Job Title: Networking Product Support Specialist II Req ID: 44264 Job Category: Information Technology Mentor, OH, US, 44060 Description: At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe. Position Summary As a Networking Product Support Specialist you will join a team dedicated to partnering with our Field Service organization to resolve technical issues regarding network connectivity and other software related issues. You will leverage your expertise in remote diagnostics, networking, software and other skills to troubleshoot issues. Our Product Support Specialist play a crucial role in times of critical Customer equipment issues by de-escalating the situation, providing rapid resolution and ultimately long term fixes. This is a Hybrid role with the requirement of working onsite at our Mentor, OH Headquarters, 2 days per week. Duties On a daily basis, you will leverage remote diagnostics, your expert experience with STERIS products and in-depth understanding of the theory operation/use for the products and troubleshooting experience to resolve issues quickly. Inquires may include troubleshooting and, IT Network/software and Integration between STERIS Products deployed in Customer premises and Services hosted on STERIS Cloud. You will help identify hardware, software and firmware bugs, and will refer complex issues to cross functional teams as needed. In addition but not limited to, you will: Case Management: 50-75% Managefull software integration projects with Customer, internal, and external partners. Manageescalated issues from our technical support team, working with Engineering/R&D as appropriate to identify and implement fixes. Discover, evaluate, createand initiateservice communications to inform of product hardware,software changes, and maintenance modifications. WorkwithR&D on complex issues to provide solutions. Remotely install and configure connectivity products/software, networks and indoor location systems for use in hospitals or other medical facilities. Understand and analyze log files for advanced troubleshooting, issue resolution, and escalation ticket creation. Write, test, deploy, and troubleshoot software scripts and troubleshootings instructions. Interpret and understand software code for diagnostic and troubleshooting purposes. Provideguidance in hospital-specific IT environments to guide Customers on deployment of software compliant with HIPAA, HITRUST and other related/emerging compliance requirements. Technical Support: 25-50% Provide expert level technical support and expertise on a broad range of STERIS products integration with Software Services hosted on STERIS Cloud, past and present to internal and external customers, includes but not limited to Customers, sales, service and operational support employees via phone, computer or hardware systems. Assists others on-site (Customer) troubleshooting/technical support as required. TroubleshootSTERIS products, documents all critical failures in real time, independently developsolutions and initiatecorrective action for high level issuesto prevent future issues. Diagnose hardware, software and network failures utilizing remote monitoring software and a variety of diagnostic tools Collectand assesses log and product/application performance data to determine opportunities for all STERIS product and process improvement. Assist in the development and enhancements to service procedures. Subject matter expert for the creation of new job aids, KMS articles and other reference guides/databases Testand evaluatenew STERIS software and features, assi