What are the responsibilities and job description for the IT Networking Specialist I position at bioMerieux SA?
Description
Position Summary & Responsibilities:
This role can be based in either Salt Lake City, UT or Durham, NC and cannot be fully remote.
Provide Lab IT networking technical support, training, troubleshooting, and project management to internal and external customers for the diagnostic test systems marketed by bioMérieux. Items under the Lab IT networking umbrella include but are not limited to: device relationship management (VILINK), networking, IS security, middleware solutions, middleware connected systems, data management software, integration projects, LIS interfaces.
- Assist with the networking connection of systems marketed by bioMérieux.
- Support the installation of the remote solutions tool marketed by bioMérieux.
- Answer internal and external customer inquiries per established guideline and document in CRM system; consult as appropriate with IT Specialist, Application Specialist, System Engineer, Management, Global Customer Support.
- Execute problem solving and troubleshooting skills for remote/phone support as well as on-site Lab IT support.
- Assist with launch/implementation of new systems by learning new products, providing input to development of documentation, and troubleshooting procedures for all systems.
- Support IT & Data Solutions projects and tasks efficiently in support of corporate objectives.
- Provide consistent follow up to ensure customer satisfaction and meet minimum key performance indicators.
- Perform on-call duties as needed to provide 24-hour technical support to customers.
- Contribute to revenue generation initiatives through promotion of value-added projects and services.
- Execute investigation process according to CRM best practices.
- Perform accurate and timely documentation in CRM system for Cases and Work Orders Completed.
- Perform all work in compliance with company quality procedures and standards.
- Perform other duties as assigned.
Education, Skills, & Experience:
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Bachelor’s degree in Information Technology, Information System, Computer Science, or a related technical field with 2 years’ experience as a network engineer, network administrator, networking technical support, LIS interfaces, servers, software applications, hardware, middleware, and computers.
- High School Diploma/GED with 6 years’ experience as a network engineer, network administrator, LIS Support, or general IT support also accepted
- 2 years’ experience in end-user support required; experience with systems marketed by bioMérieux a plus.
- Networking and/or Security experience is desired
- Previous experience with direct customer outreach & support
- CompTIA Security certification preferred or certification achieved within 24 months of hire.
- Exhibit good interpersonal and communication skills
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