and service level adherence during scheduled On-Call shifts
• Escalation of high/urgent priority tickets within understood and communicated framework
• Engagement with Support Team Slack Channels
• Develop internal documentation
  • Documenting patterns of similar questions or issues customers are reporting
  • Documenting 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 basis
• Be aware of team ticket volume and HEROEs list clients
• Overall, 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 field
• 3-5 years of experience in high volume helpdesk / technical support roles
• Proficiency with Web application troubleshooting
• Proficiency 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, 10
• Proficiency with administration of Microsoft Windows 7, 8.1, 10, Server 2008, Server 2012, Server 2016, Server 2019
• Proven ability to use critical thinking skills to troubleshoot and resolve issues/requests in a team-oriented environment
• Strong verbal, written and interpersonal communication skills
• Strong time-management skills with the ability to manage multiple tasks and priorities
• "Customer First" mindset in all client communication
• Proven dedication to continual learning
• Exposure to or experience with SAML, Shibboleth, OAuth, LDAP, Active Directory, OpenLDAP
• Ability to be available to travel 15% or less

Pluses:

• Prior experience working with Healthcare simulation devices (i.e. Mannequins)
• Prior experience working with Healthcare Learning Management Software
• Experience with end-user support of SaaS and custom software solutions or platforms
• Exposure to or experience with audio/visual equipment and troubleshooting
• Exposure to or experience with VB Scripting
• Exposure to or experience with relational database technologies like Microsoft SQL Server 2005 and 2008
• Exposure to or experience implementing multiple virtual environments
• Advanced Certification: A+, Network+, MCSA, CCNA or other industry-recognized advanced certification.