Deliver best-in-class, seamless, consistent 24x7 Technical Support for Care Communications
Solve customer and patient issues through remote troubleshooting capabilities
Drive quality by capturing issues and resolution
Collaborate with internal teams and leadership for issue escalation
Build strong relationships with customers and cross-functional teams
Ensure accurate case documentation for compliance and continuous improvement
Meet individual and team KPIs while maintaining high service quality
Follow processes, support team initiatives, and contribute to continuous improvement

1+ years of technical troubleshooting experience in a remote environment
Associate’s degree or equivalent experience in IT, computer science, or a related technical field (preferred)
Relevant certifications preferred (A+, Network+, MCP, MCSA, CCNA, Azure, etc.)
Strong computer skills, including experience with remote tools, Microsoft Office, AutoCAD, and Visio
Knowledge of server management, wiring/cabling, MS Remote Desktop, PowerShell/JavaScript, IT maintenance, system builds, Citrix, and Windows Server (2012/2016)
Experience installing, maintaining, and repairing IT equipment (routers, switches, firewalls, phones, printers, CCTV, alarm systems, servers, WLAN, and workstations)
Familiarity with Cisco security solutions (Firepower NGFW, AnyConnect VPN, AMP, Meraki APs/switches, and Cisco BE6000 VoIP systems) and Barracuda solutions (load balancers, backup, spam, and firewall)
Hands-on experience with Cisco ASA configuration, Active Directory, Windows Server troubleshooting, and healthcare IT environments (preferred)

Technical Support Specialist

Key skills